SSG22 - Deliberately Digital

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.

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.

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 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.

I fell into my Higher Education IT (and overall tech) career at the University of Leeds IT Service Desk in 2012, transitioned to Application Support as an IT Operational Lead in 2021 and now Interim Application Support Manager as of March 2023. From my career and life experiences, I am passionate about customer service, mental health, equality, equity and diversity within the HE and Tech community (and beyond!)

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.

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.

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.

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!

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!

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.

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.

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.

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)

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.

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.

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.