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Gavin Gordon

Service Delivery Manager and Business Analyst

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Johannesburg, South Africa
Studied Business Management at Intec College
Information Technology & Services
Joined November 7, 2023

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About
Name: Gavin Emil Gordon Date of Birth: 12 July 1978 Contact Details: +2783 748 6077 Email Address: gav.gordon@gmail.com Race: Colored Dependants: None Drivers License: Code 08 Languages: English - Fluent, Afrikaans – Good Education: Business Management (In-progress) at Intec, focusing on operational business skills, communication, and finances. Tertiary Education: Roodepoort College - 1997. Secondary Education: Florida Park High School - 1995. Various professional courses completed in IT, Business Analytics, Change Management, Information Security, and more. Agile courses in Agile Leadership, Business Analysis, Design Thinking, Data, Process and App Design. Work Experience: Company: IBM South Africa, 1st August 2002 - 23rd August 2019. Various roles, including Service Delivery Manager and Business Analyst. Responsibilities include service management, client interaction, financial metrics, contract management, process documentation, and proactive client relationship management. Skills and Qualities: Strong knowledge of business management, IT, and service delivery. Excellent communication and analytical abilities. Problem-solving skills, including root cause analysis and negotiations. Experience in change management and ITIL methodologies. Team player with a focus on continual service improvement. Proactive and dedicated to professional and personal development. Hobbies and Interests: Passion for learning, teaching, and staying updated on technology and business trends. Enjoys reading, researching, and spending quality time with family.
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Experience
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IBM South Africa
Feb 2002 – Oct 2019
Global
Service Delivery Manager and Business Analyst
In this role as a Service Delivery Manager and Business Analyst, your responsibilities involve: Daily supervision and maintenance of agreed service levels. Continuous focus on service performance improvement. Scalability for executing the role across various contracts. Representing the client's viewpoint to allocated delivery organization resources. Serving as the primary Service Management contact for operational activities. Assuming leadership and operational responsibilities for allocated client resources. Confirming agreements with project executives. Acting as the client's focal point for daily service delivery matters. Owning and updating operational service and client documentation. Managing hardware and software inventories in line with asset management processes. Participating in service status meetings and providing information and analysis. Raising requirements for improving delivery organization functions. Collaborating with project executives on workload monitoring reports. Contributing to agreements that may affect costs. Supporting the establishment of client satisfaction measurements. Ensuring backup and data recovery plan coherence. Analyzing client portfolios to identify service continuation risks, report on revenue, and identify upsell and cross-sell opportunities. Mitigating the risk of decreasing revenue and supporting portfolio growth. Collaborating with sales consultants to identify upsell opportunities. Proactively researching and adopting best practices and methodologies for contract renewals, churn reduction, and upsell activities.
Education
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Intec College
Mar 2019 – Present
DIploma, Business Management
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