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Jakes Oosthuizen

IT Manager - Service Delivery

Professional Profile

Jakes has the energy, passion and relentless ambition needed to ensure that positive project and service delivery  outcomes are achieved within the parameters of time, cost, scope, risk and benefits. He has a hybrid of skill sets as well as extensive technical ability and knowledge regarding all current IT technologies being used. He has a vast experience of managing expectation and providing excellent customer service. He will always take ownership of any problems that arise. As a true professional he can act as a bridge between the IT department and other sections of the business. His greatest strength is his ability to continually raise the bar in anything he does. Furthermore he possesses a forward thinking mind-set to build professional relationships and focus on the Business Values.  On a personal level he is friendly, willing to help, but always highly professional and has a positive “can do” approach as well as a flair of thinking on his feet.


A professional member of the Project Management Institute. Member ID 4445437

Area of expertise

  • Process Improvements
  • Budget Management
  • Strategic Planning
  • Infrastructure and Systems Design / Integration
  • Personnel Development
  • Vendor/Financial Management
  • Change Management
  • Incident Management
  • Project Management 
  • Team Leadership
  • Relationship Building
  • Process Improvements
  • VIP, Customer and Stake Holder Satisfaction orientated.

Service Delivery Acumen

  • Managing of large widely distributed IT Service Delivery teams across Glencore South Africa.
  • Implementation of  ITIL framework to fit Glencore South Africa needs for formal processes for Incident, Change, Service Request, Asset, Availability and Configuration Management.
  • Works with IT and Business leaders to improve IT Service Delivery.
  • Documents current state of all processes.
  • Updates and maintains ITSM documentation and ITSM toolset.
  • Works within various IT teams and Project teams to improve the workflows for all ITSM modules.
  • Identify and elevate issues impacting on achievement of service delivery objectives and to continually improve services.
  • Implement relevant and meaningful processes to meet client expectations.
  • Managing resources to meet daily delivery schedules.
  • Providing guidance to subordinates on company goals and policies.
  • Monitoring staff to ensure the prompt resolution to all client queries.
  • Managing staff training, and performance reviews.
  • Building strong, lasting client relationships with vendors and clients. 
  • Delegating tasks and responsibilities to appropriate personnel.
  • Spotting new business improvement opportunities.
  • Delegating responsibility and ownership of tasks to staff.
  • Building up a working knowledge of business operating environment.
  • Conducting key vendors and business facing meetings.
  • Resolving conflicts within the IT Team.
  • Communicating complex technical concepts to business.
  • Writing up service delivery reports.
  • Ensuring that projects are completed on time.

Project MANAGEMENT Acumen

  • Total understanding and extensive experience pertaining to the complex components of administering a project.
  • Transforms business and technical requirements into project scope and statement of work that supports strategic and customer satisfaction goals while ensuring technical feasibility.
  • Leads stakeholders and team members in designing solutions and establishing associated project timelines and budgets that allow for the delivery of the most strategic functionality within the project constraints.
  • Ensure that all projects are delivered on-time, within scope and budget while meeting or exceeding business outcomes.
  • Manages changes to the project scope, schedule, and costs using appropriate verification techniques.
  • Reports project progress and challenges to management
  • Successfully manages on-going relationships with clients, stakeholders, third-parties, and vendors during all project phases.
  • Creates and maintains comprehensive project documentation.
  • Manages multiple concurrent Information Technology projects of various sizes, from start to finish.
  • Serves as a change agent and a source of positive influence for Information Technology projects.

Knowledge, Skills and Abilities

Microsoft Technology Suite

Windows, XP, 7, 8 and 10. Windows Server 2008 R2 / 2012. Exchange and Active Directory Administration and Implementation, Group Policy Management, OCS, Lync,  System Center Service Manager , Configuration Manager and Operation Manager (SCCM, SCSM, SCOM) Hyper V. Windows Update Services (WSUS). Sharepoint, SQL Server administration and implementation.

Infrastructure Assessment, Planning and implementation

To understand the specific needs of an organization and provide recommendations or options that will help the organization achieve their goals

ITIL Service Desk Managment

 Oversee the management of all incidents, requests and problems to ensure minimal business impact. This will include the Altiris 7.5 suite aswell as Microsoft SCSM.

Mobility Solutions

Design, implementations and administration of Airwatch, Blackberry Enterprise Server, 5, 10, 12 and Good for Enterprise

Other Technologies

Symantec Enterprise Vault for Exchange, Cosign Digital Signature, VPC Policy Centre, Moodle, HP PPM Suite, Backup Exec Suite. Checkpoint Endpoint Suite, Citrix. HP 3par Storage. VMWare. Polycom and Cisco VC.

