Monday 2nd November
Service North 2026
Held annually since 2017, Service North is our flagship SIAM conference. Taking place in the UK, Service North provides fantastic networking and learning opportunities for delegates from all over Europe.
Manchester Conference Centre, Sackville St, Manchester M1 3BB
Conference Agenda
Time
Track 1: Pendulum Suite
Track 1: Pendulum Suite
Track 2: Cotton Theatre
Track 2: Cotton Theatre
8:00 – 9:00
Track 1: Pendulum Suite
Arrival, coffee and networking
Track 2: Cotton Theatre
9:00 – 10:00
Track 1: Pendulum Suite
Welcome to the conference
Charity introduction
Great service happens when partners, people, and platforms move in step with the customer. Chris Pope shares a practical take on building an ecosystem that flexes with demand, measures success by customer outcomes, and uses technology to take the friction out of getting there.
Chris Pope, Chief Customer and Product Officer, AutomatePro
Chris Pope is Chief Customer & Product Officer at AutomatePro, where he leads product strategy and customer outcomes for the testing and governance platform trusted across the ServiceNow ecosystem. With 15+ years as a C-suite technology executive, including global VP of Innovation at ServiceNow and multiple tours as a ServiceNow customer, Chris brings the unusual perspective of having sat on every side of the table. He is a recognized thought leader on platform strategy, automation, and the shift from manual effort to outcome-driven delivery.
Keynote: The SLA is dead: Long live the outcome
Track 2: Cotton Theatre
10:00 – 10:45
Track 1: Pendulum Suite
Break
Track 2: Cotton Theatre
10:45 – 11:30
Track 1: Pendulum Suite
Speaker One
ONEiO – Session details coming soon
Track 2: Cotton Theatre
Michelle Major-Goldsmith – session details coming soon
11:30 – 12:15
Track 1: Pendulum Suite
Track 2: Cotton Theatre
Modern services depend on a complex ecosystem of internal teams, suppliers and technology partners, yet customers only experience one service. Drawing on real-world experience leading service delivery in large public and private sector organisations, this session explores what happens when no one takes responsibility for integrating that ecosystem.
Through practical examples, Sidrah will discuss why service performance is often overlooked in favour of project delivery, how fragmented ownership creates operational risk, and why eliminating “them and us” thinking is essential.
During the session, Sidrah will include practical lessons on the role of the customer as the service integrator, demonstrating how stronger relationships, clear accountability and a relentless focus on outcomes can transform service performance across complex supplier environments.
Sidrah Warburton
Sidrah Warburton is Head of Service Delivery at Leeds City Council and a technology leader with over 25 years’ experience driving service delivery maturity and excellence across public sector and private sector organisations.
An expert in ITSM and Service Integration and Management (SIAM), she has led the transformation of complex, multi-supplier service environments, bringing together internal teams and strategic partners to deliver reliable, customer-centred digital services.
She is dedicated to leading large-scale service operations, creating inclusive environments, building high-performing teams and supporting organisations to improve citizen and customer outcomes and experiences. Belonging and inclusion is at the heart of Sidrah’s approach to both her professional and personal life.
Alongside her professional career, Sidrah serves as Vice Chair of South Asian Arts UK, supporting the organisation’s strategic development, governance and growth.
No Us and Them: Lessons from Life as the Customer's Service Integrator
12:15 – 1:00
Track 1: Pendulum Suite
A contractual obligation to support isn’t an obligation to collaborate.
Contracts can define responsibilities, establish governance, and provide the commercial levers needed to support a SIAM operating model. They create the foundations for success, but they don’t create collaborative behaviours.
Drawing on the implementation of a large, multi-supplier SIAM model, this session explores how contractual obligations were used to support Service Integration, before looking at the behavioural framework that helped create a genuinely collaborative service ecosystem.
Whilst contracts may support SIAM, culture is what makes collaboration work. This session shares practical approaches to strengthening both the contractual and cultural foundations of a SIAM operating model.
Caroline Broad
Caroline Broad is an independent SIAM and ITSM consultant with more than twenty-five years’ experience helping organisations design, improve, and operate complex multi-supplier service environments.
After sixteen years with Capgemini, including contributing to the development of its global SIAM blueprint, Caroline spent a decade helping to shape, evolve, and operate the SIAM and Digital Business Operating Model at Anglian Water. During that time, she developed practical approaches to improving supplier collaboration, governance, service quality, and operational performance across a diverse partner ecosystem.
Caroline is passionate about turning service management principles into practical ways of working that deliver better outcomes. She enjoys sharing real-world experiences, lessons learned, and ideas that delegates can take back and apply in their own organisations.
From Contract to Culture: Creating Collaboration in SIAM
Track 2: Cotton Theatre
Without a specific legally enforceable AI framework for healthcare, we must rely on ethical practice to ensure we are acting in the best interests of patients and staff. In this session, we will explore a case study that balances risks and benefits.
