SSG20: A new order

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.

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)

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.

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.

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.

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.

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.

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 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 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.

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.

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!