People Skills

Excellent people skills with the ability to build strong working relationships. Ability to work with people at varying levels within the organization.


The ability to receive, offer and process critical feedback in a positive way, and to explain or defend work when appropriate.  The Ability to do the preparation and presentation of clear and concise reports in both oral and written form; and the ability facilitate communication within teams.

Focus on Service Delivery

Providing excellent service to customers as the primary focus of one's actions, achieved through development and sustained productive relationships.

Continuous Quality Improvement

Setting high standards of performance for self and others, assumes responsibility and accountability for successfully completing assignments or tasks, and self-imposes standards of excellence.

Process and Principles

Demonstrated ability to use the principles and practices of project and program management including, but not limited to: knowledge of operating systems and the capabilities and limitations of hardware, computer application development, business strategies, group facilitation, change management processes, and established standards for risk management


The ability to lead, motivate, and mentor teams and resolve conflicts

Building Trust

Interacting and communicating withe others in a way that gives them confidence in one's intentions and those of Glencore.

Problem Solving

Ability to comprehend, analyze, and interpret organizational and procedural problems and recommend solutions.

Data Center Consolidation

Perform data center and server consolidation, workload planning, migration, and implementation.


Scripting to automated necessary task through use of power-shell and VB.

Current Projects

Windows 10 Rollout and Desktop Standardization

  • Implementation of MS Windows 10 & Office 2016

  • Replace and Standardize on Glencore South Fleet of computers

Modernize of the IT Service Desk

  • Automate processes with ITIL best practices for increased efficiency, reduced costs, and elevated user happiness and supply end user and IT Teams with a modern user friendly interface
  • Implement of a new Control Center that provides Support Teams with essential features and functionality including remote control of PC’s, viewing technical and user data, unlocking and resetting users’ passwords, deploying software, and more. Use in conjunction with the Cireson Portal for Service Manager for an easy single pane of glass experience.
  • Create a self-service experience that improves user satisfaction. Enable users to perform everyday self-service tasks with a personalized and customizable experience when reporting incidents, searching the knowledge base, and requesting services from the service catalog. The Self-Service Portal becomes the storefront of Glencore as a central location for all support needs.

Centralize Asset Management 

  • Manage every asset life cycle from purchase to retirement.
  • Gain a complete and accurate view of our license estate across all applications.
  • Proactively manage your software license estate to reduce costs from audits, unbudgeted true-ups, and unused license.
  • It’s essential to have an accurate understanding of our software landscape to reduce costs, ensure compliance, and minimize security risks. The new asset management tool will remove duplicates and standardize titles to ensure a complete and accurate source of truth.

Central Procurement

  • Implement of Central procurement to ensure that our turn round time is reduce from 4 weeks for ordering of IT Equipment to 1 day.
  • This will include Virtual Stores in SAP aswell as buffer stock.

Previous projects

Office Automation

  • Consolidation of SA contracts into single national contract.

Migrated of all Servers over to the new AnyAccess Domain

  • Assist local team with the migration of all servers over to the new Global Domain.
  • This includes migrating of physical and virtual servers.

Melrose Arch’s Office Move 

  • Assist and planning of moving all IT services for our Head Office to their new premises.

Security / Alarm System for Melrose Arch

  • Implemented new CCTV system for Melrose Arch Head Office (Including both 1st and 3rd floor).
  • Centralize current alarm system on 1st floor .

Office Automation

  • Consolidation of SA contracts into single national contract.

Glencore Exchange, AD and Lync Project (AnyAccess)

  • Migrating of all AD environments to the single Global forest, single domain. (Following guidelines from Global IT)
  • Migrating of the current Exchange environments to Exchange 2013.
  • Migrating of Lync 2010 to Lync 2013
  • We will be assisted by Microsoft and the Global IT Team.

Implement of Microsoft SCSM ServiceDesk Solution

  • Configuration of Incident, Request and Change Management processes in the AnyAccess environment. Includes a new  IT Service Catalog and a Self Service Portal.  Integration to the ERP system, SAP, to facilitate single repository of logging and reporting.

New Enterprise Mobility Solution - Airwatch

  • Migrated AirWatch Instance’s for both Coal and Alloys domains over to new Global Domain - AnyAccess.
  • Development of LOB application on different devices.
  • Integrating current Cisco System into the EMM strategy.
  • Create custom App packages for application such as SAP Fiori.

SQL Consolidation

  • Assist with the consolidation of all SQL instance to the new Central SQL server.

