Murat Delialioglu Email & Phone Number

Sydney, Nsw, Au

Eveleigh, New South Wales, Australia

Seven West Media (ASX: SWM) including Channel Seven network is one of Australia’s most prominent media companies, reaching more than 19 million Australians a month with a market-leading presence in broadcast television, publishing and digital. Affiliated channels include 7two, 7mate, 7flix, 7bravo, 7plus and also 7NEWS.com.au, The West Australian, The Sunday Times.Responsible for:• Management of the IT Service desk teams located in Sydney and Canberra• IT Support to internal Seven staff• Leading, coaching and mentoring IT service desk staff• Operational reporting to upper management as required• Meeting individual and team KPIs, • Developing and maintaining strong relationships with internal stakeholders and external clients• Process improvement and documentation• Asset Management• Vendor management

Lewisham, New South Wales, Australia

Christian Brothers High School, Lewisham is a private Roman Catholic, single-sex secondary school for boys, located in Lewisham, Sydney NSW. The school has approx. 1,350 students and is the oldest of the Christian Brothers Schools.● Management of Support team● Leading, coaching and mentoring of service desk staff● Technical support for Teachers and Students● Meeting documented/set SLA’s and KPIs, ensuring all interactions were of the highest standards at all times● Developing and maintaining strong relationships with Staff and Students● Asset Management

Minchinbury

The Australian Foundation for Disability (AFFORD) is a not-for-profit organisation dedicated to providing excellent services to help people with disability. Making a positive impact in the lives of people with Disability by providing accommodation and housing, community connection and disability support and employment services to people with disability within the communityResponsible for:● Management of the IT Service desk team● Leading, coaching and mentoring of IT service desk staff● IT Support to internal Afford staff● Deployment of standard operating environments● Providing clear, accurate and timely operational reports to upper management as required● Meeting individual and team KPIs, ensuring tasks are always completed to highest standard at all times● Developing and maintaining strong relationships with internal stakeholders and external clients● Asset Management● Vendor management

Surry Hills Sydney

NPS MedicineWise is an independent, not-for-profit, evidence-based organization that works to improve the way health technologies, medicines and medical tests are prescribed and used throughout Australia. Established in 1998 with the primary aim of promoting quality use of medicines, it has grown to connect with health consumers and health professionals nation-wide, changing attitudes and behaviors and empowering all Australians to make the best possible health care decisions. Responsible for:• Management of IT Services team which consisted of both service desk and infrastructure staff members.• Leading and mentoring of all IT services staff• Ensuring delivery of service excellence to clients• Providing clear, accurate and timely responses (both verbal and written) to upper management• Meeting individual and team KPIs, ensuring tasks are completed to a high standard and in a timely manner• Developing and maintaining strong relationships with internal stakeholders and external clients• Asset Management• Budget Management• Vendor management• Change Advisory Board (CAB) member

Sydney, Australia

Working onsite with MACQUARIE Bank Group Limited, a global investment banking and diversified financial services group, providing banking, financial advisory and investment and funds management services to institutional, corporate and retail clients in Australia and around the world. Responsible for:• Ensuring delivery of service excellence to all clients• Providing clear, accurate and timely responses (both verbal and written) • Meeting individual and team KPIs, ensuring tasks are completed to a high standard and in a timely manner• Developing and maintaining strong relationships with internal stakeholders and external clients.

Girraween

Premium Powders is an Australian Sports Nutrition company stocking a wide range of high quality body building supplements Responsible for:• Customer Satisfaction • Process and procedure improvements• Quality management• Ensuring service levels and other key performance metrics are met.• Daily, Weekly and Monthly reporting for management• On going staff development

Sydney/Canberra, Australia

Datacom designs, builds and runs IT systems and service desk facilities for external businesses including Government agencies ( eg:- Australian Taxation Office). Achievements:- • Successfully achieved all required service levels for our client while maintaining customer satisfaction above 90%.every month. • Conducted review of processes and procedures and identified areas which required change or improvements to further improve the service being provided to our client. • Identified shift left opportunities (taking on work from other departments) to further improve service being provided whilst lowering overall costs to the business. Responsible for:• Management of Service Desk Staff consisting of 8 Team Leaders and their teams located in 2 locations (Sydney and Canberra)• Servicing approx 20,000 contacts per month• Process and procedure improvements• Customer Satisfaction• Incident / Problem management• Regular meetings with external vendors• Change management• Quality management• Ensuring service levels and other key performance metrics are met• Daily, Weekly and Monthly reporting for upper management• On going staff development• Setting KPIs for staff• Resource management and staff retention

North Sydney

Achievements:- • Successfully achieved all required service levels month on month while maintaining customer satisfaction above 90%.every month. • Conducted overview of all processes and procedures and identify areas which needed change, updating or new processes created to further improve the service being provided to the customers• Identified shift left opportunities (taking on work from other departments) to further improve service being provided whilst lowering overall costs to the business.• Successully transitioned Mortgage Choices email system from Lotus Notes over to Google Apps for Business• Transformed under performing IT helpdesk from under performing to first ranking department in the company through process enhancement, improved tracking and consistent quality measurement• Part of project team which successful transitioned Mortgage Choice’s previous CRM (Discovery) which was a custom in build system to new CRM system (Microsoft Dynamics). Responsible for: • Management of service desk staff.• Providing support to Mortgage Choice internal Head office staff and franchisees nation wide.• Creation, training and adherence of service desk processes, policies and procedures• Maintaining Customer Satisfaction above 90% consistantly.• End-to-end management of all incidents received• Statistical performance analysis for staff• Weekly /Monthly reporting• Resource management and recruitment • Incident /Problem management• Knowledge management• Quality management• Annual budget reviews and recommendations

North Ryde

I held various positions during my employment with CSC which included: - Service Desk Manager, Operations Lead, Client Services Manager.Skills acquired:-  Management of Service Desk staff delivering Customer Service & IT support to multiple clients. SLA reporting Resource management  Quality Management  Change management Process and Procedure improvement