Professional Summary

Overall 23+ year’s experience working with diversified domains including ServiceManagement, consulting , Product management and core IP creation. Currently Leading the SIAM global presales and consulting for HCL Tech. Aushdeep has Strong experience in Implementing and managing ITIL processes, best practices, SIAM Frameworks, Process assessments, Transition & Transformation.   Previously he was also involved in creation of HCL core IP of HCl Gold standard Methodology and suite of products.  Aushdeep is also driving new solutions as well as the SIAM bootcamp academy digitization.

Key Relevant Skills

• Solution Design and development • SIAM Processes deployment
• Product Design
• SIAM Governance deployment
• Process Consulting & Design
• Project Management

Key Accounts Managed:

Pepsico,Novartis , Hitachi Energy, SAP, MunichRe , KONE, Standard Insurance, PepsiCo , SKF

Barry is a Director Consulting Expert at CGI in the UK.  Whilst there he has led on design and implementations of both SIAM Target Operating and Governance Models for a number of different clients.  Barry was a contributory author to the original SIAM Professional Body of Knowledge and a lead author of ITIL 4’s Incident and Problem Management practices.  Away from work Barry is a keen ornithologist and sports fan.

We present together as one team.

Bengt Alverborg brings a wealth of global experience to the table, with a career spanning across IT and Telecommunications in Asia, the Middle East, Europe, and North America. His expertise is reflected in his roles as Partner Manager, Client Services Manager, and Vendor Manager, particularly over the last two decades working with vendors.

Michael Sand’s IT background is equally diverse, having served as a developer, consultant, and ITSM specialist in both private and public sectors. With nearly 20 years dedicated to ITSM, Michael has honed his skills in developing and applying ITSM management models, owning processes, and various other capacities.

Together, Bengt and Michael combine over 70 years of experience, a broad educational foundation in IT and technology, and extensive knowledge in managing global service delivery and outsourced IT across sectors. Bengt’s operational acumen paired with Michael’s ITSM and process development focus form the backbone of our exemplary SIAM team, driving innovation and excellence in service integration and management

A highly ambitious and driven IT Service Management professional with a strong Armed Forces background. Combining military experience with a passion for people-centric Service Management.

Joanne Todd has over 25 years’ experience from both the private sector and Central Government, working to develop, implement and improve the interaction between Citizens, Government and Service Providers. Her diverse background includes significant contributions to healthcare, particularly during the COVID-19 pandemic, where she established and transformed services at scale.

At the NHS she was pivotal in setting up the Service Integration and Management (SIAM) function, overseeing the transition of a key agency from a legacy IT system to a modern, cloud-based architecture. Her strategic and collaborative approach has been instrumental in driving these large-scale changes.

Currently, Joanne serves as the Chief Information Officer at St John Ambulance. In this role, she continues to lead and develop services within the Not for Profit sector where her strategic thinking and collaboration skills have been further expanded to adeptly managing the unique challenges of an organisation heavily reliant on volunteer support.

Her leadership extends beyond operational roles; she is also a Non-Executive Director for a Housing Association, where she is taking her leadership skills to a higher strategic level as part of the Board and the Audit and Risk Committee.

Jonathan is an experienced IT professional with leadership and consulting roles across various industries. He has extensive experience managing global end-to-end IT services for Fortune-500 companies in sectors such as production, manufacturing, engineering, shipping, and retail. Recognized as an inclusive leader who nurtures long-term talent and capability, Jonathan builds enduring partnerships with vendors and in-house IT engineering teams. He has successfully led complex ERP implementations, global outsourcing, and numerous transformation programs. He enjoys assembling and leading high-performing global teams, fostering strong relationships with business units and stakeholders, and creating engaging communication strategies to support IT initiatives.

With significant expertise in supplier sourcing and managing outsourcing projects, Jonathan has led many vendor selection processes and contract negotiations, delivering substantial cost savings. Skilled in crisis management, disaster recovery, and business continuity planning, he is used to ensuring the integrity and reliability of IT operations during transitions and critical business activities. He holds a degree in Systems Analysis, Chartered IT Professional (CITP) status, membership in the British Computer Society, and ITIL accreditations.

