Muhammad Arslan Bashir
Melbourne,VIC
Summary
Results-driven IT Services Manager with experience of managing and optimizing IT
service operations at PZ Cussons, a global consumer goods company. Proven expertise
in delivering high-quality IT services & solutions, driving process improvements, and ensuring
alignment with business objectives. Adept at leading cross-functional and geographically dispersed teams, managing complex IT projects including Budget, and implementing ITIL best practices to
enhance service delivery and customer satisfaction.
Overview
9
9
years of professional experience
Work History
IT Service Delivery Lead-ANZ
PZ Cussons
07.2023 - Current
- Formulate and implement comprehensive IT strategies and roadmaps in alignment with corporate goals, ensuring long-term scalability and technology innovation.
- Oversee all aspects of ANZ Business IT needs e.g. Networks & Security, end user support & compute, ERP and TPM solutions in collaboration with internal and external teams
- Manage IT service delivery, ensuring high availability and reliability in line with business requirements.
- Lead IT projects, including the development of detailed project plans, resource allocation, and milestone tracking.
- Oversee incident, problem, change, and release management processes for smooth operations.
- Manage the IT service delivery budget and ensure alignment with financial objectives.
- Drive continuous improvement initiatives to enhance service quality, efficiency, and customer satisfaction.
- Establish and manage relationships with key IT vendors, negotiating contracts and ensuring SLA compliance.
- Collaborate with IT security teams on risk management, security assessments, and incident response.
Key Achievements:
Successfully led the roll-out of Co-pilot and Windows 11 upgrades.
Spearheaded network bandwidth upgrades to optimize performance across business operations.
Delivered an enterprise-wide Expense Management solution on time and within budget.
IT Site Support Manager- ANZ
PZ Cussons
06.2021 - 07.2023
- Directed the design, implementation, and ongoing maintenance of company-wide hardware, software, and network systems, ensuring high performance, security, and reliability.
- Ensured full compliance with relevant laws and regulations through robust security protocols, disaster recovery plans, and risk mitigation strategies.
- Led key vendor relationships to ensure IT services are delivered effectively e.g. Network, Compute and ERP, meeting all SLAs and providing optimal support to the business.
- Oversaw ITIL Service Management processes across internal teams and suppliers, continually improving service quality across the ANZ region.
- Managed critical IT projects, from system migrations to infrastructure upgrades, ensuring timely and cost-effective delivery.
- Led major incident teams, coordinating swift resolutions for high-priority incidents while providing clear communication on business impacts.
Key Projects & Achievements:
Successfully executed Project "The Big Shift," managing an office relocation from Mulgrave to Cremorne with minimal business disruption.
Led the 5am Divestment Project, managing all TSA activities and ensuring seamless execution.
Directed Project Sunrise, overseeing the complete Service Management RFP process, and selecting key vendors for service management, compute, and security.
Rolled out MS Teams Meeting Rooms and MS Teams Disaster Recovery, enhancing collaboration tools and operational resilience.
Managed the migration to OneDrive, improving data accessibility and collaboration across the business.
Implemented an Internet Café solution to enhance network performance and drive user productivity.
Led the move from Uniflow on-premise to UniflowOnline, optimizing printing services and reducing operational costs.
IT Support Engineer L1 & L2
Allied Bank Limited
03.2016 - 05.2018
- Provided end user support for the Bank head office and 1300 plus branches.
- Created user accounts and assigned permissions.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Increased user satisfaction through effective communication and timely resolution of support tickets.
Education
Master of Science - Network Systems
Swinburne University of Tech
Melbourne, VIC12.2020
Bachelor of Science - Computer Engineering
Comsats
Lahore09.2015
Skills
- SLAs and XLAs
- Vendor & Contract Management
- Incident, Change, Problem and Release Management
- ITIL Knowledge
- Service Delivery Optimization
- Stakeholder Management
- CSI
- Team Leadership
- Business Partnering
- Cost control and Budget Management
- Technology Integration
Timeline
IT Service Delivery Lead-ANZ
PZ Cussons
07.2023 - Current
IT Site Support Manager- ANZ
PZ Cussons
06.2021 - 07.2023
IT Support Engineer L1 & L2
Allied Bank Limited
03.2016 - 05.2018
Master of Science - Network Systems
Swinburne University of Tech
Bachelor of Science - Computer Engineering
Comsats
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