DEVI DAVIS
Senior IT Partnership Manager
Salary / Daily rate
Cape Town, South Africa
Freelance, open to permanent contract
Skills
Languages
About me
Intro
Senior IT Partnership Manager with 15+ years expertise in global IT operations and client relationship management. Led major technology transformations including 400-user WFH rollouts and global service desk implementations. Specialized in stakeholder management, ITSM processes, and driving digital solutions for multinational operations.
Work experience
Senior IT Partnership Manager
Capita
Jan 2022 - Jul 2025
3 years 7 months
Cape Town, South Africa
Professional Experience Senior IT Partnership Manager Capita, Cape Town (Remote) | January 2022 - Present · Ensure technology meets needs for a portfolio of UK clients supporting Contact Centre Operations in South Africa, Poland, UK and India. · Build relationships with senior stakeholders (Client Senior IT Management, Client Partnership Directors, Operations Managers/Directors, Commercial/Finance Directors). · Identify and communicate change and support demands from clients to IT. Oversee IT & solution/product changes and ensure successful execution. · Oversee services as per SLAs and improve IT by working with the SDM function, lead service reviews. · Support the Client Partner in identifying growth opportunities. · Promote digital solutions for continuous improvement and automation. · Understand client account commercials, including revenue and margin improvements. Key Accomplishments · Successfully led a major Technology Transformation Program for a major UK Retail client (Operations in South Africa and Poland) · Led the onboarding of 400 WFH users for a UK Power Utility Client (Infrastructure, Systems and Endpoints (Operations in Scotland and England)
Dimension Data
Jan 2015 - Aug 2020
5 years 8 months
Cape Town, South Africa
Account Manager
Jan 2019 - Aug 2020
1 year 8 months
Cape Town, South Africa
Opportunity, Revenue & Contract Management Client Relationship Management Facilitation of Service Delivery Vendor Contract Management
GLOBAL MANAGER: IT SUPPORT, SERVICE MANAGEMENT & PMO
Jan 2015 - Dec 2018
4 years
Cape Town, South Africa
Senior Leadership & Operations Management: • Global End User Support - Service Desk (24 X 7, 365) & Desktop/Onsite Support • Network Operations Center - Networks & Data Center Monitoring • Service Delivery Management - Service Levels & ITSM Processes • Project Management Office • HR & People Management • Strategy • Commercials • Governance and Compliance Key Accomplishments • Led the service design, build and implementation of a Global Service Desk (People, Process & Technology) in 2017 • Led the service design, build and implementation of a Global Onsite/Desktop Support service (People, Process & Technology) in 2018 • Led the build and implementation of a Project Management Office for business unit in 2016
MANAGER: IT CUSTOMER SERVICES AND SERVICE DELIVERY MANAGEMENT
MWEB
Oct 2010 - Dec 2014
4 years 3 months
Cape Town, South Africa
• National End User Support - Service Desk (24 X 7, 365) & Desktop/Onsite Support • Network Operations Center - Networks & Data Center Monitoring • Service Delivery Management - Service Levels & ITSM Processes • Strategy • Commercials • Governance and Compliance Key Accomplishments • Introduced and led the design and implementation of a Service Management Framework in 2010. This included the design and implementation of key ITSM processes – Incident, Change, Problem, Service and Knowledge Management • Led the transformation of technical support teams towards a High Performance Culture (consistently achieved 99,9% service levels, ownership of assigned incidents, customer centricity)
HEAD: Information Technology Client Services
Media24 (Pty) Ltd
Jul 2006 - Oct 2010
4 years 4 months
Cape Town, South Africa
• National End User Support - Service Desk (24 X 7, 365) & Desktop/Onsite Support • Governance and Compliance • Customer Relationship and Escalation Management • Commercials • Vendor Management Key Accomplishments • Successfully tendered for & consolidated Outsourced Desktop Service in South African remote regions for Media24. • Rollout of VIP service for Naspers South Africa & Global
IT SUPPORT SPECIALIST & SERVICE DELIVERY
South African Airways
Feb 1994 - Jul 2006
12 years 6 months
Cape Town, South Africa
• IT Support (Application, Desktop & LAN) • Vendor & Service Management
Education
Torque IT
ITIL Foundation
2013 - Present
13 years 10 months
Stellenbosch Business School
Management Development Programme
2007 - Present
19 years 10 months
Strong Foundation
Certificate in Coaching
2009 - 2009
1 month