Hire the Best Service Level Management Specialists
in South Africa

PROJECT LEAD | CLIENT ENGAGEMENT SPECIALIST | CUSTOMER SERVICE SPECIALIST AREAS OF EXPERTISE Data Analysis Social Media Management Customer Retention Teaching & Training Form Building Online Event Support Account Management Product Development Process Improvement Database Management Web Design & Social Media Report Generation SaaS Service Support Coding (Python, SQL, HTML) Sales & Marketing Strategy Email & Chat Support CAREER HIGHLIGHTS Project Lead: 2 years of experience delivering world-class customer experiences online, developing team schedules and assisting in the successful onboarding of new customers to our software and analytics. Customer Support: 3.5+ years of experience delivering world-class customer experiences online, over the phone, and in-person.

Hello, I'm Clint Abrahams—a results-driven IT Helpdesk and Operations Manager with 10 years of experience in technical support, service delivery, and team leadership within the MSP space. I specialize in optimizing helpdesk operations, building high-performing support teams, and driving process improvements that enhance client satisfaction and SLA performance. I’ve led teams supporting SMBs—including dental and healthcare clients—overseeing day-to-day ticket flow, client onboarding, escalations, and service optimization. ✅ Core Competencies: MSP Operations & Service Delivery IT Helpdesk Management SOP Development & IT Documentation (IT Glue) Tools: Autotask, Kaseya, Halo PSA, NinjaOne SLA Management & Customer Service Remote Team Leadership Workflow Automation & Process Improvement I'm passionate about building efficient, scalable support systems and ensuring teams have the tools and structure needed to succeed. Whether you're a growing MSP looking for helpdesk leadership or need someone to streamline your support operations and documentation, I bring the hands-on experience and strategic mindset to help you deliver. Let’s connect if you're ready to take your IT operations to the next level.

I have garnered a vast combination of skills, knowledge, and experience in various industries since I joined the ranks of the workforce in 1986. Up until 2009 I had been exposed to mainly management roles within the financial industry (insurance), Business Process Outsourcing (BPO) and the Shipping industry (MAERSK Line/Safmarine) in which my analytical skills were honed. My experience in the Information and Communications Technology industry however, started with my employment as a Specialist: Service Level Management at the State Information Technology Agency (SITA) in 2009. It is within this role that I was introduced to the Centre for E-innovation within the Department of the Premier, Western Cape Government. I am confident that my unique combination of experience, skills and long track record stand me in good stead to be considered as a candidate. Prior to being employed by the Sizwe IT Group in 2018, I was recruited by the Branch: Centre for E-innovation, Western Cape Government, in 2012 as a Programme Manager. It is within this ambit that I gained exposure within the six (6) years up to 2018 , to most aspects of the Branch operations ranging from project management within various programmes, to the Supply Chain Management processes within the Department as well as the IT Service Continuity Management functions that are part of the Branch deliverables. Since joining Sizwe IT Group in 2018, I have been assigned to the Western Cape Government, Centre for E-Innovation as a Business Analyst and Program Manager and have been performing much the same role as I had been within the environment previously. I consider myself to be an assertive, hands-on manager with outstanding interpersonal, communication, negotiation and people management skills. Throughout my tenure as project manager and/or business analyst, I have shown proven ability to translate business needs into technology requirements that support business objectives, especially within the process of drafting business cases and bid specifications while also having experience in successfully managing IT projects, participation in vendor selection and implementation of services. I value acting as an advocate and a team player on management teams to promote collaborative working in the hope of achieving the business objectives. In addition, I am an effective communicator able to forge solid relationships at all levels

Is your business growing faster than your operations and client experience can keep up with? That gap is where I work. I'm Nicky Wilmot — an operations and customer success specialist with 26 years of experience running a fully remote business across South Africa, the UK, Europe, and the US. I didn't just manage operations for someone else; I built and sustained them from scratch, with no team to fall back on and clients who expected results. That background means I think differently from most people in this space. I don't wait to be told what's broken. I find it, fix it, and make sure it doesn't break again. What I do for clients: -Customer Success & Client Experience Onboarding new clients so they feel confident from day one, managing ongoing relationships so they stay, and resolving issues before they become problems. -Operations & Workflow Improvement Mapping and improving processes, building SOPs that actually get used, and integrating tools like Microsoft 365 Copilot, CRM systems, and AI to reduce manual work and increase consistency. -Executive & Team Support Keeping leadership informed, priorities aligned, and day-to-day operations moving — without needing constant direction. -Global & Remote Collaboration I've worked across time zones and cultures for decades. Async communication, distributed teams, and international client management are simply how I work. A little about how I operate: I take ownership. If something is my responsibility, it gets done — and done properly. I've built client relationships that lasted years, not months, because I treat every account like it matters to my own business. Because it does. I'm available for remote contracts, fractional engagements, and project-based work. If you'd like to explore whether I'm the right fit, send me a message — I'm happy to have a no-pressure conversation about what you're working on.

Hi, I'm Faith, an experienced Account Manager and Customer Success Specialist with over 10 years of experience supporting clients, managing accounts and streamlining operations across corporate and online businesses. I help businesses retain clients, improve customer experience, and run smooth day-to-day operations, ensuring nothing falls through the cracks. Here’s how I can support you: • Client onboarding & account management • Customer support (email, chat, WhatsApp, Slack, Discord) • Client retention & relationship management • Appointment setting & follow-ups • CRM management (Salesforce, GoHighLevel, Zendesk, etc) • Invoicing, payment follow-ups & reporting • Admin & operations support I’ve worked in high-demand environments like MTN Business and fast-paced online coaching businesses, where strong communication, accuracy, and problem-solving are essential. I’m known for being: Reliable and detail-oriented Proactive with follow-ups and client care Strong in communication and conflict resolution Able to manage multiple moving parts with ease If you’re looking for someone who can take ownership of your clients and operations while delivering a professional, seamless experience, I’m here to help. Let’s work together. Available for long-term roles and monthly retainers.

I help SaaS companies and digital businesses fix broken customer support systems, improve SLA performance, and reduce escalations by building structured, scalable support operations. With over 12 years of experience in SaaS environments — including enterprise Technical Account Management — I specialise in turning unstructured support teams into efficient, data-driven operations. I have worked with globally distributed enterprise clients across multiple time zones, managing complex escalations, SLA governance, and cross-functional coordination between support, product, and engineering teams. What I specialise in: Customer support system audits (Freshdesk, Jira Service Desk) SLA performance analysis and optimisation Escalation process design and improvement Root Cause Analysis (RCA) using 5 Whys methodology Support workflow restructuring and optimisation Customer onboarding and go-live Support SOP creation and documentation Enterprise experience includes: Managing 15 enterprise SaaS client accounts as primary escalation owner Producing SLA performance reports for Quarterly Business Reviews (QBRs) Leading Root Cause Analysis on high-priority incidents Improving service desk workflows based on ticket trend analysis Acting as SME for internal training and support enablement Coordinating global support across time zones and technical teams Who I help: SaaS startups scaling support operations Founders overwhelmed by support tickets Teams with SLA or response time issues Companies with recurring technical incidents Businesses preparing for enterprise-level customers My focus is simple: 👉 reduce support chaos, improve response quality, and build systems that scale.