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SSG20: A new order

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Date

02 December 2020

03 December 2020

Book Before

04 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 Communications Coordinator

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.

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.

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

Assistant Director, Change Delivery

Queen Mary University of London

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

head and shoulders photo of a man of smiling

Mike Burns

LIS Customer Service Manager

University of the Highlands and Islands

head shot of Iain Cameron

Iain Cameron

IT Services, User Services Manager

University of Aberdeen

Brian Green

Brian Green

Head of Innovation and Mobile Development

Lancaster University

More Info

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

More Info

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

More Info

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.

Head shot of Henrik Brogger

Henrik Brogger

Head of IT Service Delivery

Queen Mary's University of London

More Info

Henrik has gathered his experience of IT from many sectors including Publishing, Tour Operating and Housing. Having worked in a variety of service delivery, service management and project roles, he is an experienced communicator at many levels. Henrik has spent the last 5 years at Queen Mary University of London building a successful Service Delivery team with a focus on business outcomes underlined by a culture of empowerment. He is the Secretary for RUGIT, a member of the ucisa-SSG, a contributor to ucisa projects including the IT Communications toolkit and a volunteer Tutor Mentor for leading tuition charity The Access Project. He is a keen architecture buff (having just built a house to his own design) and loves a good cup of tea!

black and white drawing to represent a person

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