Emmaculate Musanhu

A

IT Consultant

Accreditation Institute,

Oct 2021 - Mar 2023 (1 year 6 months)

I provided advisory services on software solutions, hardware and application support, giving cybersecurity awareness as well as risk & compliance sessions, always assuring compliance with IT policies and best practices. I researched suitable solutions to meet business needs including collaboration tools.

A

Software Quality Assurance Delivery Manager

ABSA,

Jan 2018 - Apr 2021 (3 years 4 months)

Overall quality assurance team leadership with complete accountability for the end-to-end delivery of the Test Engineering strategy. I managed testing across products/ projects, ensuring the delivery of high-quality software in accordance with the business requirements and agreed acceptance criteria in a fast paced DevOps and Agile environment. Stakeholder communications on project status, risks, issues and milestones. I was a member of the change advisory board. Overseeing managed services resources including 3rd party suppliers of various IT services covering hardware, software and network services.

A

Service Level Manager

ABSA,

Jan 2011 - Dec 2017 (7 years)

I was primarily accountable for performance against SLAs, risk management and service improvement planning. I ensured service maps, support models and architecture diagrams are in place and up to date for all services. I worked with service delivery teams to ensure systems and applications are available and that service levels are met in accordance with the SLAs. I held monthly service review meetings with customers and ensured that service improvement initiatives identified in service reviews are implemented and progress reports are provided to customers. I participated in Major incident management, bridging between technical and business teams and playing a key role during service restoration as well as communicating to senior management

T

Service delivery manager

T-Systems,

Mar 2009 - Dec 2010 (1 year 10 months)

I managed and operational team of 9 specialists at client site covering service desk, network, server administration and backups, desktop, laptop and VIP support. Implemented IT policies and procedures including communication to the user community. I tracked and managed the finances and budgets, I took ownership of critical incidents, managing escalations and coordinating with resolution parties. I organized and held monthly service review meetings with the customers and initiated continuous service improvement initiatives. I introduced new solution offerings by cross-selling innovative products that solved the client's problems amongst other IT infrastructure solution offerings. Managed vendors/ 3rd party suppliers.

I

Regional IT Leader

IFC,

Dec 2006 - Dec 2007 (1 year 1 month)

Covering the Southern Africa region, I ensured technology solutions match business requirements, I was the central point of contact for IT functions for all country offices, coordinating all IT activities for country office support components for the region, including asset management, ordering, delivery and installation of hardware included desktops, laptops, servers, routers, Wi-Fi access points, printers, firewalls, PABX and telephones, Cisco communications and network equipment.

D

Regional IS Manager

DFID,

Oct 2004 - Nov 2006 (2 years 2 months)

Covering Sub-Saharan Africa (South Africa, Botswana, Lesotho, Malawi, Mozambique, Zambia, Zimbabwe), I provided technical input/advice on UK led projects, managing and negotiating complex international contracts with telecommunication companies, Internet service providers, and hardware & software suppliers on behalf of the CIO based in UK. I managed all regional IT projects (Infrastructure and systems implementation) from start to finish. I recruited and managed IT staff, overseeing all office relocations, closures and I.T equipment disposal. I was recognized for my achievements in the region and received the Team Award for best regional team collaboration in the Quest rollout programme.

O

Regional IT Specialist

Oxfam GB,

Jul 1999 - Sep 2004 (5 years 3 months)

Reporting to the International Support Manager at the HQ in UK and locally to the Regional Finance Manager based in South Africa, I was responsible for systems management and technical support at the regional management centre in Pretoria and matrix managed IT support Officers in six countries in Sub-Saharan Africa (South Africa, Zambia, Zimbabwe, Mozambique, Malawi and Angola). I planned and scheduled all IT projects for VPN, VOIP and ERP systems installations, upgrades, Infrastructure & software rollout in the region. Successfully completed a regional IT Infrastructure and Systems implementation project ahead of schedule.

Head of IT Service Management (Digital Transformation &Technology)

Absa

Responsible for the ITSM strategy and technology operations based on ITIL service management framework, including management of locally hosted core services covering day today availability. Managing the local service desk ensuring quick and effective incident response and resolution, escalation management, problem and change management using Service Now. Monitoring systems, ensuring availability of all technology services as per agreed service level agreements and driving continuous improvement initiatives. Collaborating with Group Technology teams on technical bridge calls, major incident management and application of group policies, overseeing systems implementation and equipment upgrades. Engaging the Telecommunications companies and MNO

Emmaculate Musanhu

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Emmaculate Musanhu

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