Paul van Noordwyk
Cleveland
Summary
Dynamic operations and project management professional with over a decade of experience leading technical service teams in fast-paced, technology-driven environments. Currently serving as Head of Technical Services at KubaPay, focusing on strategic planning, operational performance, and the successful delivery of complex projects. Proven track record in managing end-to-end project lifecycles, enhancing service delivery, and driving efficiency across cross-functional teams, underscoring a commitment to excellence. Progressed through various roles within the organization, providing comprehensive insights into business operations from frontline support to senior leadership while consistently demonstrating ownership and accountability in delivering high-quality outcomes.
Overview
17
17
years of professional experience
Work History
Head of Technical Services
Kuba Pay
Johannesburg, South Africa
02.2022 - Current
- Directed daily operations as Head of Technical Services at Kuba South Africa, emphasizing strategic planning and operational excellence.
- Tasks:
- Facilitated collaborative strategic planning sessions to drive long-term business objectives.
- Oversaw debtor management processes to maintain cash flow and reduce outstanding balances.
- Reviewed and summarized key performance indicators in operational reports to identify trends and areas for improvement.
- Implemented initiatives to improve operational efficiency and streamline workflows.
- Optimized processes to support seamless workflow and improve productivity.
- Oversaw allocation of task assignments to enhance team productivity. Facilitated project execution by managing daily operations and ensuring clarity in roles. Championed collaborative efforts to achieve project milestones.
- Analyzed risk factors and established mitigation plans to enhance operational resilience and protect stakeholder interests.
- Directed leadership efforts to foster team collaboration and drive success.
- Achieved enhanced employee performance through effective training programs. Drove development efforts that resulted in increased team productivity. Cultivated a culture of learning that empowered employees to excel.
- Assisted in identifying and attracting qualified candidates for various positions. Supported hiring managers in the interview process to select the best talent. Coordinated recruitment events to promote job openings and engage potential applicants.
- Assisted teams in managing projects and client relationships effectively. Supported project timelines and deliverables to meet client expectations. Collaborated with stakeholders to address project needs and concerns.
- Oversaw service delivery operations to ensure timely and efficient customer support.
- Assisted in maintaining business operations during disruptions. Supported teams in developing continuity plans. Aided in identifying potential risks to business functions.
L2 Team Lead / Project Manager
Kuba Pay
Johannesburg, South Africa
04.2018 - 01.2022
- Assisted in managing L2 support team within operations department. Supported project management activities to ensure timely completion of tasks. Collaborated with team members to resolve issues effectively.
- Tasks:
- Oversaw delegation and management of workload to optimize team efficiency.
- Executed process implementation and ensured adherence to established protocols.
- Ensured strict adherence to service level agreements to maintain operational efficiency.
- Led project implementation to ensure timely and efficient execution.
- Oversaw the preparation of management reports to facilitate strategic planning. Coordinated with various departments to ensure accurate data collection and reporting. Enhanced report quality through effective team collaboration and feedback.
- Assisted in guiding team members through project tasks. Supported colleagues in developing their skills and knowledge. Contributed to a positive team environment through encouragement and collaboration.
- Drove initiatives to enhance customer satisfaction and operational efficiency.
Project Manager
Kuba Pay
Johannesburg, South Africa
07.2015 - 03.2018
- Led cross-functional teams in delivering multiple projects on time and within scope.
- Tasks:
- Developed and maintained project schedules to ensure timely completion of deliverables.
- Compiled and organized comprehensive project documentation to ensure clarity and accessibility.
- Facilitated stakeholder management by engaging with both internal and external parties.
- Assisted in identifying potential risks and developing strategies to minimize impact. Supported teams in implementing risk management processes to enhance project stability. Collaborated with stakeholders to ensure compliance with safety standards.
- Oversaw comprehensive budget management processes to ensure financial accuracy.
- Executed project implementation strategies to ensure timely delivery and adherence to specifications.
Customer / Bureau Services Manager
Kuba Pay
Johannesburg, South Africa
02.2014 - 06.2015
- Oversaw management of customer and bureau services teams to enhance operational efficiency.
- Tasks:
- Coordinated assignment of tasks to ensure balanced team responsibilities.
- Monitored customer feedback and addressed concerns to improve overall satisfaction levels.
- Led project implementation initiatives, ensuring seamless execution and adherence to timelines.
- Compiled and analyzed management reports to inform strategic decision-making.
Test Analyst
Kuba Pay
03.2013 - 01.2014
- Collaborated with engineering team to rigorously test and implement Ebrio, a state-of-the-art SaaS system developed in France.
- Tasks:
- Performed detailed regression tests, identifying potential issues and ensuring consistent application behavior.
- Conducted thorough end-to-end user acceptance testing to validate system performance and user requirements.
- Conducted thorough analysis and troubleshooting to identify and resolve software bugs, ensuring optimal functionality.
