Speakers

#SDI19 promises you over 50 hand-picked speakers and carefully selected world-class keynotes from both inside and outside the world of ITSM; covering a wealth of topics from artificial intelligence to wellbeing in the workplace.

Our sessions will leave you brimming with new ideas and best practice knowledge to help

solve your service desk’s latest IT service challenges. Learn invaluable skills from IT industry leaders and discover how brilliant IT service can transform your business.


Keynote Speakers

 
  Co-Founder of Green & Black's, The Perfume Society, Beauty Bible and Founder of Judges Bakery    Jo Fairley has built her businesses – Green & Black’s, Judges Bakery, The Wellington Centre and The Perfume Society – in part by putting her passion for customer service at the heart of all these ventures. She believes that customer service offers the most wonderful opportunity fundamentally to make unhappy people happy – and in a short space of time, which is a rare opportunity in this world. ‘The customer is always right, even when they’re wrong’ has been the guiding principle for Jo, throughout her businesses – and when you start from that standpoint, it is difficult to go wrong.

Co-Founder of Green & Black's, The Perfume Society, Beauty Bible and Founder of Judges Bakery

Jo Fairley has built her businesses – Green & Black’s, Judges Bakery, The Wellington Centre and The Perfume Society – in part by putting her passion for customer service at the heart of all these ventures. She believes that customer service offers the most wonderful opportunity fundamentally to make unhappy people happy – and in a short space of time, which is a rare opportunity in this world. ‘The customer is always right, even when they’re wrong’ has been the guiding principle for Jo, throughout her businesses – and when you start from that standpoint, it is difficult to go wrong.

Jo Fairley

 

Breakout Speakers

  Co-Founder of We Do Things Differently    Jamil Qureshi is one of today's foremost practitioners of performance psychology. Jamil has enjoyed working with a rich diversity of talented businesses and sports people alike. Having spent many years working with the world's elite, he is in a genuinely unique position to define 'what makes the difference'.    An expert in the psychology of leadership, leadership communication, improving people performance, Jamil specialises in purposeful and meaningful change techniques. He now works regularly with business teams to maximise their potential and effect change.

Co-Founder of We Do Things Differently

Jamil Qureshi is one of today's foremost practitioners of performance psychology. Jamil has enjoyed working with a rich diversity of talented businesses and sports people alike. Having spent many years working with the world's elite, he is in a genuinely unique position to define 'what makes the difference'.

An expert in the psychology of leadership, leadership communication, improving people performance, Jamil specialises in purposeful and meaningful change techniques. He now works regularly with business teams to maximise their potential and effect change.

Jamil Qureshi

  Author, Comedian, Coach and Chief of Improv Your Biz    Author of 'Seven Steps to Improve Your People Skills' Neil is highly accomplished in the field of management training, having run many workshops and hosted conferences for private and public organisations. Neil uses the techniques of theatre improvisation to inspire business people to embrace their creativity and enhance their communication skills. His training clients include the BBC, Thames Water, Procter & Gamble, Publicis, Prudential, the Body Shop, Relate and The General Medical Council as well as Ashridge, Templeton and Henley management colleges and the Institute of Operations Management.

Author, Comedian, Coach and Chief of Improv Your Biz

Author of 'Seven Steps to Improve Your People Skills' Neil is highly accomplished in the field of management training, having run many workshops and hosted conferences for private and public organisations. Neil uses the techniques of theatre improvisation to inspire business people to embrace their creativity and enhance their communication skills. His training clients include the BBC, Thames Water, Procter & Gamble, Publicis, Prudential, the Body Shop, Relate and The General Medical Council as well as Ashridge, Templeton and Henley management colleges and the Institute of Operations Management.

Neil Mullarkey

  Co-Founder & CEO of MetricNet    Jeff Rumburg is the winner of the 2014 Ron Muns Lifetime Achievement Award, and was named to HDI’s Top 25 Thought Leaders list for 2016. As co-founder and CEO of MetricNet, Jeff has been retained as an IT service and support expert by some of the world’s largest corporations, including American Express, Hewlett Packard, Coca-Cola, and Sony.    Jeff was formerly CEO of the Verity Group and Vice President of Gartner. Jeff received his MBA from Harvard University and his MS in Operations Research from Stanford University.

Co-Founder & CEO of MetricNet

Jeff Rumburg is the winner of the 2014 Ron Muns Lifetime Achievement Award, and was named to HDI’s Top 25 Thought Leaders list for 2016. As co-founder and CEO of MetricNet, Jeff has been retained as an IT service and support expert by some of the world’s largest corporations, including American Express, Hewlett Packard, Coca-Cola, and Sony.

Jeff was formerly CEO of the Verity Group and Vice President of Gartner. Jeff received his MBA from Harvard University and his MS in Operations Research from Stanford University.

