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Speaker abstracts and profiles


Sally Bogg, Head of End User Services, Leeds Beckett University
How Do You Measure Up?
New research has shown that the HE sector is particularly good at dealing with the consumerisation of IT, and universities are finally starting to see that the service desk is a key component in the delivery of student experience.  Sally will highlight the key findings from the 2016 UK HE Service Desk Benchmarking Report and get you to think about how you are benchmarking and measuring your services against both the HE and wider service desk sector.  This session will also include an update from the Support Services Group to let you know some of the exciting plans we have for 2016/2017 and what we can do for you!

Sally is the Head of End Users Services at Leeds Beckett University.  She is a motivated and adaptable IT Service Management Professional with experience in providing high quality customer focused user support services.  Sally is Chair of the UCISA Support Services Group.


Róisín Cassidy, York St John University
Embracing Open Badges: Showcasing staff and student achievement at York St John University
Open Badges are an emerging online standard for verifying and recognising achievement.  York St John University is embracing their potential for showcasing staff and students’ skills and experience.    This workshop will introduce you to the process of issuing open badges, review our badge journey and highlight areas for future development.

Róisín is a Technology Enhanced Learning Advisor at York St John University. Working as part of a wider Academic Development Directorate, her role is to proactively support and develop staff in their use of technology to enhance the student learning experience. @Roisin_Cassidy| Blogs at TEL @ York St John University


Andy Cope, Teacher and Author, Art of Brilliance
The art of being brilliant
This keynote will provoke lots of thought and laughter, exploring how you can be you, brilliantly. The aim is to share some secrets of Positive Psychology, focusing on learning new habits of thinking and behaviour that will sustain personal brilliance, in and out of work. 

Andy Cope is a qualified teacher, author and learning junkie.  He’s just putting the finishing touches to a Loughborough University PhD thesis, with the aim of becoming the UK’s first Doctor of Happiness (yes, really!).  Andy is also a bestselling author; he writes the Brilliant range of self-help books for adults and teenagers, and also pens the successful children’s Spy Dog series for Puffin.

Eleanor Draycott, Help Services Manager, Leeds Beckett University
How big business, and a bee, started our customer service journey at Leeds Beckett
In tandem with the theme of Through the looking glass, we will look at the lessons taken from our counterparts in business and how we’ve realised their bright ideas to start, and continue to develop, the customer service journey provided to staff and students across the university. 

Eleanor started out working for Microsoft in Liverpool, and has since worked in HE for five years, for Liverpool John Moores University, the University of Oxford and now Leeds Beckett University.  Eleanor is passionate about providing a great customer experience to complement the learning and teaching of the university, as well as the promotion and publicity of service desks and their value in IT

Aline Hayes, Director of Business Change and Information Solutions
Delivering Excellence in public services; customers, challenges and collaboration
What are the challenges to achieving service excellence in local government ICT, particularly where those services are delivered through a mix of partners?
Who is “the customer” and how do we make sure everyone in the delivery chain understands the consequences of service failure?

Aline is responsible for leading strategic business change, ICT services, the Council’s strategic relationship with Capita Plc and leads on digital inclusion. Prior to joining Sheffield City Council in 2014, Aline has held senior roles in both further and higher education.


Andrew Howe, Head of End User Services, University of St Andrews
Creating user centric services whilst maintaining corporate compliance – is it possible in higher education?
With such a diverse user base with varied requirements, it is essential that higher education institutions create IT Services that balance enabling user autonomy, productivity and flexibility with maintaining management and security. The presenter will discuss leadership, culture and technology as well as what institutions can learn from other organisations.

Andrew has held several senior leadership roles in HE institutions and is currently Head of End User Services at the University of St Andrews with a remit to provide strategic leadership in the use of Information Technology to support key University objectives. Andrew has a particular passion for creating user-centric IT Services.

andy howe
Garry Hunter, Northumbrian Water Group
Problem management on a shoestring! 
Problem Management can be challenging for most organisations, especially when there’s additional pressure on resource and budgets. This is the story of how problem management in NWL has evolved, what happened when Problem became a problem, and why Google isn’t always a Problem Managers friend.

Problem Manager at Northumbrian Water since 2013, a role he accepted because it seemed like a good idea at the time, Garry is an experienced ITSM professional with a background in knowledge management and customer service, and believes that anything can be fixed if we talked less and listened more.

