29 August 2025 - SSG25 Jack Dix Davies
Attending UCISA SSG2025 in Liverpool was a fun, inspiring, and energising experience. The conference brought together peers from across the UK higher education sector, including colleagues from LSE. It provided a fantastic opportunity to reconnect with familiar faces and meet new ones. The event’s theme, Getting Better All the Time resonated throughout the sessions, which focused on practical innovation, wellbeing, and service excellence.
Before arriving, I was particularly looking forward to the opportunity to share my experiences as a Knowledge Manager and to hear how others are navigating similar challenges. I was also excited to explore Liverpool—a city rich in history and culture. One of the highlights outside the conference was a walk around the iconic Liverpool docks. The blend of industrial heritage and modern regeneration made for a refreshing and reflective experience, and it was a great way to unwind and connect informally with other attendees.
The conference intertwined a Beatles theme, which added a unique local flavour and set a positive tone. It was a clever nod to Liverpool’s musical legacy and tied in beautifully with the theme of continuous improvement—after all, the Beatles themselves were masters of reinvention.
My first impressions of SSG25 were overwhelmingly positive. The venue was well-organised, the sessions were engaging, and the atmosphere was welcoming to a newcomer like me - It was clear that a lot of thought had gone into curating a programme that balanced strategic insight with practical takeaways.
One standout session for me was Knowledge on Tap: Delivering Answers When It Counts, where I had the opportunity to share my journey at LSE. It was encouraging to see how many others are grappling with similar issues in knowledge management, and the discussion was both validating and enlightening.
Two workshops that particularly echoed the conference theme were How to Create a Happy Workplace and An Essential Quality for Thriving in Customer Service, Teamwork and Professional Development. Both speakers shared actionable strategies for fostering positivity, empathy, and trust within tech teams—something that feels increasingly vital in today’s hybrid work environments.
The closing keynote, Enterprise Service Management (ESM) – Making Service Management Work Across Multiple Lines of Business, delivered by my boss and UCISA trustee Iain McCracken alongside Mark Temple from Glasgow University, was a powerful reminder of the strategic importance of service management. Their insights reinforced my role in developing knowledge management as part of LSE’s journey toward implementing a new ESM tool in the coming months.
Networking was another key highlight. I had valuable conversations with colleagues from the University of the West of England (UWE) and the University of Southampton, as well as with our ServiceNow implementation partner, NewRocket. These exchanges offered fresh perspectives and practical ideas for tackling shared challenges in IT support and service delivery.
Top three takeaways?
The power of storytelling in knowledge sharing.
The importance of empathy and wellbeing in tech leadership.
The strategic value of ESM in transforming service delivery.
My top recommendation for a first-time attendee?
Come with an open mind, take time to explore the city, and don’t underestimate the value of informal conversations—they often lead to the most impactful insights!