Professional Summary

Overall 23+ year’s experience in Industry and worked in various roles as System Analyst, Lead Engineer, Track Lead, Tower Lead, Operations Manager & Functional Consultant. Strong experience in Implementing and managing ITIL processes, best practices, SIAM Frameworks, Process assessments, Transition & Transformation. Managed 24X7 physical, virtual, cloud and mainframe environments, while supporting internal and external customers. Handled various stabilization, transitions and other migration projects

Key Relevant Skills

• Operations & Delivery excellence • SIAM Processes deployment
• Multi-Vendor/Supplier management • SIAM Governance deployment
• Process Consulting & Design • Enterprise command centre deployment
• ITSM & Infra monitoring tools • Project Management
• Transition & Transformation

Key Clients Handled:

Novartis , TechEm Energy , KONE, Standard Insurance, PepsiCo , SKF

With an impressive collective experience of over 50 years in service management, Michelle and Simon Dorst have established themselves as highly respected figures in the industry.
They were Lead Architects for the Scopism Service Integration and Management Professional Body of Knowledge (BoK), founder members of the SIAM Foundation BoK architect team, and Subject Matter Experts for EXIN in developing the accreditation around this. The team was awarded Thought Leaders of the Year at the Professional Service Management Awards by the itSMF UK (in 2017).

They have been recognised for their contributions, sharing the prestigious ITSMF Australia ITSM Thought Leader of the Year award in 2018 and both being named the ITSMF Australia Service Management Champion of the Year (Michelle in 2017, Simon in 2018). Simon was further honoured with itSMF Australia’s Lifetime Contribution Award in 2022. They were also listed among HDIs Top 25 Thought Leaders in Technical Support and Service Management (Simon in 2019, and Michelle in 2020, 2022 and 2024).

Michiel has spend the first 20 years of his career in IT Delivery, managing development of IBM global Systems Management and Service Management solutions, managing Outsourcing projects, accounts and contract accounts as well as IBM-internal departments, and implementing and managing service integration.

Michiel has spend the last 6 years advising, designing and negotiating solutions for all that is non-technical in IT, including digital transformation journey, operating models, service integration, culture, service management and IT performance measurement, working in 20 countries in Europe, Asia, and the Middle East, across different industries including IT, Financials, Government and Manufacturing.

Throughout my nearly two decades of experience, I have devoted myself to guiding organisations toward customer excellence. My professional journey commenced with roles in support environments, evolving to configuring ITSM tooling and providing framework and service management guidance.

I am committed to continually enhancing my professional and personal development to ensure that I age in years and wisdom. By doing this, I aim to be a supportive source of inspiration and motivation for individuals, encouraging them every step of the way.

Paul is a driven, reliable and engaging senior digital transformation professional with over 25 years experience working across all sectors of the market.  He’s been working in his current role at Atos for over 12 years. Engaged on large, complex Global Transformational Outsourcing Deals, Paul is currently working as a Global Solutions Manager / Service Architect responsible for Cross Functional Services, Paul’s pre-sales, consultative role see him engaging with global clients right from CxO level to operations. He designs, develops and delivers service management solutions including ITSM tooling & automation frameworks, ITSM process management, Target Operating Model Strategies, IT Service Governance, Service Integration & Management (SIAM) and Information Security Management.

Paul is the Global Solutions Community Lead for Cross Functional Services in Atos and an Atos Senior Expert in Service Management. He is also an Accessibility Champion and a Diversity & Inclusion Ally.

Reacting to client and market demands – more recently, Paul has been channeling his enthusiasm and expertise into areas such as High-Velocity & Bi-Modal IT, Agile delivery models, Non-linear process frameworks like ITIL4, DevSecOps & Site Reliability Engineering (SRE), Sustainability & NetZero governance, Digital inclusion & accessibility and hybrid cloud delivery models like Platform Engineering & CloudOps.

Paul’s journey in IT has also included voice & data networks consultancy, test management, implementation management, contract negotiations, due diligence planning & execution, service transition management and crawling around under data centre floors as a network engineer back in the day.

