Those responsible for service delivery management (SDM) will attest that it’s a demanding job most of the time. They do however play a significant part in the intricate web of relationships and dependencies, as the industry relies on SDM teams doing what they do best – asking hard questions and finding solutions to some of the company’s challenges.
SDM plays a major role in creating cohesion in Telcos, ensuring that promises to partners and customers are delivered seamlessly. At Vumatel, South Africa’s leading fibre provider, the SDM team has the crucial job of streamlining processes and operations between the company and its internet service provider (ISP) network.
Bongekile Tlhakanye, the Head of Department for Service Delivery Management at Vuma, understands the importance of driving value for the business and says while her department plays a pivotal role in driving value for the business, this doesn’t always win them many fans. 
“We’re like hawks,” she jokes. “The SDM team plays a big part in maintaining collaborative relationships between the internal teams and ISPs. We are often the ones asking difficult questions to ensure the company delivers an optimal service to its customers. Service delivery management remains an asset to every organisation, especially in the Telco space.”
Value driven delivery of quality service is at the core of the SDM role, and in the telco environment, this requires a heightened level of agility and ability to think on one’s feet, as the department is often at the forefront of problem-solving operational challenges.
“Being the link to effective communication and delivery between ISPs and the Fibre Network Operator, it’s important for us to understand every facet of the business, but more importantly, to resonate holistically with the business’s strategic objectives and values,” adds Tlhakanye. “That’s why we’re often referred to as the Vuma ‘everywhere’ team – we always get an ear from the value chain because it’s essential that information continues to flow, and decision-making is shared throughout the structure of the business.”
“As a woman leading a department it is crucial for me to encourage my team to roll up their sleeves and get their hands dirty, embrace a solution-driven approach, and cultivate a growth mindset. As Head of SDM at Vuma, where diversity and inclusivity are held in high regard, I am deeply grateful and fortunate to have been entrusted with this leadership opportunity and the autonomy it brings. I hope to play my part in changing this narrative and paving a way for those who would like to enter this industry” she says.
As Tlhakanye also chairs the Employment Equity Team at Vuma, she is at the forefront of driving important change for women at Vuma, and contributes to the much-needed transformation in the Telco industry, as ICASA’s 2022 report shows a 32.9% decline in female telecommunications employment, with total employment declining by 4.5% over seven years.