SSG24: The Future is You! Navigating Tomorrow's Challenges Together

Antonia embarked on her IT career in 2012, transitioning from customer service to the tech world at the University of Leeds. Over the past 12 years, she’s moved from the IT Service Desk to Application Support as IT Operational Lead and Application Support Manager then back into Front Line Services as Customer Success Manager. Beyond this, Antonia is also a member of the UCISA Support Services Group and a CMDA student. Her passions lie in enhancing people’s experiences, advocating for mental health, and championing equity and diversity.

Mike has been in the IT industry for 30 years, including 20 years in the higher education sector. Mike has undertaken IT roles ranging from application development and testing, consultancy and project management, service operations, and service ownership. Mike currently heads up an IT service performance function at UCL.

Having worked in most teams across IT since 2016 Bex made the move into leadership in 2022 and has built a number of development programs for IT staff focusing on their empowerment and mindset (IT Busters and Level Up). Completing CMI level 5 coaching & mentoring qualification in 2022 pushed Bex to pursue People focused role and was appointed Associate Operations Manager 2024. Throughout their career Bex has been using coaching to help IT staff encourage confidence, bringing creative enthusiasm to any project and now wants to share their techniques with you.

Jake has worked for the University of Southampton for over fifteen years and has been leading teams both small and large for most of that time. He has a strong track record for turning team performance around and building positive and inclusive team cultures. Jake is a popular speaker at UCISA known for his highly engaging talks that always give you practical takeaways.

Mat is (Interim) Deputy Director & Head of Digital Infrastructure/Information Security at the University of Wolverhampton, where he is responsible for shaping and planning the University’s digital architecture encompassing core infrastructure and information security. Mat is also UCISA Secretary and a Director of USL.

Stella is the Head of Core Systems Optimisation Team at the University of Birmingham. She holds a BSc Hons in Computing and IT, and an MBA in Cybersecurity. Her professional interests include AI, Automation and Digital Sustainability.

James has worked at the University of Southampton for nearly 15 years, serving ranks of service desk, climbing through second line support to the go on to lead technical leadership of 2nd line, and then finding his feet in leadership. His latest embarkation is to launch, establish and run our full-fledged Tech Hub provision providing exceptional customer focussed IT support to the university's staff and student community.

Phil has implemented ITSM across several departments over the last year, starting the journey to full Enterprise Service Management. Phil has been working in and around IT Service Management for over 20 years now and has loved how much value TOPdesk is bringing to Bidvest Noonan.

Barclay Rae began consulting in 1994 and has worked across all sectors as an advisor, as well as authoring several ITIl and SDI books and standards. He leads a niche consulting business (BRC) in service management. He also co-hosts the Enterprise Digital podcast. He. Barclay is an itSMF UK lifetime achievement awards winner.

Fiona is an enthusiastic cultural skills trainer, coach and speaker. She works with subject matter experts to increase their impact in organisations. She works nationally and internationally to help leaders engage with their audiences in-person and online. Fiona published her first book, ‘Breath-taking Communication: Tools and Techniques for Everyday Leaders’ in 2023.

Simon has been part of the Service Desk at UCLan for 13 years, with 4 years as manager. He has seen many changes, from ITSM tools, technology, end user expectations and more. He embraces the challenges posed by change, driving progress, and contributing to the development of the university’s services.

Gavin has been the Service Desk Manager at the University of Wolverhampton since Nov 2021 and oversees the Service Desk team as well as the 2nd line Service Delivery Analysts team. He has a passion for service improvement and since his time at the University has implemented lots of Service Improvements, including an enhanced Out of Hours Service, improvements to the ITSM tool, set up and implementation of Student Enrolment hubs and investment in the Service Desk team’s performance and wellbeing.

Rory has over four years’ experience at the University of Glasgow, having previously worked in large scale transformations in the finance sector. As a Senior Business Analyst, he has been instrumental in the delivery of various digital initiatives at the institution. Initially involved in developing the university’s core app, UofG Life, focus has shifted to enhancing the overall digital experience for staff and students.

Suzie is currently Student Wellbeing Lead at the University of Glasgow, where she leads a team of mental health professionals who provide proactive and holistic support to meet the wide range of complex and varied wellbeing needs within the university community.

Fiona is a Self-belief Coach and Management trainer working exclusively with HE professionals. She has 16 years of experience working in and around the sector and she believes that, despite what most people think, courage is the fastest route to creating the kind of change that you want to create.

Stanley is an Enterprise Account Executive at HaloITSM, one of the fastest growing software companies in Europe. Working at HaloITSM for 3+ years now previously working as a consultant within the company implementing HaloITSM for a variety of customers.

Support Services Manager at Leeds Beckett University, Ed has a wealth of experience in Service Management having worked in a variety of roles within the public sector for 15+ years. He is also the chair of the UCISA SSG22 conference. Within his current role, Ed is responsible for the first and second-line IT and AV support services at LBU. Ed is passionate about developing successful teams and delivering exceptional customer service. He is an active member of the UCISA SSG Committee and enjoys contributing within the community.

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)

I joined Goldsmiths in 2011, initially working in the Estates department as the Telecoms Manager. I then transitioned to the IT department in 2015, where I advanced from a Telecoms role to becoming the Service Support Team Leader.

An opportunity later arose, and I was successfully appointed as the Deputy Head of IT Operations & Support. In this role, I oversee the team's operations and performance, as well as collaborating with the Head to set goals and priorities for the team.

Nathan is the Education Sector Lead at Freshworks helping Universities, Educational Groups and Institutions understand and take the next step in their service management digital maturity. Enabling these organisations to deliver significantly better service in a far more efficient and effective manner is critical in these difficult financial times.

Sam Cook is Senior Solution Engineer for Freshservice and has been working in this field for just over 6 years. I work with customers daily to help them better understand how ITIL alignment, supported by automation and AI, can improve and achieve their business and software objectives when it comes to maturing their ITSM/ESM processes.

I am the IT Service Delivery Manager at University of South Wales, with primary responsibility for maturing, developing and delivering IT Services at USW. We have recently launched a new ITSM solution (Freshservice) which I will be presenting on during the SSG conference.

Having spent the last 15 years in FE and HE I have experienced first hand how technology has transformed the way we all work and learn. And exciting as technology can be, it also means increased risks associated with the use of the internet, so cyber security practices are an inevitable part of delivering the digital university.