SSG20: A new order

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Date

2 December 2020

3 December 2020

Book Before

4 December 2020

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About the Event

SSG20: A new order

Focusing on the opportunities and challenges of delivering blended support in a VUCA world

ucisa’s Support Services Group look forward to welcoming you to their – virtual conference this 2nd and 3rd December, ‘A New Order’, as they consider the opportunities and challenges of delivering blended IT support in the current VUCA (volatile, uncertain, complex and ambiguous climate).

Widely acknowledged as the best referee in rugby union, we look forward to hearing from Nigel Owens MBE whose talk on overcoming hurdles has never been so universally relevant.

This conference will also feature talks from colleagues from across the support services community, as they consider various topics within the theme.

Speakers

nigel owens

Nigel Owens MBE

Rugby Union Referee

Katie Langford

Katie Langford

IT Business Engagement Manager

Leeds Beckett University

Eleanor Draycott

Eleanor Draycott

Head of Customer Experience & Service Delivery

University of Reading

Sue Cunningham

Sue Cunningham

IT Communications Manager

University of Leeds

Andrew Dixon

Andrew Dixon

Head of Service Management Office

University of Oxford

More Info

Andrew currently heads the Service Management Office within IT Services at the University of Oxford. As an ITIL Expert, he has specialised in ITIL after spending the early part of his career in Higher Education managing the computer teaching facilities for the Engineering Faculty at University of Bristol.

person wearing a baseball cap looking at the camera

Andy Scott

Senior Manager (Service Desk and 2nd Line support)

Durham University

More Info

Andy has worked for Durham University now for just short of 9 years, he is a key figure in leading the front line services teams. Prior to his time at Durham University he has considerable experience of working within the NHS and private sector. Andy is also the co-chair of the Support Services Group and plays an integral part in the UCISA community and is always looking to contribute and encourages other share and develop.

Away from work Andy is a keen runner and golfer, and has recently started his journey as a student with the University of Sunderland as a part time MBA (Level 7 - Senior Leader Apprenticeship)

Chris Garratt

Chris Garratt

Deputy Director of IT

University of Worcester

More Info

Newly appointed Deputy Director of IT at the University of Worcester, I have worked in Education for 23 years in various roles covering IT Support, Learning and Teaching, and IT Service Management.

Rupa Dey

Rupa Dey

Deputy CIO and AD for Change Delivery

Queen Mary University of London

More Info

Joined Higher Education in May 2020 – so a newbie!
Rupa brings change delivery experience from management consulting, retail and travel industry.
Rupa will admit that she has not managed to solve the capacity management needs and is looking forward to the HE collaboration on this topic.

Alan Hamilton

Alan Hamilton

Learning Technology Support Officer

University of Edinburgh

Edward lighgow

Edward Lithgow

Learning Technology Support Officer

University of Edinburgh

Maz Nathoo

Maz Nathoo

Learning Technology Support Officer

University of Edinburgh

Rebeeca Morris

Rebecca Morris

Learning Technology Support Officer

University of Edinburgh

Robyn Pritzker

Robyn Pritzker

Learning Technology Support Officer

University of Edinburgh

Jamie Pitchforth

Jamie Pitchforth

Higher Education Practice Leader EMEA

Juniper

More Info

Jamie Pitchforth is vertical sales specialist with responsibilities for Higher Education across EMEA. In addition to initiating HE specific business development activities, Jamie is a Juniper Ambassador, authorised to write press articles & attend press engagements. Jamie’s primary area of value is supporting sales in climbing to C-level engagement with focus on business outcomes, strategic values and mapping sales win strategies to MEDDICC. Jamie joined Juniper in July 2019 and brings over 25 years of frontline networking experience.

Kevin Mortimer

Kevin Mortimer

Head of Operations

University of Reading

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Head of Operations, since joining the University in 2017, Kevin has been focussing on simplifying the services and systems that the University infrastructure was managed on and turning research requirements into services offered to customers to ensure appropriate warranty applied.

person looking at camera

Mike Burns

Head of Service Delivery

University of Warwick

More Info

Having spent over 9 years at the University of the Highlands and Islands as Customer Services Manager, Mike has recently moved to become Head of Service Delivery at the University of Warwick, leading a new team to refresh, develop and professionalize the Service Management portfolio within the newly formed Information and Digital Group. Mike has always been passionate about good customer service. As well as his work in UCISA SSG Committee over several years and achieving ITIL Expert, Mike also spent a large number of years working as Operational and Compliance Auditor for over a dozen international car manufacturers.

