Introducing Our Awards Judges

“I will be looking for a team that has pride, loves their working environment and their customers even more!”

 

We spoke to some of our fantastic awards judges to find out what they are looking for in their award category and what it means to them to be an IT Service & Support Awards 2019 judge…

Planning on entering? Get some top tips here from the experts themselves. The deadline for entries is Friday 19th October.


Best Service Desk Award 2019

SMB (Small, Medium Business), SME (Small Medium Enterprise) & Large Enterprise

Jon Morley, IT Service Support Manager at Dunelm Ltd

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(SMB category judge)

“I have spent many years involved IT Service Management and Service Desks in many sectors including Financial Services, Retail, Education, Public Sector and BPO. I also maintain a strong network across the industry with SDI, ITSMF, BCS and others.

What I’m looking for people to be dynamic, customer-focused and passionate about their subject matter – that is what often makes award winners stand out. Additionally, an emphasis on the personal touch/soft skills such as teamwork, work ethic and commitment is also important.”

Francessca Kiddell, Service Delivery Manager at Norfolk Community Health and Care NHS Trust

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(SMB category judge)

“Having worked within the Service Desk arena for 15 years and winning Best Small Service Desk of 2018, I am delighted to form a part of this year’s judging panel for SDI’s Best small Service Desk of 2019. It is a great honour and privilege to get to work with SDI and category applicants. I would be looking for a team that has pride, loves their working environment and their customers even more!”

 

Steve Wheeldon, Service Operations Manager at Sky Betting & Gaming

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(SME category judge)

“As a previous winner of this award I’ll be keen to see how the different candidates create and maintain a positive environment and culture; I really want to hear about teams that love what they do! Additionally I’ll be interested to learn where candidates have worked to add value for their customers and where their customer focus has driven ‘home-grown’ improvements to their services.”


Tim Ingham, Head of Service Management at De Montfort University

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 (Large Enterprise category judge)

“It is an honour for me to be a judge of the 2019 IT Service and Support Awards. To represent the SDI and to get the chance to meet individuals and teams who are leading the way in the IT service management sector.

Judging the Best Large Service desk will be a tough one for sure. I am in no doubt there will be some excellent entrants from across the country. So I will be wanting to find out what are the unique selling points of these large service desks. Something that catches the eye and sets them apart from the other entrants in this category.”


Best Managed Service Provider 2019

Best Small Enterprise Managed Service Provider and Best Medium to Large Enterprise Managed Service Provider

Lucie Ryan, Senior Manager, UK IT OSS Operations at Vodafone

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(Best Small Enterprise Managed Service Provider category judge)

“I have worked within IT for many years and fortunate to experience many different markets and industries. The SDI has always been my “go to” for best practice and I am delighted to be judging Best Small to Medium Enterprise MSP and one of the new awards Best Improvement project. I will be looking for the journey that people have taken and why they believe they are the best. Good Luck everyone.”

Damian Bowen, IT Service Management Advisor & Consultant at ITSMValue

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(Best Medium to Large Enterprise Managed Service Provider category judge)

“I love this industry and everything about it, so to have the honour of being a judge for the 4th year running is just amazing. The SDI and their awards are a true celebration of brilliance, and to be right in the middle of it is fantastic. On top of that I get to meet some truly remarkable service desks.”

 

Service Desk Analyst of the Year 2019

Jon Morley, IT Service Support Manager at Dunelm Ltd

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“I’m absolutely delighted, and humbled, to be asked by SDI to be involved in judging the Best Small Service Desk, and Best Service Desk Analyst, awards. These awards are not only about recognising the excellence people put into the day job, but also give those on the Service Desk a great chance at propelling their own careers forward.”


Elliot Key, Customer Services Manager at Norfolk Community Health and Care NHS Trust

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 “Having been the other side of the SDI Best Team journey last year I know exactly how the applicants are feeling. Excitement and nerves all mixed up into one. It is an amazing experience and one I would recommend to anyone. Enjoy it!

I am immensely honoured to be asked to a judge in SDI’s Best Service Desk Analyst category. I am looking for an individual that loves what they do, is passionate, innovative, and continually looking to improve the customer’s experience when contacting the Service Desk. I look forward to meeting and getting to know each applicant.”


Keith Wilkins, Recruiter Service Delivery at Avocet Recruitment

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“After an initial career in IT Support, I transitioned into Technology Recruitment and have been involved in the Service Desk environment for many years supplying talented candidates for large international clients and small independent companies. During that time, I have seen the technologies evolve and the ITSM systems improve constantly but the one thing that has always amazed me is the passion, commitment and drive of the Service Desk Analysts that man the desk, monitor the emails, stand face to face with their customers and deliver the highest levels of service, constantly.

This is my 4th year as a judge at SDI’s IT Service and Support Awards and every year I have been amazed and impressed by the quality of the individuals who are shortlisted for the presentations to be considered for this specific accolade. I am always looking for the energy, enthusiasm and personality of the individuals who contribute to their environment and can inspire the next generation of Service desk professionals.”

Service Desk Manager of the Year 2019

Steve Wheeldon, Service Operations Manager at Sky Betting & Gaming

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“I’m a big subscriber to the ‘Servant Leadership’ philosophy so I’ll be keen to hear how candidates have demonstrated selflessness and taken steps to improve the working life of their teams. Besides this I want to hear about real adversity you have faced as a manager; it’s easy to be a good manager when things are going smoothly but when you’re under the gun, the pressures on and your best laid strategies start to crumble how did you persevere?”

 

Best Automation Project 2019

Karen Taylor, IT Service Management Consultant/Advisor at iTaylored Ltd

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Karen has over 30 year’s strategic and operation IT industry knowledge with a dedicated vision and passion for delivering exceptional service. An award-winning consultant with a vast array of service design and transformational experience. Karen is a driven, passionate and committed leader with a proven track record for delivering service improvements and excellence.

“As a previous winner of the SDI Awards and a member of the judging panel for the past 4 years, I once against feel honoured to judge such prestigious awards. This year I’m very keen to hear about how the entrants are focusing on business-driven outcomes and how digital transformation projects are enabling their customers to deliver first class service to their customers.”

 

Best Service Desk CX 2019

Damian Bowen, IT Service Management Advisor & Consultant at ITSMValue

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“Customer experience and engagement is something that I am very passionate about and always have been.

I will be looking for organisations that are clearly focused on the customer and the customer experience and how they use innovative approaches to communicate with and manage the customer. I also want to understand if the organisations understand the challenges the customers face and what they have done to resolve these challenges in both the short and long term, with some real world examples.”


 Tim Ingham, Head of Service Management at De Montfort University

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“I am a recent convert to the concepts and ideas of customer experience being as important as the more traditional elements of IT service management. So I am really interested to find out what customer experience initiatives and customer excellence strategies have been implemented by the entrants in this category.

The IT Service and Support Awards are always the jewel in the crown of the SDI Conference. It is always really nice to see everyone celebrating the successes of all the nominees and winners. I am looking forward to meeting the entrants and learning more about all the amazing work they do for their teams and their customers.”

Award entries are now open! We have updated our categories for 2019 and added some brand new ones – visit the awards page here to find out all you need to know about the entry process.

Best Service Desk Award 2019

SMB (Small, Medium Business), SME (Small Medium Enterprise) & Large Enterprise

Best Managed Service Provider 2019

Best Small Enterprise Managed Service Provider and Best Medium to Large Enterprise Managed Service Provider

Service Desk Analyst of the Year 2019

 

Service Desk Manager of the Year 2019

 

Best Service Improvement Project Award 2019

 

Best Service Desk CX 2019

 

Best Automation Project 2019