Customer Support Consultant
Kuba Pay
08.2012 - 02.2013
- Delivered service desk and customer service support within transport and automated fare collection sectors.
- Tasks:
- Oversaw maintenance and functionality of ticketing equipment to support efficient customer service.
- Assisted in configuring AFC topologies to enhance system performance. Supported teams in implementing effective topology solutions. Collaborated with colleagues to troubleshoot and resolve configuration issues.
- Delivered comprehensive financial reports that facilitated informed decision-making. Analyzed financial data to identify trends and opportunities for improvement. Enhanced reporting processes to improve efficiency and accuracy in financial communications.
Customer Support Technician
Bytes Technology Group
Pretoria, South Africa
03.2011 - 09.2012
- Provided technical support for hardware and software issues for corporate clients including Massmart and First National Bank. Assisted with ATM and speed point installations to ensure operational efficiency. Delivered timely solutions to enhance client satisfaction.
- Tasks:
- Executed project implementations to enhance operational efficiency.
- Provided technical assistance to users, resolving issues efficiently. Supported troubleshooting efforts to enhance system performance. Assisted in maintaining documentation for technical processes.
- Ensured strict adherence to service level agreements to maintain operational efficiency.
Customer Support Consultant
Vox Telecoms
Midrand, South Africa
08.2009 - 02.2010
- Provided remote desktop support for clients of Vox Telecom. Assisted users with technical issues and troubleshooting. Maintained communication with clients to ensure satisfaction.
- Tasks:
- Delivered remote desktop support to troubleshoot and resolve technical issues efficiently.
- Assisted clients in resolving inquiries and concerns. Supported team members in maintaining positive client interactions. Facilitated communication between clients and service teams.
- Delivered comprehensive telephonic support to address customer inquiries and resolve issues.
Education
NQF 5 - Project Management
CSG Skills
South Africa08-2025
NQF 5 - Business Management
CSG Skills
South Africa12-2022
Certificate - SQL Fundamentals
Incus Data
South Africa05-2019
Certificate - ITIL Foundations
Torque IT
South Africa07-2018
Intermediate Certificate - Agile Project Management
APMG
United Kingdom05-2017
Certificate - Project Management
Varsity College
South Africa12-2015
Skills
- Customer service expertise
- Effective multitasking
- Strategic leadership
- Analytical problem resolution
- Project planning and execution
- SQL data retrieval
- QlikView data visualization
- QlikView data modeling expertise
- Understanding of ITIL principles
- Sprint process coordinator
- Operational management
- Project management
- Managing stakeholder relationships
- Documentation management
Accomplishments
- Progressed from entry-level support to Head of Technical Services within one organization, demonstrating consistent performance, trust, and leadership capability
- Led end-to-end delivery of large-scale public sector project (City of Tshwane AFC implementation), managing planning, stakeholders, risk, and execution
- Managed and developed multi-level technical and operational teams, including L2 support and service delivery functions
- Successfully combined project management and operations leadership, overseeing both delivery and ongoing service performance
- Drove process improvements and operational efficiency, improving service delivery and adherence to SLAs
- Built strong capability in stakeholder management, working with both internal teams and external clients across complex environments
- Played a key role in implementation of SaaS systems (eBrio), including testing, rollout support, and defect resolution
- Maintained responsibility for budget management, resource allocation, and performance monitoring at a senior management level
- Developed broad business understanding by working across technical support, testing, operations, and project management functions
- Achieved recognition for performance, including Employee of the Month and long service acknowledgment
LANGUAGES
Afrikaans (Native)
English (Fully Proficient)
Dutch (Elementary)
Interests
Formula 1, Family, Gaming, Football
Timeline
Head of Technical Services
Kuba Pay
02.2022 - Current
L2 Team Lead / Project Manager
Kuba Pay
04.2018 - 01.2022
Project Manager
Kuba Pay
07.2015 - 03.2018
Customer / Bureau Services Manager
Kuba Pay
02.2014 - 06.2015
Test Analyst
Kuba Pay
03.2013 - 01.2014
Customer Support Consultant
Kuba Pay
08.2012 - 02.2013
Customer Support Technician
Bytes Technology Group
03.2011 - 09.2012
Customer Support Consultant
Vox Telecoms
08.2009 - 02.2010
NQF 5 - Project Management
CSG Skills
NQF 5 - Business Management
CSG Skills
Certificate - SQL Fundamentals
Incus Data
Certificate - ITIL Foundations
Torque IT
Intermediate Certificate - Agile Project Management
APMG
Certificate - Project Management
Varsity College
AWARDS
Long Service Award (13 Years), Employee of the month September 2024
Summary
Bilingual in English and Afrikaans (basic Dutch). Strong hands-on work ethic with a practical, problem-solving mindset. Technically inclined with experience in SQL and data visualization (QlikView). Adaptable, reliable, and comfortable working in fast-paced environments. Interests include technology, sport, and family-focused activities.