Sally Anne Murphy
About Sally Anne Murphy
Sally Anne Murphy serves as the ITSM Change Manager at KPMG Australia, a position she has held since 2020. With a background in IT service management and customer experience, she has over a decade of experience in various roles at KPMG and has completed relevant studies in programming, networking, and ITIL.
Work at KPMG Australia
Sally Anne Murphy has been working at KPMG Australia since 2010, holding various positions over the years. Currently, she serves as the ITSM Change Manager, a role she has occupied since 2020 in Melbourne, Victoria. Prior to this, she was the IT Service Desk Manager from 2018 to 2020 and the Customer Experience Team Lead from 2015 to 2018. Her earlier roles included Team Lead for Request (Asset Management) from 2013 to 2015 and Customer Service Analyst from 2008 to 2013. She also worked as a Logistics Coordinator for the Telstra Mobility Project in 2010-2011.
Education and Expertise
Sally Anne Murphy studied at the Northern Melbourne Institute of TAFE, where she focused on Programming and Networking, achieving a Certificate IV in 2008. She also completed ITIL Foundation training at ProActive Learning in 2012, obtaining the ITIL Foundation v3 certification. Additionally, she earned the ITIL® Intermediate Certificate in Operational Support & Analysis from the same institution in 2012. Her expertise includes conducting Post-Incident Reviews for major incidents and providing education on Change, Problem, and Knowledge processes.
Background
Before joining KPMG Australia, Sally Anne Murphy worked at Target Australia Pty Ltd from 2002 to 2010, where she held roles as Supervisor-Cashier and Receptionist. Her experience in customer service and management laid the foundation for her later roles in IT service management. Throughout her career, she has developed a strong background in IT service delivery and customer experience.
Achievements
In her current role as ITSM Change Manager, Sally Anne Murphy generates and provides reports on stale articles and processes for the Senior Leadership Team. She maintains and updates templates for Change, Problem, and Knowledge process artifacts. Additionally, she is responsible for performing Problem Management on tickets older than 60 days, ensuring accountability and deadlines are documented. Her contributions to the organization include providing education through written materials and in-person sessions.