Okan Kibaroglu, Director of Customer Success, has been working at Imperial College London since 2005.
Okan was previously our Director of Business Operations and before that he served as the Head of Governance for five years, prior to this he was a Production Services manager for almost five years, and his first role in the College was a Data Centre Manager.
Okan’s qualifications include a Master of Science degree in Computing from Bogazici University in Istanbul.
He had his own software company before taking up roles in the finance and transportation sectors and becoming an IT manager at DHL Worldwide Express. Later he moved to the UK with his family in 2001 to take up the role of IT Operations Manager at DHL Worldwide Express' Europe and Africa Data Centre.
He has been a PCI-DSS Internal Security Assessor for Imperial since 2020, ensuring our university can continue to accept card payments from our staff, students and other customers.
He enjoys spending time with his family and unwinds by practicing his virtual piloting skills on his home flight simulator. He qualified for a Private Pilot Licence in 2023 and continues to enjoy his hobby for some real-life flying in his spare time, too.
Objectives for Customer Success
Our vision is to deliver a world-class digital experience to all our staff and students across the university.
- Customer Success Team includes the ICT Service Desk and Service Management
- Service Desk supports all Imperial systems and users. As of June 2024, they resolve, on average, 80% of incidents on first contact; this reaches approximately 92% on second contact, that is after assigned to a different resolving team. The percentage of our customers, who are satisfied with the service has been at an all-time high of 95% for 6 months in a row.
- The Service Management team looks after all our Service Management processes covering, incident, change, release, service onboarding, asset management and service catalogue as well as our disaster recovery capability, ensuring we have standard processes to continuously improve our services.
Okan is responsible for the strategic development of customer experience, driving development and continuous improvement of customer service delivery and the customer journey. His role will lead on providing world class customer service, proactively improving service performance, driving down incident volumes, and increasing the productivity of our staff and students.
Establishing new ways of working, Okan will support the team to make sure we can deliver an excellent service through enhanced training, mentoring, and coaching.
Watch Okan's video to hear more about him and his ambitions for ICT.