EMM Project

  • Implementing of POC of the new Airwatch EMM for Glencore SA Group (Assisted by Global IT)
  • Testing of the different devices, iOS, Windows Phone 8.1, Andriod and Microsoft Surface 3 with Windows 10 technical preview.
  • Development of Business store.
  • Development of LOB application on different devices.
  • Involve with Microsoft SA and the “one experience project” on Windows 10 Technical preview.
  • Integrating current Polycom system into the EMM strategy. 

Glencore Exchange, AD and Lync Project

  • Migrating of all AD environments to the single Global forest, single domain. (Following guidelines from Global IT)
  • Migrating of the current Exchange environments to Exchange 2013.
  • Migrating of Lync 2010 to Lync 2013
  • We will be assisted by Microsoft and the Global IT Team. 

Implement of BES 12 environment for Glencore SA Group

  • 2 new BES 12 environment have been setup for the Koornfontein and Optimum Mines
  • 1 new BES 12 server will be setup in our Regional Data Centre.
  • Once setup, all BES 5 and 10 servers will be migrated over to a single instance. 

Revamp of all Boardrooms in Glencore Coal Group

  • This will include the re-design of all meeting rooms in Melrose Arch H/Q and Coal mining sites.
  • Including install of Polycom equipment, network design, audio and video design.
  • Programming of lighting and dimmer system. 


  • Install off IP 5000 Polycom units for all Execs.
  • Re-design of Polycom estate for Glencore SA Group.
  • Upgrade of CMA to Dual Manager.
  • Deployment of new Polycom equipment. (Group 500)

Canon Smart Manager

  • Install and setup of new Smart Manager (Smart Manager is a Document Output Device Fleet Management tool that will automatically report meter readings and consumable status of all connected devices) solution for Alloys and Coal Business Units 

Migrating of Mozambique Lotus users to Exchange

  • Assisting the London team in migrating the Mozambique users over to the South African Exchange environment. 

UPS and Generators

  • Consolidating of all UPS’s in the Melrose Arch offices (This will include the consolidating of 3 UPS’s to 1)
  • Power reticulation 

Secure Printing and integration to SharePoin

  • Integrating the current secure printing solution into SharePoint to allows users to view their current month usage 

Lync client 2013 Rollout

  • Deployment of Lync 2013 client to the Glencore South African Group
  • Deployment is handled through Altiris NS 

Migration of Physical Servers to new Storage Cluster

  • Migration of all physical servers to the new Storage Cluster. (Excluding AD and Exchange)


  • Implement and Design of HP PPM solution for Glencore SA Group 

Adobe Digital Signature rollout for Glencore SA

  • Implement and design of digital signature through the Adobe workflow 

Cosign / Sharepoint implementation for Glencore SA

  • Assisted the IS team with the implementation and rollout of the Cosign solution 

Relocating of critical business services to Hosted Data Centre.

  • Assisted in relocating of critical business system to the RDC Hosted Data Centre

Decom of old Glencore.local domain

  • Assisted the infrastructure team to completed the decom of the Glencore.local domain 

Consolidating of VPC Policy system.

  • Consolidating of the Glencore South Africa Policy Centre for both Alloys and Coal
  • This include of migrating the current SQL 2005 data to SQL 2008R2 and moving from Server 2003 to Server 2008 R2. 

Network / IT consolidation at Melrose Arch between the 1st floor (Old Xstrata) and 3rd floor (Glencore).

  • This includes migration of IT systems, relocating of servers to Data Centre on 1st floor and re-designing of network 

Mitel VoIP implementation for 3rd floor Melrose Arch (Glencore).

  • Implementing and extending of Mitel VoIP solutions for Alloys and Glencore. 

Lotus to Exchange Migration – Melrose Head Office

  • Migrating of 50 users from Lotus to Exchange
  • Migrating of all user over to new domain – ZAC
  • Used Quest Software to assist with the bulk migration.

Blackberry 10 implementation for Glencore South Africa.

  • Implementing of Glencore BES 10 

Rollout of region ServiceDesk for Glencore South Africa.

  • Servicedesk solution used was Altiris ServiceDesk 7.5 

Transnet / Coal Project

  • Creating of automated system with the assistance of Transnet.
  • The system will allow to removal of the human factor as all info will be send through email and all forms will be auto populate in PDF format.
  • System captures XML files from Transnet server, XML files are send through to Adobe Workflow system and then converted in to PDF with all data. Once populate, email automatically is send through to operators. 

