Work Preference
Summary
Overview
Work History
Education
Skills
Earlier Roles
Skills
Timeline
Generic
Elizabeth Bezuidenhout
Open To Work

Elizabeth Bezuidenhout

Huntsville

Work Preference

Job Search Status

Open to work
Desired start date: Flexible

Desired Job Title

ICT Service Delivery Team LeadService & Operations Delivery ManagerLead Global Service Delivery ManagerService Desk Supervisor

Work Type

Full TimePart TimeContract Work

Location Preference

RemoteHybrid
Location: Huntsville, US
Open to relocation: No

Salary Range

$45000/yr - $200000/yr

Important To Me

Career advancementCompany CultureFlexible work hoursWork-life balancePersonal development programs

Summary

Dynamic ICT Service Delivery Team Lead at Sibanye-Stillwater, recognized for achieving 100% SLA compliance and enhancing vendor relationships. Expert in SLA and KPI ownership, with a strong focus on customer service excellence and cross-functional collaboration. Proven ability to analyze data, optimize workflows and drive strategic initiatives for improved operational performance.

Overview

17
17
years of professional experience

Work History

ICT Service Delivery Team Lead

Sibanye-Stillwater
01.2022 - 08.2025
  • Led service desk operations to meet SLA commitments and ensure prompt issue resolution.
  • Achieved lower incident rates through enforcement of governance standards and regulatory compliance.
  • Strengthened vendor relationships via meticulous SLA monitoring and accountability measures.
  • Collaborated with ICT experts to address complex issues and enhance workflows.
  • Fostered interdepartmental collaboration aligning technical efforts with business objectives.
  • Identified operational gaps and redesigned processes for sustainability initiatives.
  • Managed budget oversight through strategic cost-saving measures enhancing financial performance.
  • Created KPI metrics to measure team performance against established objectives.

Service & Operations Delivery Manager

Advanced Projects and People
02.2021 - 12.2021
  • Optimized CRM workflows and refined KPIs to enhance customer satisfaction.
  • Managed contractual obligations to ensure SLA compliance and strengthen partner relationships.
  • Resolved escalations within SLA timeframes, maintaining high levels of customer loyalty.
  • Collaborated with sales and executives to align service systems with deal viability.
  • Conducted service reviews using Zendesk and ITSM data to increase transparency.
  • Implemented structured feedback processes to improve team morale and governance.
  • Achieved skills development and employment equity targets through targeted training initiatives.
  • Advised CEO on strategic initiatives, supporting decision-making through thorough research.

Lead Global Service Delivery Manager

T-Systems
02.2018 - 01.2021
  • Achieved 100% SLA for over 12 months by ensuring compliance and quality standards.
  • Directed cross-functional teams across multiple offshore locations to align onshore expectations with execution.
  • Oversaw SLA KPI and customer satisfaction metrics within global email messaging service model.
  • Championed customer service excellence, fostering a client-focused culture within the team.
  • Maintained daily communication with client stakeholders to ensure contract compliance and service satisfaction.
  • Supported process standardization and agile improvements for service delivery management.
  • Analyzed client feedback to enhance service offerings and overall customer satisfaction.
  • Created reports on service delivery metrics, including response time and resolution rate.

Team Leader / Backup Team Leader / Call Coordinator

T-Systems
02.2010 - 01.2018
  • Coached and developed team members to enhance performance and optimize resource planning.
  • Led team meetings, productivity reviews, and reporting to support continuous improvement initiatives.
  • Coordinated incident resolution and escalations to improve response times and increase service desk efficiency.
  • Oversaw vendor and supplier performance to ensure SLA compliance and enhance customer satisfaction.
  • Managed budgets, cost centers, and financial reporting to maintain cost efficiency.
  • Monitored daily workflow to ensure adherence to established policies and procedures.
  • Resolved customer complaints effectively while maintaining a high level of service.
  • Promoted to leadership position in recognition of strong work ethic and exceptional customer service.

