SSG22 - Deliberately Digital

Booking Closed

Primary Sponsor


6 July 2022

7 July 2022

Book Before

4 July 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 Business Engagement Manager

Leeds Beckett University

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Suzie Imber

Associate Professor of Planetary Science

University of Leicester

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Sharon McKoy

Assistant Director & Head of Digital Operations

University of Wolverhampton

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Sally Bogg

Head of Live Services

NHS Digital

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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.

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Mark Temple

Assistant Director for Service Management

University of Glasgow

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Mark Temple is Assistant Director for Service Management at the University of Glasgow, having worked there in a number of areas and roles for over 30 years. Main responsibilities include Enterprise Service Management platform and adoption, IT Service Desk(s) and IT Training.

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Ryan Olden

End User Compute Manager

University of South Wales

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Ryan Olden has worked with IT Services at USW for 15 years. He started out as a technician in Desktop User support moving through various roles in that area, until more recently moving into a broader End-User Support managerial role that encompasses Desktop and AV Support alongside Desktop Development and Delivery services.

Andrew Dixon

Andrew Dixon

Head of Service Management Office

University of Oxford

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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.

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Emily Edwards

IS Specialist (Collaboration)

Durham University

Ben GIll

Ben Gill

Digital Skills Developer

Lancaster University

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Antonia Jones

Customer Success Manager

University of Leeds

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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.

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Simon Furber

Education Practice Lead


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Simon has over 30 years’ experience designing and implementing network infrastructure and security architectures in higher education. Working with key stakeholders, he has a track record of providing innovative and relevant solutions to real business needs. Simon has a passion for new technology that can be employed to solve challenges practically and efficiently, while ensuring that security is always at the heart of creating digital transformation. As Education Sector Lead at ITGL, Simon is focused on elevating the conversation to build security capability, and increase visibility and protection. His experience gives him a unique focus on meeting clients aspirations and bringing their digital journeys to life, helping to ensure their success in a constantly changing digital landscape.

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Mike Burns

Head of Service Delivery

University of Warwick

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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.

Gillian Fielding

Client Experience Manager

Anthology + Blackboard

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Based in Lancashire, UK, Gillian supports organisations to turn their strategic vision into a reality through the effective and efficient use of learning technology. Gillian has over 30 years of experience in education and 7 years of experience at Blackboard. She supports clients to successfully achieve their Teaching and Learning Strategy, particularly around academic adoption of technology, online programmes.

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Wayne Winterbottom

IT Support Manager

University of Huddersfield

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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!

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Henrik Brogger

Director of Digital Operations and Service Delivery

University of Reading

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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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Jake Dovey

In-Person Support Manager

University of Southampton

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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.

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Jo Mortimer

Head of Business Relationship Management

University of Reading

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Ed Stout

Support Services Manager

Leeds Beckett University

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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.

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Andrew Smith

Chief Customer Office


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Andrew is an AI expert with a 25-year career at ICS.AI, Avanade, and HP. Specialising in Microsoft technologies, he’s spent the last five years championing the SMART AI platform to drive innovation within the Public Sector and Education markets. As AI technology surges ahead, Andrew guides organisations to harness the potential of AI models like ChatGPT. With close ties to Microsoft, his team ensures clients maximise their ROI from Microsoft software, ultimately transitioning to an “AI-First” approach.

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Elizabeth Gordon

Head of Collaboration and AI Services

Durham University

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Calvin Reid

IS Specialist (Collaboration)

Durham University

Andy Scott

Senior Manager (Service Desk and 2nd Line support)

Durham University

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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)

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Simon Driscoll

Security Consultant


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Rachel Fligelstone

Head of IT Support

Lancaster University

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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.

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Telmo Torres

Service Lead

NHS Digital

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Telmo Torres is the Service lead for NHS Digital’s Customer Service Function. Over the last 13 years Telmo has worked across various roles within NHS Digital. Telmo is responsible for leading the function which provides support for business critical infrastructure and technology that underpin the national health and social care system in England.

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Dr Rebecca Robinson

Business Support and Project Manager for the Cyber Foundry programme

Lancaster University

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Germaine Broadbent

Senior Account Executive


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Iain Cameron

IT Services, User Services Manager

University of Aberdeen

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Laura Capell-Abra


Stress Matters

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Founder of coaching and development company, No More Ifs Or Buts and workplace wellbeing company, Stress Matters. Laura Capell-Abra believes that Success doesn’t have to be Stressful.

As a trained coach, neuro linguistic practitioner and mental health first aid instructor, Laura and her teams focus on making workplace wellbeing easy. Laura previously ran marketing events agency, Sledge Ltd and so knows how important making the business case for investment into people is.

Event Schedule



Registration and exhibition opens


Newcomers session

Ed Stout, Support Services Manager, Leeds Beckett University


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

Keeping your ITSM platform to yourself? Make the platform and practices work across the Enterprise

Mark Temple, Assistant Director for Service Management, University of Glasgow

Speed networking

  • Andy Scott, Service Desk Manager, Durham University
  • Jo Mortimer, Head of Business Relationship Management, University of Reading

Travel time


Parallel sessions



in the Exhibition

Cyber Security in Practice - Learning with Lego

Dr Rebecca Robinson, Lancaster University


in the Exhibition

How university of Aberdeen leverages a service desk to enable IT, Finance and HR


Travel time


Parallel sessions



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

Protecting the Modern University - Creating Safe Havens for Data


Adventures in Space

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


Deliberately Inclusive – Using Ally to improve the digital accessibility of online resources



in the Exhibition

Face to Face of the Future Panel Session

Chair: Iain McCracken, Assistant Director of IT Infrastructure, University of Sussex
  • Sally Bogg, Head of Live Services, NHS Digital
  • Ross Davies, Chief Technology Officer, University of South Wales
  • Tasnia Hira, Student, University of South Wales

Maintaining Service Desk wellbeing during a pandemic

Kate Carrington, IT Service Desk Manager, Manchester Metropolitan University


in the Exhibition

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

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

Closing remarks


Conference close

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