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Nomakhaya E. — Senior ICT Project Manager from South Africa

Nomakhaya E.

Senior ICT Project Manager

South Africa 6+ years
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Languages
English
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About

Nomakhaya E., an accomplished ICT Project Manager based in Cape Town, South Africa, brings over 27 years of expertise in leading substantial ICT and service delivery projects across diverse sectors such as government, banking, BPO, ICT service management, and investment promotion. Her current role with the Western Cape Government highlights her leadership in a province-wide ICT CRM programme and managing significant budgetary implementations, while liaising with Oracle South Africa and international development teams. Previously, Nomakhaya held roles including Contact Centre Manager and Operations Manager, where she managed substantial vendor contracts, ensured compliance, and exceeded service targets. Her career is punctuated by high-impact roles at companies like FoschiniData and Nedbank, reflecting her capacity in handling complex operations and enhancing service levels. A future PhD candidate in Public & Development Management, she also holds an MBA from MANCOSA and a Bachelor of Social Science from the University of Cape Town.

Experience

  • ICT Project Manager

    Western Cape Government · 2014 — Present
    Oversaw a province-wide ICT CRM programme, managing Oracle South Africa and offshore development teams based in India. Engaged in procurement with SITA and contributed to BSC, BEC, and BAC. Chaired ICT Steering Committees, while handling risk, change, and escalation management. Ensured adherence to SLA compliance among ICT vendors. Implemented a Queue Management System.

  • Contact Centre Manager (Transversal)

    Western Cape Government · 2011 — 2014
    Directed the operations of a provincial transversal contact centre, overseeing an internal team of approximately 15 staff and two external vendors. Handled outsourced contracts, addressing an estimated R15m per vendor. Resolved issues highlighted by the Auditor-General to restore compliance. Maintained First Contact Resolution rates exceeding 95% and managed escalations from the Presidential Hotline.

  • Operations & Business Development Manager

    G326 (Goldex Group) · 2009 — 2011
    Managed BPO contact centre operations for both local and international clients. Identified and sourced business opportunities, assisting with client onboarding. Oversaw SETA learnerships for about 50 learners per intake, as well as the management of assessments, moderation, PoEs, and stipends. Handled complete vendor management for People Solutions and led an operational team of approximately 10 staff.

  • Marketing & Business Development Manager

    CallingtheCape · 2006 — 2009
    Facilitated investment promotion and enterprise development, successfully attracting international investors from the UK and US. Assisted SMMEs with marketing and BBBEE strategies while conducting site visits and hosting investors. Engaged with DTI, DEDAT, and the City of Cape Town, reporting directly to the CEO.

  • Branch Manager

    Nedbank · 2006 — 2006
    Held full accountability for branch operations, encompassing staff management, sales, and governance. Met monthly sales targets while authorizing financial products and transactions. Managed cash handling, security, and safety protocols in a manual admin-intensive environment.

  • ICT Service Desk Manager

    FoschiniData · 2005 — 2005
    Served as the sole national Service Desk Manager, leading a team of over 100 staff across South Africa. Achieved a significant improvement in SLA performance, elevated it from below 30% to 100%. Managed recruitment, training, and performance assessments while minimizing demand through system enhancements.

  • Merchant & ATM Operations Manager

    BoE Bank · 2002 — 2004
    Oversaw the national operations of POS and ATM services, consistently exceeding SLA requirements. Collaborated with major retail chains such as Shoprite and Ackermans. Supervised the migration to Nedbank systems and managed technicians along with service desk operations.

  • Team Supervisor

    ForwardSlash · 2000 — 2001
    Managed a 24/7 contact centre serving US clients, supervising approximately 60 agents across different shifts. Addressed both technical and financial inquiries while surpassing established service levels of 80/20. Taken charge of recruitment and training of staff members.

  • Outbound Sales Team Leader

    HomeChoice · 1999 — 2000
    Directed outbound telesales teams, ensuring the achievement of sales targets. Handled recruitment, training, and performance management, improving overall conversion rates.

  • Client Consultant

    Old Mutual Direct · 1998 — 1999
    Provided sales and customer service support while managing orphan client portfolios. Recognized as a top performer and participated in UAT and product rollout activities.

Skills & Expertise

Compliance / RegulatoryProject ManagementCall CenterIT Project Manager

Education

  • PhD in Public & Development Management
    MANCOSA
  • MBA
    MANCOSA
  • Bachelor of Social Science
    University of Cape Town