Service Desk Coordinator

Datacentrix
04.2008 - 01.2010
  • Coordinated service accounts to ensure SLA compliance and identify continuous improvement opportunities.
  • Managed daily service desk operations for timely issue resolution.
  • Triaged user requests and problem reports to enhance response and resolution times.
  • Liaised with users and support teams to facilitate prompt issue resolution.
  • Supervised daily operations to maintain adherence to established processes for consistent service delivery.
  • Monitored service desk tickets, assigning them to technicians based on skill set.
  • Resolved escalated incidents from lower tiers within SLA time frames.
  • Conducted quality checks and contributed to trend analysis for effective problem management.

Education

GED -

Uitsig High School

MCSE - Microsoft Certified Systems Engineer 2003

Torque IT

SIAM -

APMG

Agile PM Foundation -

APMG

ITIL V3 -

Foster Milliar

Prince2 -

APMG

Skills

  • SLA and KPI ownership
  • Data interpretation and SaaS application ownership
  • Zendesk and CRM systems
  • Knowledge base management
  • AI tool adoption
  • Incident resolution and process optimization
  • Performance metrics tracking
  • Vendor management
  • Vendor oversight and SOP development
  • Workflow design and escalation handling
  • Performance management and change leadership
  • Team leadership and coaching
  • Cross-functional collaboration
  • Strategic planning initiatives
  • Stakeholder management skills
  • Customer service excellence
  • CSAT, CX, and CSI metrics
  • Communication and conflict resolution
  • Decision-making and time management
  • Adaptability and problem-solving
  • Team collaboration techniques

Earlier Roles

  • Pumping Office Administrator / Scheduler / Call Center Agent at Afrisam
  • Temp Consultant at My Access
  • Sales Representative at DL Promotions
  • Frontline Client Liaison at New Road Panel Beaters
  • Admin / Inventory / HR / PRO at Builders Warehouse

Skills

Team leadership, Coaching, Performance management, Change leadership, Cross-functional collaboration, SLA/KPI ownership, Workflow design, Escalation handling, Vendor oversight, SOP development, Data interpretation, SaaS application ownership, AI-tool adoption, Zendesk, CRM systems, Knowledge base management, CSAT/CX/CSI, Communication, Conflict resolution, Adaptability, Problem-solving, Decision-making, Time management

Timeline

ICT Service Delivery Team Lead

Sibanye-Stillwater
01.2022 - 08.2025

Service & Operations Delivery Manager

Advanced Projects and People
02.2021 - 12.2021

Lead Global Service Delivery Manager

T-Systems
02.2018 - 01.2021

Team Leader / Backup Team Leader / Call Coordinator

T-Systems
02.2010 - 01.2018

Service Desk Coordinator

Datacentrix
04.2008 - 01.2010

GED -

Uitsig High School

MCSE - Microsoft Certified Systems Engineer 2003

Torque IT

SIAM -

APMG

Agile PM Foundation -

APMG

ITIL V3 -

Foster Milliar

Prince2 -

APMG

Similar Profiles

  • P Muthu RajaP Muthu Raja

    Sr. Manager – Service Delivery Lead at Sutherland Global ServicesSr. Manager – Service Delivery Lead at Sutherland Global Services

  • GRACE SATHYA VADHANI GGRACE SATHYA VADHANI G

    Operations / Service Delivery Lead at Cognizant Technology Solutions India Pvt LtdOperations / Service Delivery Lead at Cognizant Technology Solutions India Pvt Ltd

  • Atul WadyalkarAtul Wadyalkar

    Senior Manager – Service Delivery & Operations at FISERV – FINXACTSenior Manager – Service Delivery & Operations at FISERV – FINXACT

  • YESHWANT CHAVANYESHWANT CHAVAN

    Senior Manager - Service Delivery at Tech Mahindra BPS Ltd.Senior Manager - Service Delivery at Tech Mahindra BPS Ltd.

CREATE PROFILE
Elizabeth Bezuidenhout