OkanOkan Kibaroglu, Director of Customer Success (Secondment), has been working at Imperial College London since 2005.

Okan is on secondment from his role as 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 enjoys spending time with his family and unwinds by practicing his virtual piloting skills on his home flight simulator. 

Objectives for Customer Success

Our vision is to have delighted customers and deliver a world-class experience across the College. 

  • Service Operations includes 1st Line Support (The ICT Service Desk) and Service Management
  • Service Operations is staffed by a 1st Line Support team consisting of  28 staff, supporting all college systems and users, via its service desk, resolving approximately 7500 incidents per month, which equates to 70% of all tickets logged. The Service Management team of 10 looks after all ITIL processes covering, change, release, service onboarding, asset management and service catalogue as well as our DR/BC capability.
  • Service Operations leverages a range of technologies to visualise college incidents and events using a range of service and security monitoring tools provided by infrastructure technology. 

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 College 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.