Managed Services: The talent behind the team

The Managed Services division at Tugela People was set up almost three years ago and has an established track record for providing post-implementation support for Sage People, empowering global, mid-sized organisations to get the most from their HRIS investment.

Latterly, support services have been added for TalentLMS, with plans to extend this to other HR-related solutions and services that Tugela People provide.

The Managed Services division has seen substantial growth since its inception, both in terms of the number of clients supported, services offered and the team that provides the support. The team provides an essential service and enable clients to get the most out of their systems, allowing them to focus on the value-add activities of their roles. This includes the provision of support on day-to-day administration, simple fixes and complex system set-up.

Meet the talented team

Jamie Wilkins | Head of Managed Services

Jamie Wilkins helped to establish and continues to head up the Managed Services team for Tugela People.

Before joining Tugela People, Jamie worked in several generalist HR roles for eight years and became CIPD level 5 qualified. Jamie was always drawn to the systems side of things and was involved with several HRIS implementations, migrations and system improvement projects.

In 2018 Jamie joined Tugela People as an Implementation Consultant and was in charge of several Sage People implementations and internal colleague technical support before becoming responsible for shaping the delivery of Managed Services. Jamie’s role included making the service scalable alongside growing and developing the internal structure, people and service offerings.

Having a strong technical mindset and a good understanding of HR, Jamie gets tremendous satisfaction taking on complex customer requirements and providing creative solutions to problems. Jamie finds it rewarding to reflect on all that Managed Services has achieved to date and is proud to be part of a team dedicated to supporting their customers. As a result, the Managed Services division can boast a 100% renewal and a 100% happiness rating to date, something the team are incredibly proud of.

Jamie enjoys motorsport, cooking pizza (a lockdown challenge he set himself) and taking his golden retriever on long walks outside of work.

Zoe Van Lokven | HRIS Business Analyst

 Zoe Van Lokven is currently the first line of support for the majority of our monthly contracted Managed Services clients. Zoe supports clients with daily system tasks, troubleshooting, configuration and coaching.

Before joining Tugela People, Zoe worked in customer services for over nine years. This included running her own department for two years, which involved managing orders, stock levels and department presentation, leading promotional changes, and participating in charity events.

In 2019, Zoe became the first successful Apprentice for Tugela People, achieving a distinction for Level 3 Business Administrator and going on to become the first line of support for Managed Services clients. Zoe supports clients with anything from running reports, Absence management and Time Off Migrations, configuring Process Builders and running calls, in addition to talking clients through system functionality.

Zoe has an analytical mind and passion for creativity; she is an eager problem solver.

Outside of work, Zoe enjoys tabletop games, art (of many varieties), singing and spending time with her five rabbits.

Susan Martin | HRIS Technical Support Consultant

Currently, in the first year of her Tugela People journey, Susan Martin supports the Head of Managed Services and provides second level escalation support for the team. Fifteen years of hands-on coordination and business process to IT system translation experience enables Susan to take a professional and proactive approach to address the HR requirements for Tugela People clients.

During the course of her career, Susan performed various roles, including Holding Administrator, HR Coordinator and Payroll, which led to her achievement of the CIPD level 5 Diploma qualification. With a focus on the impact of HR systems on employee engagement during her studies and the comprehension of the analytical requirements of the emerging HR strategic positioning, Susan has been able to lead many resurrections and re-implementations of existing HRIS systems, as well as a quick start implementation of the Sage People system - maximising and stretching all modules of the system even in a very short time frame.

This ability to translate a HR business need through an HRIS system, to deliver reporting functionality and simultaneously engage employees whilst implementing self-care processes for data management led Susan to Tugela People. Susan has quickly established herself in the business, with excellent team collaboration within the Managed Services division and the Tugela People team as a whole and formed strong relationships with clients and their businesses.

The creative side is never far away, and a recent house move has allowed for the beginnings of a vegetable patch and for Susan to enjoy the pleasures of gardening.  Art has also been a passion, and (once the garden is finished!) it’ll not be long before the next round of inspired artwork is created for the local exhibitions.

Renata Boesche | HRIS Technical Support Consultant

Renata Boesche is passionate about all things HR. She started her career with an internship in a large automobile manufacturer in Germany and wrote her thesis on intercultural communication. She has lived and worked in Brazil, Germany, Spain, UAE and the UK.  Renata has worked on and provided support to all employment stages, from hiring and onboarding to terminations. She has led various projects, such as centralising the HR processes from multiple countries, including Germany, Netherlands, Denmark, Norway, France, Spain & Portugal, to the head office in Dubai. She’s a keen learner of HR systems, providing training and development.

Renata works mainly as a dedicated resource and system admin for a key Tugela People customer, providing day to day support and training to HR Business Partners and HR Admins across six countries. Since joining Tugela People two years ago, she has qualified with Prince 2 Foundation and Practitioner and enjoys project management. Renata is passionate about offering technical solutions and comprehensive HR support through our flexible Managed Services function, transforming requirements and needs into reality. The implementation of Sage People, Information Systems, ticketing systems, data integrity, policies and processes are her key focus areas. She possesses strong language skills, speaks German, Portuguese, Spanish and English fluently and has a keen eye for detail.

Renata enjoys running, swimming, travelling, reading, and spending time with friends and family and a good BBQ outside of work!

Find out more

To find out more about the services offered or to discuss your potential support requirements, why not reach out to us on tel +44(0)1908 030360 or email: info@tugelapeople.com. Alternatively, complete the ‘Get in touch’ form and a member of our team will be in contact with you.