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Iain Cameron

IT Services, User Services Manager

University of Aberdeen

Brian Green

Brian Green

Head of Innovation and Mobile Development

Lancaster University

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Brian leads a multi-disciplined team of developers, creatives, marketers and dreamers which comprises of a core of full-time staff as well as a team of students. Using a true co-production approach, he oversees the delivery of innovative solutions including attendance, digital wayfinding, mobile phone applications, a campus voice skill.

Sarah Sweeney

Dr Sarah Sweeney

Head of Student Wellbeing Services

Lancaster University

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Sarah leads the delivery of student wellbeing services, including counselling and mental health, disability and inclusion support and student advice and engagement across the University. Sarah has driven forward the use of digital innovation to improve the services offered to students, in particular moving all services to online delivery during the Covid-19 pandemic.

Holly Rae

Holly Rae

IT Operational Leader

University of Leeds

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Holly is an IT Operational Leader who has worked in IT for the past 16 years. Holly is 18 months into completing a Chartered Management Degree Apprenticeship program, which is helping her to gain the knowledge, skills and experience to be a successful future senior IT leader.

Sarah Coulson

Sarah Coulson

HR Officer

University of Leeds

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Originally a research chemist before moving into HR, Sarah joined the University of Leeds in 2007. She has undertaken a number of roles and has been the HR Officer supporting IT since summer 2018. Sarah works extensively with managers to provide wellbeing support in addition to being a HR generalist.

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Henrik Brogger

Director of Digital Operations and Service Delivery

University of Reading

More Info

Henrik has gathered his experience of leading people through change and digital technologies from many sectors including Publishing, Tour Operating, Housing and, lately, Higher Education. Having worked in a variety of leadership roles encompassing operational management and strategic delivery, he is an experienced communicator at many levels. Henrik has spent the last decade in two leading universities creating successful Service Delivery and Operations departments with a focus on strategic goals and business outcomes, underlined by a culture of empowerment and achievement. He is the vice-chair of the UCISA Sustainability Group, member of the UCISA Support Services Group, an eager contributor to UCISA projects, and enjoys voluntary work, latest for tuition charity The Access Project. Continuous learning is a core principle to Henrik, he completed a Master’s degree with distinction in Management not long ago, and he perpetually embraces opportunities to learn through a variety of platforms. He is a keen architecture buff (having recently built a house to his own design) and loves a good cup of tea!

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Joanna Watts

User Support Analyst

University of Reading

Kate McNaboe

Kate McNaboe

Head of Events

University of Reading

Event Schedule

Day 1: Wednesday

13:00

Welcome

Jo Mortimer, SSG20 Conference chair and SSG Vice Chair, University of Reading
13:05

A personal account of the response of an IT Service to the "new normal" and the unforeseen impact on students

Chris Garratt, Deputy Director of IT, University of Worcester
13:25
13:55

Data Driven Modernisation, Digitisation & Transformation

Kevin Mortimer, Head of Operations, University of Reading and Jamie Pitchforth, Higher Education Practice Leader EMEA, Juniper
14:25

Fireside chat

Mike Burns, LIS Customer Service Manager, University of the Highlands and Islands and
Iain Cameron IT Services, User Services Manager, University of Aberdeen.
15:00

An Outside Context Problem: Culture, AI and Mind-Maps

Iain Cameron, IT Services, User Services Manager, University of Aberdeen
15:20

Nigel's personal journey on dealing and not dealing with adversity

Nigel Owens MBE, Rugby Union Referee
16:00

Close

Day 2: Thursday

13:00

Welcome to day 2

Andy Scott, SSG Co-chair, Service Desk Manager at University of Durham
13:25

Increasing Service Desk efficiency using Live Chat

Henrik Brogger, Head of IT Service Delivery, Queen Mary University of London
13:45

Queen Mary’s digital journey from Clearing to Enquiry management

Rupa Dey, Assistant Director, Change Delivery, Queen Marys University of London
14:05
14:25

Comfort break

14:40

Recruitment and onboarding new staff remotely at CIS Durham University

Andy Scott, Service Desk Manager, Durham University
15:20

Ruder Than Fiction: How The Media Influences People's Expectations of Customer Service

Katie Langford, IT Communications Coordinator, Leeds Beckett University
15:45

Conference wrap up

Andy Scott, Service Desk Manager, Durham University
16:00

Close