Garry Hunter

Paula Januszkiewicz, IT Security Consultant, CQURE
Think and Act Like a Hacker to Protect Your Company’s Assets
The reality is as follows: attacks happen and they will happen as long as there are humans on this planet.  Even a small scale security breach could leave your business in poor condition.  It is really surprising how often a hacker can use the same paths to enter your system!

Paula Januszkiewicz is the world renowned IT Security Consultant and Penetration Tester, Enterprise Security MVP and trainer.  She is rated No 1 Microsoft Ignite speaker and CEO of CQURE.  She has her heart and soul in the company, having a deep belief that high quality and positive thinking are key to success.

Colin Jones, Web and Applications Team Leader, Robert Gordon University
Agile tools and techniques

The different Agile tools and techniques we’ve made use of at RGU, how we introduced them, how they fit together and complement each other, how some can be used across disciplines, and a look at the advantages gained and the pitfalls to watch out for when first starting out.

With over 20 years’ experience in web and application development, Colin is a team leader at the Robert Gordon University, responsible for web developers, technologists and DBAs delivering support and development of third party and in house applications, and providing leadership on Agile Software Development practices.
Miles Seecharan, IT Service Manager, Sheffield Hallam University
Getting Things Done – the art of stress free productivity

GTD is an integrated system of simple but powerful workflow habits that enable you to do more of the right things, more quickly and with less stress.  It's regarded as the gold standard of personal and organisational productivity.  Miles Seecharan, a certified GTD UK and Ireland trainer, shares some tips.

Miles is an IT Service Manager at Sheffield Hallam University and is also one of a small number of trainers in the UK and Ireland certified by the David Allen Company to train GTD.  For several years Miles juggled three kids, two jobs and one Masters. How? GTD.


Mark Schofield, Dean of Teaching and Learning, Edge Hill University
Marmite: academics and a toast to the IT crowd?
This session will be offered in the spirit of appreciative reflection and fun.  I will consider, from my own experiences and conversations, things that academics and IT colleagues do that are very helpful ……. and things that indeed can really grind each other’s gears (Griffin, P. and Quagmire, G., 2014). 

Professor Mark Schofield is Dean of Teaching and Learning at Edge Hill University and Academic Director of the SOLSTICE Centre for Excellence in Teaching and eLearning.  He is a National Teaching fellow, holds visiting professorships at Leeds Metropolitan, Northampton, Chongqing and Hunan Normal Universities and is a Senior Fellow in Educational Development at the University of Windsor, Canada.


Chris Warlow, Teacher and Mathematics/Cognitive Education Leader, Birchgrove Primary School
Continuing to improve with thinking skills
This paper discusses the effective use of a range of different thinking tools and how these skills can be applied both within and outside of the classroom.  Examples of how children are able to confidently use these skills to further their learning will be shared alongside practical examples of how effective thinking is a vitally important skill that is required to become a life-long learner.

Chris Warlow graduated from Cardiff Law School in 2001 and then embarked upon a musical career which involved touring, recording and television/radio appearances across the USA and Europe.  Since qualifying as teacher in 2009 Chris has specialised in developing learners' thinking skills and has led the school to accreditation and recognition as Thinking School for sector leading practice.


Emma Weston, Department Manager, Home, John Lewis
Continue to improve
The presentation will detail the John Lewis Partnership's model and working principles.   It will bring to life the link between our principles and how successful we are as a business.  It will demonstrate the well-known theory of Simon Sinek and his Golden Circle and how this is relevant to John Lewis.

Emma Weston joined John Lewis on a Retail Leadership Graduate Scheme in September 2014, after graduating with BA Hons in Modern Languages and Management in the same year.  She has worked in three different John Lewis stores and has recently been promoted to sit on the Steering Group as a Department Manager when John Lewis Chelmsford in Essex opens later this year.

emma weston

Clare Wiggins, Continuous Improvement Manager, Leeds Beckett University
Process improvement partnerships: continuous improvement at Leeds Beckett University
The Continuous Improvement Unit, CIU, uses a collaborative approach, Process Improvement Partnerships, to allow the CIU to work in a flexible partnership and help areas understand and improve their processes, as well as being able to develop their own capability for continuous process improvement in the future.  Our workshop will present this approach, detail some case studies and give delegates a flavour of our creative and coaching led approach.

Clare Wiggins has worked within higher education for over ten years within student support as well as teaching and learning support project management and now leads the Continuous Improvement Unit, CIU, within Leeds Beckett University.  The CIU is highly focused on developing holistic, customer focused process improvement throughout the institution, enabling process owners to find ways to tap into understanding and developing emotionally intelligent processes.

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