Judith Kalondu, our Group Head of Service Operations, who has 11 years + of experience in IT Service Management, describes herself as someone who is very intentional and passionate about delivering customer delight to our customers through the spirit of collaboration.
She prides herself in building empowered and motivated teams. When she is not busy working toward delivering on ‘’leading with courage’’’ she spends her free time cooking and bonding with her family and friends
Judith shares her Cellulant story:
What do you do at Cellulant?
Being with cellulant has allowed me to work on a very exciting role which entails:
- Leading a centralized 24/7 Service Desk responsible for customer support, event and solution monitoring for all Cellulant customers across the globe.
- Responsible for defining and driving success in service management practices which include Service Desk, Incident, Problem, Change and Service Level management.
- Leading in the adoption of Site Reliability Engineering (SRE) methodology to eliminate toil in customer support.
What attracted you to Cellulant:
I wanted to join the Fintech space!
Cellulant has a team of young guys energized to build the one-stop shop payment platform of choice – I was passionate to join that team.
What has made you stay in Cellulant?
New challenges and opportunities. Cellulant business is dynamic and always innovative. It’s critical to stay ahead of the game to ensure you still keep the customer delighted with our product.
Which company values resonates with you and why?
Lead with courage.
This company value resonates with me because it comes naturally with the role that I do, I need to be able to lead with courage to be able to deliver customer delight to our customers.
What has been the greatest challenge/learning opportunity about the job?
My greatest opportunity was getting a job that allowed me to redefine service delivery for Cellulant Service Operations. We have made great strides as a team in the last 1 year such as maintaining SLA compliance > 90% and defining the service management practices among others.
Who has been the biggest influence in your career & why?
Throughout my career, I have been blessed with line managers who have believed and trusted me with the assigned tasks. Continuously challenging and encouraging me to be a better version of myself.
What is something you wish you knew earlier in your life?
The only limits you have are the limits you believe.
How do you want to be remembered?
I would like to be remembered for how I made those I have interacted with feel.
What achievement are you most proud of?
Building a team that can consistently deliver above and beyond. Defined and continually optimize the IT service management practices in Cellulant.
In your own words, what does Cellulant want to do in Africa and why is that inspirational for you?
Cellulant leverages a unique set of capabilities to be the one-stop-shop payment platform for businesses across Africa.