Jeff Rumburg

  Nick Harris, Head of IT Service Delivery at Oxfam    In his current role with Oxfam GB, Nick leads Service Delivery and is accountable for Service and Operations across the UK and within the 28 countries where Oxfam delivers programmes. In the event of a humanitarian disaster, Nick's teams responds rapidly to ensure effective IT support. His main achievements at Oxfam have been to initiate the new Service Strategy and to set up the Global Shared Service Desk which guarantees Follow-the-Sun support to 10,000+ users.  Nick has near-on twenty years experience in IT Service Delivery and leading IT strategy; backed up with an MSc in IT & Management and Chartered Membership of the British Computer Society. Accomplished at leading teams of 100+, Nick is experienced at improving ITIL process and is passionate about ensuring IT is seen by the business as a vital enabler.

Nick Harris, Head of IT Service Delivery at Oxfam

In his current role with Oxfam GB, Nick leads Service Delivery and is accountable for Service and Operations across the UK and within the 28 countries where Oxfam delivers programmes. In the event of a humanitarian disaster, Nick's teams responds rapidly to ensure effective IT support. His main achievements at Oxfam have been to initiate the new Service Strategy and to set up the Global Shared Service Desk which guarantees Follow-the-Sun support to 10,000+ users.

Nick has near-on twenty years experience in IT Service Delivery and leading IT strategy; backed up with an MSc in IT & Management and Chartered Membership of the British Computer Society. Accomplished at leading teams of 100+, Nick is experienced at improving ITIL process and is passionate about ensuring IT is seen by the business as a vital enabler.

Nick Harris

  Katie Gibbs, Head Of Consulting And Delivery at Heron AI

Katie Gibbs, Head Of Consulting And Delivery at Heron AI

Katie Gibbs

  Martina Holubcova, Service Desk Manager, Information Systems & Digital Services at Manchester Metropolitan University

Martina Holubcova, Service Desk Manager, Information Systems & Digital Services at Manchester Metropolitan University

Martina Holubcova

  Head of IT Customer Services at University of the Arts London    Jon is a vibrant and dedicated member of the IT Services team at University of the Arts London, Heading up the Engagement section within Service Management.    With over 20 years experience of working in the University environment and 16 years experience of IT Management, Jon is always striving to better the quality of service provided to customers through the implementation of good practice.

Head of IT Customer Services at University of the Arts London

Jon is a vibrant and dedicated member of the IT Services team at University of the Arts London, Heading up the Engagement section within Service Management.

With over 20 years experience of working in the University environment and 16 years experience of IT Management, Jon is always striving to better the quality of service provided to customers through the implementation of good practice.

Jon Lucas

  Scarlett is SDI's Industry Analyst    Scarlett is dedicated to providing insightful and practical research to the service desk industry through investigating trends, analysing data, and engaging with the IT service community. You can find more of Scarlett’s work on the SDI blog and can follow her on Twitter @SDIScarlett.

Scarlett is SDI's Industry Analyst

Scarlett is dedicated to providing insightful and practical research to the service desk industry through investigating trends, analysing data, and engaging with the IT service community. You can find more of Scarlett’s work on the SDI blog and can follow her on Twitter @SDIScarlett.

Scarlett Bayes

  IT Consultancy Services & Interim Senior Leadership    Mark helps great companies transform their IT Services.

IT Consultancy Services & Interim Senior Leadership

Mark helps great companies transform their IT Services.

Mark Bennett

  Head of Democratic Engagement at John Lewis    Robert leads a dedicated team who ensure that partners’ opinions from around the Partnership are heard and continue to influence leadership of the organisation and therefore contribute to the overall happiness of Partners.    He will bring to life how the Partnership keeps this Purpose relevant and vibrant amongst its 85,000 Partners almost 100 Years after the business was first given away in trust to its employees.

Head of Democratic Engagement at John Lewis

Robert leads a dedicated team who ensure that partners’ opinions from around the Partnership are heard and continue to influence leadership of the organisation and therefore contribute to the overall happiness of Partners.

He will bring to life how the Partnership keeps this Purpose relevant and vibrant amongst its 85,000 Partners almost 100 Years after the business was first given away in trust to its employees.

Robert Hallam

  Principal Product Manager at BMC Software

Principal Product Manager at BMC Software

Jon Hall

  IPsoft's Amelia, Your Digital Colleague    Amelia can handle all of a company’s service requests without the need for human intervention. With platforms like Amelia, large-scale contact centers will one day be a thing of the past. So will static chatbots, for that matter. Amelia instead will provide companies with a host of digital colleagues who think, speak, and empathize like humans, who are also adept at understanding and communicating how a business works.

IPsoft's Amelia, Your Digital Colleague

Amelia can handle all of a company’s service requests without the need for human intervention.
With platforms like Amelia, large-scale contact centers will one day be a thing of the past. So will static chatbots, for that matter. Amelia instead will provide companies with a host of digital colleagues who think, speak, and empathize like humans, who are also adept at understanding and communicating how a business works.

