Liam O'Grady Email & Phone Number

Australia

Leader for employee ICT experience teams

Australia

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

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… Show more 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

Australia

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… Show more 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

Sydney, Australia

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… Show more 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

Dublin/Sydney

Diploma, Business Administration And Management, General

Applied Chemistry

Diploma, Information Systems

Leaving Certificate

Certification, Lean Six Sigma, Green Belt

Diploma Project Management, Pmbok Project Management