Verified
This profile is verified using an email address.
EVA NALUMIISA MAGEMBE
KAMPALA,UGANDA
Summary
Results-oriented Operations and Service Delivery Manager with over 15 years in telecommunications, retail, and hospitality. Expertise in managing service performance, enhancing customer experience, and driving process improvements. Skilled in stakeholder management, performance reporting, and team leadership, delivering practical solutions that optimize operational efficiency and elevate service quality.
Overview
3
3
Languages
11
11
years of post-secondary education
19
19
years of professional experience
Work History
Business & Operations Manager
Dubai Supermarket Limited
Kampala, Uganda
07.2017 - Current
- Lead end-to-end business operations, ensuring efficient service delivery, customer satisfaction, and achievement of operational and financial targets.
- Manage and develop frontline teams through workforce planning, performance management, coaching, and scheduling to deliver consistent service excellence.
- Develop and implement Standard Operating Procedures (SOPs), monitor KPIs, and drive continuous process improvements to enhance operational efficiency.
- Oversee procurement, supplier relationships, inventory management, and budget control to ensure product availability and cost efficiency.
- Introduced structured procurement, inventory management, and operational control processes that improved efficiency and stock availability.
- Developed operational reporting dashboards that enabled faster, data-driven decision-making and improved performance monitoring.
- Improved workforce productivity through effective performance management, staff scheduling, and clear operational accountability.
- Implemented cost-control initiatives that minimized operational waste while sustaining high customer service standards.
Senior Manager, Internal SLA - NOC
ZTE Uganda LTD
Kampala, Uganda
09.2015 - 07.2017
- Led service delivery and SLA performance for MTN Uganda's managed network services, ensuring consistent achievement of contractual and operational targets.
- Monitored operational KPIs, analyzed service performance, and implemented corrective actions, enhancing customer experience and operational efficiency.
- Monitored operational KPIs, analyzed service performance, and implemented corrective actions to improve customer experience and operational efficiency.
- Coordinated internal teams, vendors, and customer stakeholders to ensure seamless service delivery and effective issue resolution.
- Coordinated internal teams, vendors, and customer stakeholders to ensure seamless service delivery and resolve issues effectively.
- Strengthened operational governance, compliance, and reporting processes, facilitating successful renewal of MTN managed services contract.
Senior Manager, Internal SLA - NOC
MTN Uganda LTD
Kampala, Uganda
09.2010 - 08.2015
- Led Network Operations Centre performance, ensuring achievement of service delivery targets, operational excellence, and superior customer experience.
- Supervised, coached, and developed team of 18 employees, fostering high performance, accountability, and engagement.
- Championed continuous improvement initiatives that streamlined processes, enhanced service quality, and improved operational efficiency.
- Coordinated incident, problem, and change management processes to minimize service disruptions and improve service reliability.
- Collaborated with internal business units, regional teams, and external partners to deliver efficient, customer-focused operations.
- Championed continuous improvement initiatives to streamline processes and enhance service quality, contributing to overall operational efficiency.
- Strengthened compliance and operational governance by ensuring timely closure of audit findings and adherence to MTN policies and regulatory requirements.
Network Quality Assurance Engineer
MTN Uganda LTD
Kampala, Uganda
01.2008 - 01.2010
- Conducted quality assurance assessments and performance analysis, identifying opportunities to improve operational efficiency and network reliability.
- Conducted quality assurance assessments and performance analysis, identifying actionable insights to enhance operational efficiency and network reliability.
- Coordinated maintenance activities and tracked work orders to ensure timely resolution of operational issues and service restoration.
- Produced operational performance reports and maintained accurate system records to facilitate planning, compliance, and informed decision-making.
- Collaborated with cross-functional teams to enhance service delivery and operational performance, leading to promotion to Senior Manager - Internal SLA.
Education
The Oakseed Executive Leadership -
Institute for National Transformation
Kampala 06.2024 - 12.2024
Master of Business Administration - Project Management
Makerere University
Kampala 08.2008 - 07.2010
Bachelor of Science - Electronics and Communication
University of Dar es Salaam
Dar es Salaam 08.2002 - 07.2005
Uganda Advanced Certificate of Education -
Gayaza High School
Wakiso 02.2000 - 12.2001
Uganda Certificate of Education -
Gayaza High School
Wakiso 02.1996 - 12.1999
Skills
- Operations management
- Customer experience management
- Service quality management
- Operational strategy
- Process improvement
- Business performance reporting
- Supply chain optimization
- Incident management
- Problem management
- Change management
- Stakeholder management
- Compliance and risk management
- Team leadership
Languages
English
Proficient (C2)
C2
Luganda
Proficient (C2)
C2
Swahili
Elementary (A2)
A2
Timeline
The Oakseed Executive Leadership -
Institute for National Transformation
06.2024 - 12.2024
Business & Operations Manager
Dubai Supermarket Limited
07.2017 - Current
Senior Manager, Internal SLA - NOC
ZTE Uganda LTD
09.2015 - 07.2017
Senior Manager, Internal SLA - NOC
MTN Uganda LTD
09.2010 - 08.2015
Master of Business Administration - Project Management
Makerere University
08.2008 - 07.2010
Network Quality Assurance Engineer
MTN Uganda LTD
01.2008 - 01.2010
Bachelor of Science - Electronics and Communication
University of Dar es Salaam
08.2002 - 07.2005
Uganda Advanced Certificate of Education -
Gayaza High School
02.2000 - 12.2001
Uganda Certificate of Education -
Gayaza High School
02.1996 - 12.1999