Justus Terblanche

Background

About Justus Terblanche

Accomplished Senior Executive with over 25 years of extensive International Telecommunications & IT expertise. Most recently, at the helm of a Pan-European Juniper support team dispersed across EMEA. Proven expertise in orchestrating business strategies to optimize operational efficiency and delivering world-class customer experiences. A steadfast commitment to achieving the highest standards, coupled with a proven track record of building strong relationships with clients, partners, and stakeholders across hierarchies. A dedicated advocate of fostering talent and cultivating customer-centric teams that exemplify service excellence. Key achievements Juniper Networks: • Strategically devised and executed a plan to deliver 6-day, 13-hour support, achieving an impressive 85% first-touch resolution rate within the theatre. • Initiated the establishment of a dynamic L3 Software team proficient in supporting more than 24 different software products. • Pioneered the formation of a ground-breaking L3 & 24 x 7 SaaS Operations support team, a pioneering endeavour in the JTAC landscape. • Spearheaded the creation of a Graduate program in Romania, fostering emerging talent and laying the foundation for future L1, L2 & L3 teams. • Championed comprehensive leadership development initiatives, providing coaching, training, and developmental opportunities. Key achievements BT Global • Orchestrated Network Operation Centre transformation, consolidating 9 centres into 3 to support Transmission, Voice & Data platforms under budget and within timelines, resulting in $20 million+ savings for BT. • Synergized operations of 3 global acquisitions into a single, cost-efficient global operation, achieving a 16% reduction in operational costs. • Led a repair cycle time reduction from 5 to 3.5 hours, enhancing platform availability to 99.997% and earning recognition as the world's best platform by external analysts. • Achieved annual savings of 8% to 22% through process improvement, failure elimination, and renegotiation of third-party support contracts. • Developed customized tool solutions to enhance customer service, drive first-touch resolution, and provide quality information to clients. • Delivered financial-grade service excellence to major corporate clients and institutions.