career profile

Highly accomplished, results-focused individual with a wealth of experience in the dynamic IT field, and a distinguished reputation for leading committed teams to deliver first rate solutions within demanding timeframes and budgetary constraints. IT Quality, Process, and Asset Management leader with 30+ years of experience delivering ISO 9001 implementations, ITIL/IT Service Management frameworks, IT Asset & License Management (ITAM), process optimization, and customer satisfaction programs. Proven expertise in building and governing Quality Management Systems (QMS), driving process maturity, ensuring vendor compliance, and optimizing technology spend. Recognized for strong stakeholder engagement, training delivery, and translating complex requirements into measurable improvements. Certified in ITIL, SIAM, IAITAM, and ISO 9001. Decisive, professional leader with a talent for interacting with a broad spectrum of staff, vendors, customers and key stakeholders. Highly driven, committed and astute problem solver.

core competencies

Quality Management & Compliance: ISO 9001, ITIL V4, COBIT, Sarbanes-Oxley
IT Asset & License Management: Software/Hardware Asset Management, Compliance, Procurement Optimization
Process Design & Optimization: BPM, ARIS, BPMN, Maturity Assessments, Continuous Improvement
Project & Program Management: PRINCE2, MSP, PMBOK, Quality Gates
Customer Satisfaction & Service Improvement
Document & Knowledge Management
Team Leadership, Training & Change Management
Stakeholder & Vendor Management

professional experience

Gijima Holdings - March 2021 to Present

Quality Manager | Document Manager | Process Specialist | Customer Satisfaction Manager

Implemented and maintained ISO 9001:2015 Quality Management System, developing Controlled Document Management Systems, policies, templates, and training programs that enabled successful re-certification.
Directed Customer Satisfaction program: designed surveys, analyzed results, produced reports, and drove Service Improvement Plans (SIPs) for customer-facing teams.
Built and managed centralized Document Management System (DMS) across the full document lifecycle, including review/approval workflows, security, and distribution.
Led process governance and optimization initiatives: facilitated workshops, conducted maturity assessments, closed end-to-end gaps, and standardized procedures in line with international best practices.
Provided thought leadership, training, and consulting on process modeling, QMS awareness, and knowledge management; continued internal consulting on Service Asset & Configuration Management (SACM).

T-Systems South Africa - November 2009 to March 2021

Asset & License Manager (with Process Management) | Process Specialist & Process Manager | Quality Manager (Process & ITIL)

Governed enterprise-wide IT Asset and License Management: planned, tracked, and optimized software/hardware assets, ensured vendor contract compliance, and supported procurement strategies to reduce technology spend.
Supported Business Process Owners in designing, rolling out, and continuously improving processes aligned with ITIL, COBIT, and international standards; conducted maturity assessments and performance measurements.
Served as Customer Satisfaction Manager for major clients (including Eskom): developed and managed surveys, analyzed end-user feedback, and implemented service improvements.
Acted as Document & Knowledge Manager: created workflows, templates, managed CAB processes, and published knowledge articles.
Delivered training programs on process awareness, QMS, security, new tools, and employee induction; prepared materials and led sessions for internal staff and clients.
Provided additional governance of Unified Communications and VIP desktop support

Paracon SA (contracted to IBM / City of Johannesburg) - August 2009 to November 2009

Quality Assurance Manager – Programme Management Office (PMO)

Conducted quality reviews, control, and stakeholder liaison for projects and programmes, including testing and end-user training requirements.

Standard Bank of South Africa - July 2005 to July 2009

IT Quality Manager – Programme Management Office (PMO)

Contributed to Global Programme Office and QMS development; conducted quality reviews, CMMi assessments, process audits, and coached Project Managers.
Managed Quality team and delivered training on Project/Programme Management processes.

Paracon SA contracted to DaimlerChrysler South Africa) - March 2001 to June 2005

IT Quality Manager | CRM IT Manager | CRM Project Team Leader

Implemented ISO 9001:2000, Sarbanes-Oxley, and COBIT into IT; developed and maintained Project Management and IT Quality Gate methodologies (including risk, scope, testing, and closure processes).
Managed CRM development team (SAP CRM, BW); led JAD sessions, infrastructure planning, and project delivery.
Coordinated global SAP R/3 interface testing and implemented VDA6.1 Continuous Improvement Process across IT.

Earlier IT Career - January 1990 to February 2001

Progressive roles in systems development, analysis, project leadership, and implementation at Compuware Corporation SA, Department of Water Affairs & Forestry, Price Forbes, IBM–IGS, South African Breweries, and Central News Agency. Built foundational expertise in programming (Natural/Adabas, Uniface, Delphi), warehouse/stock systems, and nationwide implementations, contributing to 30+ years of cumulative IT experience.

education

Bachelor of Information Science (University of South Africa (UNISA) - 2015 to 2021

Matriculation (Damelin College) - 1985

certifications

ISO 9001 Lead Implementer – BSI, 2021
ISO 9001 Internal Auditor – BSI, 2022
- SIAM Foundation – Fox ITSM, 2021
- ITIL V4 Foundation – SECUDAC, 2019
- Certified Asset Management Professional (CAMP) – IAITAM, 2018
- Certified Software Asset Management Professional – IAITAM, 2018
- Certified Hardware Asset Management Professional – IAITAM, 2018
- ITIL V3 Foundation & Continuous Service Improvement, 2010 – 2011
- PRINCE2 & Managing Successful Programmes (MSP) – Snap-Tech, 2005
- COBIT v4.1 Foundation. 2011
- ISO 15504 Assessor Certification, 2006 – 2007

Programming Languages: COBOL, Natural, Uniface, MS Access, Turbo Pascal, CGI Script, NewEra 3, MS Visual Basic 4.0, Delphi Client Server 3.0, Uniface 6.0 & 7.0, ASP, VBScript & JavaScript, SAP CRM

Database: MVS, VMS, Informix, MS Access, Paradox

Operating Systems: DOS, OS/2, UNIX, Windows 11, Windows 10, Windows 95, Windows 98, Windows NT, Windows 2000, Windows XP, Linux

Analysis & Design: Systems Development, Systems Analysis & Design Methods

Project Management: IEW, MITP, IBM Quality Gate Methodology, PMBOK, PRINCE2, Managing Successful Programmes

Desktop Applications: Excel, PowerPoint, Word, Visio, Project

languages: Speak, read and write fluent English & Afrikaans.