Implementing of Cisco Wireless deployment for third floor in Melrose Arch

  • Extending of Corp Wifi to our 3rd

AS/400 decommission

  • Work with TCM / IBM to completed data backup of all 4 AS/400 for Glencore South Africa

IT infrastructure solution for new mining operation, Radio Link to WAN, File and Print, Weighbridge, Railway Bridges and Admin office.

  • Steel Coal Plant - LAN Connectivity and T&A at new Plant Operation. Radio Link to Duva
  • Power Station, three 8 port switches, Boom Gates, Access Readers.

 Koornfontein Telkom Infrastructure Relocation

  • Requirement to move Telkom data line to a more secure location. Move telkom system to IT Server Room at Blinkpan

 Shanduka Secondary SQL Server

  • Requirement for IT Best practice. ERP Instance needs to be on its own SQL Server and all other instances migrated to secondary SQL Server.

 MPLS Consolidation - Coal Assets

  • Assisted the Infrastructure team of the Consolidation of all Glencore Coal Assets into a Single Date Communication Network

Professional Experience

October 2016Present

IT Service Delivery Manager


I am currently the IT Service Delivery Manager for Glencore South Africa and accountable for conceptualizing the IT service delivery strategy. My main goal is to create and sustain a service orientated culture by introducing and deploying of new services and ensuring continuous improvement of current service. This will include the liaising and collaborating closely with various internal and external stakeholders as well as monitoring services delivered.


• Partner with Service Owners and IT Leads to create and maintain a holistic view of Technology Services activities to ensure effective delivery, management and improvement of services that align to and meet Application LOB needs.

• Monitoring and reporting on the performance of services through Key Performance Indicators (KPI) and metrics, including participation in requirements gathering for the development of scorecards and dashboards.

• Direct continuous improvement activities to ensure maturity levels continue to be achieved; champion continuous improvement initiatives

• Develop, implement, monitor and improve customer-facing Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) to create alignment to business outcomes

• Understands business priorities, rationalizes demand and communicates priorities to ensure technology staff is working on the highest value activities. Helps translate incoming demand to required supply.

• Escalation point for Technology and Applications staff

• Manages business partner expectations around delivery.

• Drive and contribute to the vision, strategy, planning and rollout of the IT Service Management Service Delivery capability.

• Complete of IT Budget for Service Delivery Department. 

• Develop, train and mature the IT Service Delivery Team for Glencore South Africa. (Team size of 60) 


Apr 2006October 2016

User Support and Projects Manager

Glencore / Xstrata

I am currently performing a dual role.

From a User Support Manager point of view I am responsible for the management, planning and delivery of on-site IT Management for Glencore South Africa. This will include liaising with local or global project teams to provide support and information on local applications, local infrastructure, third parties and third party interfaces for the delivery of the IT organization’s process improvement and change initiatives.  Working with cross-functional teams to design, develop and integrate standard ITSM processes and procedures utilizing best practices and the ITIL framework. I am also managing two technicians (Service Desk, Desktop, Security and Infrastructure Operations ) that includes two data center's. This will also include the VIP Support for our Executive teams.

From a Project Manager point of view I am responsible for ensuring consistency of service delivery and identifying opportunities for developing both the quality of profitability of the the services. In charge of providing the Project Management for delivery of the IT solutions that require deliverables from teams across the organisation and with 3rd party vendors.

Dec 2005Apr 2006

Senior Systems Administrator

Redtin / Izinga

Responsible for the technical design, planning, implementation, and the highest level of performance tuning and recovery procedures for mission critical enterprise systems. Serves as a technical expert in the area of system administration for complex operating systems and network infrastructure. Recommends the redesign and configuration of operating systems and system applications. Investigates and analyzes feasibility of system requirements and develops system specifications. Identifies methods, solutions, and provides project leadership and management in order to provide a high level of service to the customers of the department. Performs full supervision of Operations staff.

Jul 2004Nov 2005

IT / IS Administrator


Responsible for designing, organizing, modifying, and supporting a company's computer  and server systems. Designs and installs LANs, WANs, Internet and intranet systems, and network segment. This inclulded Windows aswell ad Linux environments.

Mar 2001Jul 2004

Support Engineer

Business Connection

Responsible for the smooth running of the computer, server and data center environments at Sasol and ensuring users get maximum benefits from them. Individual tasks  include installing and configuring computer  and server hardware operating systems and applications;

  • monitoring and maintaining computer systems and networks;
  • troubleshooting system and network problems and diagnosing and solving hardware or software faults;
  • replacing parts as required;
  • providing support, including procedural documentation and relevant reports;
  • following diagrams and written instructions to repair a fault or set up a system;
  • setting up new users' accounts and profiles and dealing with password issues;
  • conducting electrical safety checks on computer equipment.