SSG22 - Deliberately Digital

Booking Open

Primary Sponsor


6 July 2022

7 July 2022

Book Before

24 June 2022


Voco, St David's Cardiff

About the Event


SSG22 - Deliberately Digital


We invite you to join us at the Voco, St David’s, Cardiff Bay for the 2022 UCISA Support Services Conference where we will be celebrating our diverse community’s collective achievements in making a positive change to our institutions.

As institutions we are moving from accidental agility to deliberately digital, reflecting on the effectiveness of our current digital practices, evaluating what must change to deliver more effectively, and re-evaluating our ambitions. What opportunities and challenges is this creating for you and your teams?

Join SSG22 as we focus on the impact of digital across University services, and in particular what it means for those who support them.

We are looking for speakers who can talk about the impact within their organisations, including (but not limited to) topics such as:

  • How are we rising to the challenge of an increased need for digital security
  • Delivering good customer service remotely
  • Online examinations
  • Online learning
  • Supporting dual mode teaching
  • Data analytics
  • Staff turnover & recruitment in a digital world
  • Mental wellbeing in a digital world

Should you or a colleague have an idea in mind that covers one of these topics, please submit a short summary of the proposed presentation via our online form


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Kate Carrington

IT Service Desk Manager

Manchester Metropolitan University

Katie Langford

Katie Langford

IT Communications Coordinator

Leeds Beckett University

person smiling at the camera

Suzie Imber

Associate Professor of Planetary Science

University of Leicester

black and white head shot of Sharon McKoy

Sharon McKoy

Assistant Director & Head of Digital Operations

University of Wolverhampton

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Sally Bogg

Head of Live Services

NHS Digital

More Info

Sally Bogg is an award winning Service Management professional with over 15 years experience of creating sector leading teams and services. Sally currently works at NHS Digital as Head of Live Service where she is responsible for leading the cross cutting functions, contributing to the running and operation of the business critical infrastructure and technology that underpins the national health and social care system in England.

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.

Ben GIll

Ben Gill

Digital Skills Developer

Lancaster University

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Antonia Jones

Senior IT Support Adviser

University of Leeds

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Rachel Fligelstone

Head of IT Support

Lancaster University

More Info

Having joined Lancaster University’s Computing Services in 1991 with the ambition to ‘keep the job for more than 2 years’, Rachel has so far managed to stay for almost 30! Working in a variety of roles across the organisation, she is now Head of IT Support, as well as being a member of the ucisa support services group.

Andy Scott

Andy Scott

Service Desk Manager

Durham University

More Info

Service Desk Manager with extensive Higher Education and public sector experience, He has spent the last 5 years in Durham University developing a successful Service Desk team with a strong focus in customer service experience and developing people. He is responsible for Incident Management and Major Incident Management with Durham and is also a member of the ucisa Support Services Committee with a passion to contributing and sharing knowledge within the sector. He is a keen runner and loves the outdoors.

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Mike Burns

Head of Service Delivery

University of Warwick

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Wayne Winterbottom

IT Support Manager

University of Huddersfield

More Info

Currently IT Support Manager at the University of Huddersfield, where I have worked for 17 years. Chartered Manager and fellow of the CMI. Passionate about customer services, innovation and automation. Real ale drinker, caravanner and reigning UCISA SSG Fancy Dress Champion!

Event Schedule



Registration and exhibition opens


Newcomers session



Ed Stout. SSG22 Conference Chair and Support Services Manager, Leeds Beckett University

Delivering excellent customer service is a rapidly changing world!

Sally Bogg, Head of Live Services, NHS Digital

Speed networking

Andy Scott, Service Desk Manager, Durham University

Travel time


Parallel sessions



in the Exhibition

Cyber Security in Practice - Learning with Lego

Dr Rebecca Robinson, Lancaster University


in the Exhibition

Primary sponsor session


Travel time


Parallel sessions TBC



in the Exhibition

Room 101

  • Katie Langford, IT Communications Coordinator, Leeds Beckett University
  • Sharon Mckoy, Assistant Director & Head of Digital Operations, University of Wolverhampton
  • Wayne Winterbottom, IT Support Manager, University of Huddersfield
  • Mike Burns, Head of Service Delivery, University of Warwick

Business showcase session TBC


Closing keynote

Dr Suzie Imber, Associate Professor of Planetary Science, University of Leicester

Close of Day 1


Conference dinner drink reception


Conference Dinner and 90's Disco



Day 2 Welcome


Business showcase session TBC


What to put where and why: A Service Catalogue template for UK HE

Andrew Dixon, Head of Service Management Office, University of Oxford


in the Exhibition

Panel session


Maintaining Service Desk wellbeing during a pandemic

Kate Carrington, IT Service Desk Manager, Manchester Metropolitan University


in the Exhibition

Business showcase session TBC


Session TBC


Celebrating Success Showcase Videos


Closing remarks


Conference close