The Amelia Project with CGI

  EMEA Head of IT Service Operations at JLL      Darren is an award winning, ITIL qualified professional with a proven track record of service delivery in multiple sectors including banking, trading, real estate, insurance, asset management and start ups. Responsible for service management (incident, problem, change and service intro), vendor management, supplier management, workplace services (desk side), service desk, user admin, desktop engineering. Darren has operated in bi-model operating environments embracing Cloud (saas/paas/iaas), devops and agile methodologies along with a proven track record implementing AI related technologies.

EMEA Head of IT Service Operations at JLL

Darren is an award winning, ITIL qualified professional with a proven track record of service delivery in multiple sectors including banking, trading, real estate, insurance, asset management and start ups. Responsible for service management (incident, problem, change and service intro), vendor management, supplier management, workplace services (desk side), service desk, user admin, desktop engineering. Darren has operated in bi-model operating environments embracing Cloud (saas/paas/iaas), devops and agile methodologies along with a proven track record implementing AI related technologies.

Darren Munsey

   Benjamin Drury,   The Culture Guy    Benjamin has a passion to inspire, motivate, excite and challenge organisations to think differently, create boldly and be brilliant. He wants to encourage business to be built on a foundation of inspiring mission, honest core values and an audacious vision.  Benjamin is an entrepreneur, an experienced coder, a trained social worker, a published author and a consultant helping organisations build effective cultures.   He understands people and cultures and is a dynamic, entertaining and innovative speaker, who has honed his skills during 15 years involvement in stage productions. He has worked touring with theatre companies, designing internet banks, writing and directing stage productions, developing and delivering leadership training courses, managing small businesses and building web applications .


Benjamin Drury, The Culture Guy

Benjamin has a passion to inspire, motivate, excite and challenge organisations to think differently, create boldly and be brilliant. He wants to encourage business to be built on a foundation of inspiring mission, honest core values and an audacious vision.

Benjamin is an entrepreneur, an experienced coder, a trained social worker, a published author and a consultant helping organisations build effective cultures.

He understands people and cultures and is a dynamic, entertaining and innovative speaker, who has honed his skills during 15 years involvement in stage productions. He has worked touring with theatre companies, designing internet banks, writing and directing stage productions, developing and delivering leadership training courses, managing small businesses and building web applications
.

Benjamin Drury

  Agile Consultant and Mindfulness Coach    With nearly 30 years of experience in I.T. Kathy is an Agile professional who delivers training and coaching to many organisations in Australia and around the world.    Kathy is passionate about seeing people, teams and organisations succeed and thrive in an environment of collaboration, trust and harmony. She helps teams and individuals integrate mindfulness practices into their processes to improve teamwork, be more innovative and deliver better customer value.    Kathy will discuss the key to genuine collaboration – mindfulness. Mindfulness enables us to be truly alert to what is happening with our work, with our team, and within ourselves, to be more responsive to our customers’ and stakeholders’ needs.

Agile Consultant and Mindfulness Coach

With nearly 30 years of experience in I.T. Kathy is an Agile professional who delivers training and coaching to many organisations in Australia and around the world.

Kathy is passionate about seeing people, teams and organisations succeed and thrive in an environment of collaboration, trust and harmony. She helps teams and individuals integrate mindfulness practices into their processes to improve teamwork, be more innovative and deliver better customer value.

Kathy will discuss the key to genuine collaboration – mindfulness. Mindfulness enables us to be truly alert to what is happening with our work, with our team, and within ourselves, to be more responsive to our customers’ and stakeholders’ needs.

Kathy Berkidge

  Senior Manager, UK IT OSS Operations at Vodafone UK

Senior Manager, UK IT OSS Operations at Vodafone UK

Lucie Ryan

  Head of Global Service Desk at Computershare    Computershare are a global financial administration business founded in Melbourne, Australia, in 1978. They are now active in over 27 countries, and have 17,500 staff in over 90 offices around the world. Their areas of business include Share Registry, Employee Equity Plans, Loan Services, Tenancy Deposit Schemes, Childcare vouchers and Corporate Governance amongst others.

Head of Global Service Desk at Computershare

Computershare are a global financial administration business founded in Melbourne, Australia, in 1978. They are now active in over 27 countries, and have 17,500 staff in over 90 offices around the world. Their areas of business include Share Registry, Employee Equity Plans, Loan Services, Tenancy Deposit Schemes, Childcare vouchers and Corporate Governance amongst others.

Mick Finnan

  Managing Director at Quint Wellington Redwood India    Sunil firmly believes that it is important for organisations to leverage IT to enhance and drive the success of business solutions. To guide organisations in the 21st century, Sunil has been able to help his clients manage competency development within the organisation by creating an environment where individuals want to learn and are trained to excel at work by leveraging on IT.

Managing Director at Quint Wellington Redwood India

Sunil firmly believes that it is important for organisations to leverage IT to enhance and drive the success of business solutions. To guide organisations in the 21st century, Sunil has been able to help his clients manage competency development within the organisation by creating an environment where individuals want to learn and are trained to excel at work by leveraging on IT.

Sunil Mehta