Liam O'Grady

Experience

• 

  Dell

  Apr 1999 - Oct 2000

  Technical Support agent
• 

  Heatons LTD

  Jan 2001 - Dec 2002

  Network Administrator
• 

  ICON plc

  Apr 2003 - Nov 2021

  Following success below, assumed additional accountability for Global IT Service Desk, IT Service Management and IT Service Partner teams with a focus on driving process improvement, innovation and automation to drive key efficiencies and improved customer outcomes. I led a globally dispersed team of 60+ continuing to invest in improving strategic and operational alignment, engagement and a customer-centric culture. Responsible for multimillion-dollar CAPEX, OPEX and vendor management. ITIL process owner, ServiceNow business owner and steering committee member for RPA with business line responsibility for ITSM automation outcomes.- Continued to transform and evolve ITSM globally into a standardised and united platform empowered by technology utilisation and centred on value creation and business benefit; - Automated 20% of previously manually completed requests and kick-started the transition to self-service;- Engineered OPEX savings and customer benefit through deployment of a Virtual Support Agent (chatbot); - Increased employee engagement to above the company and industry average with less than 5% attrition Show less Promoted to lead the Global IT Service Desk with a focus on bringing together a geographically dispersed team and create a standardised model underpinning a superior customer experience and focus on outcomes. - Established a best-in-class global service desk supported by off-shore operations in the Philippines and in India;- Elevated internal customer satisfaction from 70% to the high 90s, driving prioritised, validated continuous process and system improvement initiatives informed by surveys and feedback tools Show less Supporting growth across the APAC region through the development of a scalable, cost-effective and standard IT platform and the IT management of new office openings, this was a generalist IT leadership role responsible for the management and optimisation of local infrastructure, telephony, desktop environment and vendors. I oversaw all level 1-3 support across the Asian region, while scaling teams to meet new business needs and using process automation and deployment of new technology to create value. - United a previously fragmented mode of operating to create a standard IT operating environment;- Designed a regional framework including support model, SLAs and an IT ticketing system;- Created a standardised desktop environment and introduced remote deployment services to reduce IT risk and navigate challenges related to remotely managed IT operations. Show less

  • Global Director Digital Operations, Service Management

    Sept 2019 - Nov 2021

  • Director IT Operations

    Oct 2017 - Sept 2019

  • Senior IT Service Delivery Manager

    Mar 2007 - Oct 2017

  • Network Supervisor

    Jan 2006 - Mar 2007

  • Senior IT Support Analyst

    Apr 2003 - Jan 2006
• 

  Atlassian

  Jan 2022 - Nov 2023

  PeopleOps Innovation Program Manager

  Implemented automated service options for Atlassian's PeopleOps group including a virtual agent for service delivery.Program Manager for Atlassian's PeopleAI team which is responsible for design and delivery of PeopleOps solutions using Large Language Models such as OpenAI

• 

  Brisbane City Council

  Apr 2024 - now

  Manager Workpace Services

  Leader for employee ICT experience teams