Paul is a very keen musician. He plays drums, sings and plays guitars in various bands. He loves cricket and rugby – watching not playing.

www.linkedin.com/in/paulmdrayton

Ronald gained the last 40 years much expertise in the field of Governance and Management, SIAM, IT Service Management, Risk Management, and Sourcing. He has been involved in many IT organizations (profit and not-for-profit, national, and international) in the role of Program Manager, Department Manager, and Consultant. He loves to solve complex organizational paradoxes against economic and societal challenges, technological promises, and human possibilities.

At Eraneos (powered by Quint) Ronald was active the last years as a Chapter lead for Sourcing Governance and SIAM and he does publish often about his specialties. Ronald is the author of the book ‘Governance and management of digital services’.

https://www.linkedin.com/in/ronaldisraels/

Sam Robinson has worked in the Health IT sector for 20+ years and believes that great technology and digital services hold the key to enabling better healthcare. Sam’s background is in Service Management but she has worked in a variety of roles over the years and most recently was appointed as Chief Digital Information Officer at Yorkshire Ambulance Service.

Throughout the Covid-19 Pandemic, Sam led the NHS Digital Service Management and IT Operations national teams as they supported critical IT services that enabled the nation to be Tested and Vaccinated.  She describes it as the biggest privilege of her career so far.

Sam cares about diversity and representation in the digital workforce and is a board member of WILD, a Leeds organisation set up to support and grow diverse digital talent and make technology roles accessible to people from all backgrounds.

Overall 17+ years of experience in service management and observability, I’ve been with Accenture for more than twelve years. My focus has been on developing SRE-driven observability solutions that enhance reliability, streamline operations, and improve service performance and passionate about using data-driven insights.

Suzanne Galletly is Digital Skills Director at EXIN, where she is accountable for the design and positioning of EXIN’s certification portfolio for digital skills, in line with societal & business trends. Calling on more than 18 years of experience in the field of digital skills development, she helps ensure that EXIN is at the forefront of industry developments, in collaboration with partners. She contributes to a number of industry forums and boards, including the Artificial Intelligence Skills Alliance (ARISA), the Scopism global community, and the SIAM Community NL program board. Suzanne is passionate about everything concerned with the human side of digital, including lifelong learning, workforce transformation, and digital ethics.

I have been responsible for the development of Finnair’s SIAM operations for the past two years. Before that, I worked as product owner and operation manager. I have also written a master’s thesis to University of Helsinki about SIAM development.

With over 20 years of experience in IT Service Delivery and Consulting, I have successfully worked across diverse geographic locations including the UK, Switzerland, New York, and Melbourne. My expertise lies in enabling clients to transform their IT estates and operations models, guiding them through their journey to adopt new ways of working. I specialize in transforming SIAM (Service Integration and Management) delivery practices through modern operations leveraging advanced analytics and automation. I provide a consultative approach to clients, driving business transformation towards SIAM and emerging technologies.

Currently, I am heading SIAM Capability at the Accenture Advanced Technology Centre India (ATCI), where we deliver innovative solutions for our global clients.

I hold a master’s degree in computer science engineering (University Rank Holder) and am a Certified SIAM Professional, ITIL V3 Expert, Certified ITIL V2 Master, Certified Scrum Master, and PMP.

Based in Bengaluru, I live with my husband and daughter. I enjoy traveling and trekking in my spare time.

Track Chair
Anna Leyland is a Senior Adoption, Change, and Service Management Consultant at Microsoft, with experience in Azure Cloud, M365 and Copilot. She focuses on consultancy, partner engagement, practice development and managed service delivery. Certified in Copilot, Azure, M365, PRINCE 2, Prosci Change Management and a SIAM Practitioner, she is dedicated to guiding partners, customers and colleagues to success. She is a founder member of the Microsoft North West Social Impact team, supporting voluntary and charitable activities in the Manchester city region.  Outside of work, Anna enjoys skiing, football, reading, yoga and volunteering in education and the arts.

Track Chair

Edd is a Principal Architect in Adoption, Change and Services Management with extensive experience in complex customer and partner transformation programmes.  He begun his service management & operations journey with major GSI’s and retail organisations before starting a successful UK consultancy that led him to Microsoft in 2017. With Microsoft he is focused on developing innovative engagement and delivery models that drive customer adoption and success. Outside of work, Edd is a passionate charity committee member enjoys family time, golf (sometimes!), hiking and football.