Departmental Head / Area Manager

South Africa

Topaz Secondary School (2001)
Wits University (Medical School) B.Sc.
Occupational Therapy (2004)
Van Zyl & Pritchard (College) Java
Programming certification (2005)
University of Liverpool Postgraduate
Certificate in Business Admin (2017)

Company : Ericsson Head of Field Service Organization Build – 1 Apr 2016 – Current
Company : Ericsson Process Improvement & Quality Manager – 1 Sept 2012 – 31 Mar 2016
Company : Ericsson Line Manager – Core and RAN Integration – 11 Jan 2010 – 31 Aug 2012
Company : Ericsson Integration Engineer & 3G Network Engineer – 14 Jan 2008 – 13 Jan 2010
Company : Neil Harvey & Associates Software Developer – 1 Aug 2005 – 23 Dec 2007


* Software Developer
Proficient in XML, HTML, C++, COBOL, SQL, Java, Powerhouse, Qlikview development.
* Integration Engineer
MINSAT & Charging system integration. Unix Essentials (Sun Certified). System Administration,
data collection and analyses.
* Network Engineer
Proficient in the utilization of TEMS Investigation, Data Collection and Cell Planner Universal, NeXplorer, MCOM and MapInfo, OSS RC AMOS/Moshell. Site tuning and verification, reporting and action planning.
* Line Manager / Departmental Head
Business process analyses, cost center analyses and correction, financial planning, performance consulting, leadership core curriculum and Operations Management. Advanced excel training (03, 10, 16), proficiency in word, power point and access (Win XP, Vista, 2000, 7). High interpersonal, presentation, data analyses and  administrative skills.
* Process Improvement & Quality Manager
Six sigma certified – Yellow Belt. Program driver to promote and sustain cost efficiencies. High interpersonal, presentation, data analyses and administrative skills. Planning, organizing and effective process analysis and execution.


Ericsson South Africa
01 Apr 16 – Current
Head of FSO Build Hub South
I am responsible for field service activities under network rollout (NRO) within hub south, which includes South Africa, Botswana, Mozambique, Madagascar, and Zimbabwe. I am responsible for the management of a dynamic team of outsourced resources, ranging in numbers between 60 – 120, dependent on
business forecast and demand.
 Drive operational efficiencies for local alignment as defined by global
 Implementation of financial efficiencies through detailed analysis to ensure
cost center maintenance
 Cost Center custodian (including annual budget planning)
 Effected man hour rate alignment and cost recovery based on actual primary and secondary cost
 Development and management of annual cost center budget
 Develop long‐range forecasts and maintain long‐range financial plans
 Close liaison with internal stakeholders in terms of business retention and customer issues, through the effective forecasting, planning and assignment of resources
 Implementation of tracking systems for efficient assignment of resources (WFM)
 Warehouse and fleet management – acquisition of tools and fleet in relation to business demand and technology advancements.

 Execution of cost and efficiency program which resulted in 80% overall financial improvement and improved accuracy of budget forecasts for 2017.
 Integrally involved in the seamless migration of FSO workforce into the company dataset (HRMS) – provided 100% accuracy and visibility on external workforce.
 Realized a significant improvement in resource utilization and billability, thus depicting a more accurate view of actual income vs. expenses.
 Identified key talent and critical skill set through the implementation of workforce management systems and employee evaluations, to effectively support the delivery of key projects, thus significantly improving internal and external customer satisfaction.

Ericsson South Africa
01 Sep 12 – 31 Mar 16
Process Improvement & Quality Manager
Management of cross‐functional process improvement initiatives within the NRO/NDO delivery organization. This includes the identification and management of process improvement opportunities, process mapping, documentation, roll out, training and performance reporting until process stability has been established.
 Drive the offshoring Delivery strategy, tools acquisition & rollout
 Unit Balanced score card development, maintenance, KPI reporting & analyses
 Drive project financial Improvements through detailed analysis
 Management of data quality and maintenance of data integrity
 Creation of competence development plans (certification tracking & Compliance)
 Optimization of global processes to align with local requirements
 Creation and sustainability of local processes,
 Strategy alignment, arranging & driving weekly governance
 Customer Unit alignment and quick win identification

 Led numerous managerial teams in driving cost‐reduction initiatives such as the NRO Profit improvement plan and Superior Network performance which resulted in significant savings ~300MSEK over a 2 – 3 year period.
 Implemented global quality programs and standards such as, First Time Right, KPI acceptance and Red Team Reviews, for better project quality performance and reliability.

Ericsson South Africa
11 Jan 10 ‐ 31 Aug 12
Domain Manager – Core and RAN Integration
I managed and led a team of 50 local and outsourced resources. I executed line management responsibilities including Individual Performance Management, Competence planning, Personnel data administration, securing cost efficiency through the Tactical Service Delivery Process and efficient resource deployment as per the Operational Service Delivery Process.
 Drive and facilitate various programs
 Process optimization and streamlining to ensure optimal ways of working
 Cost Center custodian (including annual budget planning)

 Actively participated in mentorship programs and individual performance management, which led to numerous key contributors pursuing upward roles, furthering and acquiring their degrees and masters.

Ericsson South Africa
14 Jan 08 – 13 Jan 10
Integration Engineer & 3G Network Engineer
Steering of customer needs analyses during presales and compilation of associated solution proposals. I compiled and conducted customer presentations (scope, risks, changes & expectations), compiled relevant test specifications and procedures, while ensuring the correct implementation in accordance with said solution as per requirement. Furthermore, I was responsible for new business identification in accordance with customer requirements and Ericsson’s product portfolio.
 New business identification
 Data maintenance, migration, acquisition, troubleshooting and analysis
 Establish system requirements, integration specifications & migration plans
 Support and/or participate in the acceptance procedures and tests
 Support during operational start‐up phase
 Site Evaluation, Radio Network Design, acceptance tests, Initial Tuning
 Conduct customer needs analyses during presales and Solution proposals
 Impact analyses ‐ Network performance investigation and assessment
 Updating and maintaining resources, projects and opportunities Accomplishments
 Promoted to team lead and actively participated in mentorship and coaching programs for interns.
 Promoted to acting line manager as a result of observed leadership skills

Neil Harvey & Associates @Medicover
01 Aug 05 – 23 Dec 07
Software Developer
Development and maintenance of various internal applications associated with claims, membership, and accounts. In conjunction I participated in JAD sessions, product testing, root cause analyses, action planning as well as the development of solution descriptions.
 Software development
 Report, GUI, and application development
 Product Testing and result analyses
 System maintenance and enhancement / Operational support
 Compilation of solution descriptions
 Role promotion achieved within a 5‐month period
 Developed large claims system for ITC in relation to Medicover systems

  • Updated 4 years ago

To contact this candidate email naidoo.leeann84@gmail.com

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