Founder Magazine (FM): Segametsi, thank you for joining us today. To start, could you walk us through your background and what inspired you to launch Service Xcellence?
Segametsi Mafa: Thank you for having me. I have over 18 years of ICT experience spanning government, parastatals, and the private sector—including roles at Debswana and Botswana Examinations Council. For a long time, I envisioned owning a tech consulting business. In 2020—amid the pandemic and job loss—I finally registered Service Xcellence, and it quickly became the practical realization of that lifelong ambition.
** About Service Xcellence**
Q1: What services does Service Xcellence offer, and what gap does it fill in Botswana’s ICT landscape?
A: Our firm specializes in ICT and management consulting, with core strengths in IT Governance, Service Management, Cybersecurity Awareness, and Risk, Strategy, and Project Management. We bridge critical gaps in digital transformation and operational resilience for businesses and public institutions.
Q2: Your team launched the ICT Graduates Conference and a mentorship program. What motivated these initiatives?
A: After establishing the consultancy, I recognized a pressing need to nurture early-career talent. We launched the annual ICT Graduates Conference in 2020 and expanded it with a mentorship program in 2023. Additionally, our “Character Building through Digital Awareness” talks for high school students aim to instill values and digital awareness at an early age.
** Journey & Impact**
Q3: You’ve been a pioneer at multiple organizations. How did that shape your approach to founding your company?
A: Throughout my career, I was often the first woman in leadership—whether as Assistant Systems Analyst in Francistown, IT Operations Manager at BEC, or IT Manager at Debswana. Those experiences reinforced the value of resilience, competence, and pushing boundaries—qualities that now define Service Xcellence.
Q4: What challenges have you encountered, especially in a market with tech buzzwords but limited deep understanding?
A: One major challenge is the prevalence of “hearing buzzwords” without the substance—good strategies on paper but not understood or implemented due to limited awareness or budget constraints. To address this, I host a weekly segment on Yarona FM to educate the public and professionals on digital topics like cybersecurity and digital citizenship.
** Vision & Advice**
Q5: Looking ahead, what ambitions do you have for Service Xcellence?
A: I envision our firm growing beyond consulting to champion digital transformation through events and education. We plan to scale the ICT Graduates Conference, deepen our youth-focused programs, and become a leading platform that makes ICT accessible and trusted in Botswana.
Q6: What guidance do you have for women and aspiring tech entrepreneurs?
A: Step into spaces where you’re underrepresented—don’t retreat or apologize for your ambition. Develop diverse skills, be confident, and share your story. Mentorship is key: as a leader, I strive to lift other women in tech by coaching and mentoring the next generation.