Key takeaways:
1) Ethical practice can guide us when technologies are changing rapidly
2) Always start with problem and how it fits to your strategy
3) Openness, transparency and explain-ability are crucial
Chris Reynolds, Expert CDIO, Active Black Country Trustee, Members Representative for Lancashire Cricket Club
An ambitious, innovative and compassionate leader with broad and deep experience in digital innovation (KMPG, UK Department of Health, Technology Startup Mentor, UCL Research fellow), Chris leads the development of transformation and culture change using digital tools.
He influences through a common purpose and delivers shared solutions to enable good quality standardised care. He has led digital transformation in challenging circumstances and performed several turnarounds of electronic patient record initiatives.
A nationally recognised digital leader (shortlisted for HSJ digital awards 2026), SIRO trained, Artificial Intelligence Ambassador, Professional Member of the British Computer Society and Advanced Practitioner in the Federation of Informatics Professionals.
"The Only Way is Ethics" AI deployment in healthcare
1:00 – 2:00
Track 1: Pendulum Suite
Lunch
Track 2: Cotton Theatre
2:00 – 2:45
Track 1: Pendulum Suite
Track 2: Cotton Theatre
SIAM best practices evolve continuously. The 2025 SIAM Body of Knowledge update created a flexible structure to allow the guidance to evolve alongside SIAM. In 2026, the SIAM Content Council was established to provide governance for the BoK and to shape, develop and maintain best practice content. The Council brings together experienced practitioners and contributors to help ensure SIAM guidance stays relevant, coherent, and grounded in real-world delivery.
Council chair, Martin Neville
In this session, the Council chair, Martin Neville, will be joined by contributors to share an update on current work in progress, and what’s coming next.
Introducing the Scopism SIAM Content Council
2:45 – 3:30
Track 1: Pendulum Suite
Track 2: Cotton Theatre
3.30 – 4:00
Track 1: Pendulum Suite
Break
Track 2: Cotton Theatre
4:00 – 4:45
Track 1: Pendulum Suite
Closing panel: Global SIAM Survey 2026: Panel Discussion
Conference Close
Track 2: Cotton Theatre
4.45 – 5.45
Track 1: Pendulum Suite
Drinks and Networking
Track 2: Cotton Theatre
Conference Speakers
Anna Leyland – Track Chair
Anna Leyland – Track Chair
Anna Leyland is a Senior Consultant at Microsoft with over 30 years’ experience helping organisations navigate technology change. She specialises in adoption, change and service management and currently supports large-scale programmes focused on Microsoft 365 Copilot and AI adoption. A long-standing member of the northern service management community and former Chair of the itSMF North Region Working Party, Anna is passionate about sharing practical experiences, connecting people and helping organisations turn innovation into real-world value. Outside of work, she is a mentor, volunteer and advocate for social mobility and digital skills development.
Caroline Broad
Caroline Broad
Caroline Broad is an independent SIAM and ITSM consultant with more than twenty-five years’ experience helping organisations design, improve, and operate complex multi-supplier service environments.
After sixteen years with Capgemini, including contributing to the development of its global SIAM blueprint, Caroline spent a decade helping to shape, evolve, and operate the SIAM and Digital Business Operating Model at Anglian Water. During that time, she developed practical approaches to improving supplier collaboration, governance, service quality, and operational performance across a diverse partner ecosystem.
Caroline is passionate about turning service management principles into practical ways of working that deliver better outcomes. She enjoys sharing real-world experiences, lessons learned, and ideas that delegates can take back and apply in their own organisations.
Chris Pope
Chris Pope
Chris Pope is Chief Customer & Product Officer at AutomatePro, where he leads product strategy and customer outcomes for the testing and governance platform trusted across the ServiceNow ecosystem. With 15+ years as a C-suite technology executive, including global VP of Innovation at ServiceNow and multiple tours as a ServiceNow customer, Chris brings the unusual perspective of having sat on every side of the table. He is a recognized thought leader on platform strategy, automation, and the shift from manual effort to outcome-driven delivery.
Chris Reynolds
Chris Reynolds
An ambitious, innovative and compassionate leader with broad and deep experience in digital innovation(KMPG, UK Department of Health, Technology Startup Mentor, UCL Research fellow). He leads the development of transformation and culture change using digital tools. He influences through a common purpose and delivers shared solutions to enable good quality standardised care. He has led digital transformation in challenging circumstances and performed several turnarounds of eletronic patient record initiatives. A nationally recognised digital leader (shortlisted for HSJ digital awards 2026), SIRO trained, Artificial Intelligence Ambassador, Professional Member of the British Computer Society and Advanced Practitioner in the Federation of Informatics Professionals.
Sidrah Warburton
Sidrah Warburton
Sidrah Warburton is Head of Service Delivery at Leeds City Council and a technology leader with over 25 years’ experience driving service delivery maturity and excellence across public sector and private sector organisations.
An expert in ITSM and Service Integration and Management (SIAM), she has led the transformation of complex, multi-supplier service environments, bringing together internal teams and strategic partners to deliver reliable, customer-centred digital services.
She is dedicated to leading large-scale service operations, creating inclusive environments, building high-performing teams and supporting organisations to improve citizen and customer outcomes and experiences. Belonging and inclusion is at the heart of Sidrah’s approach to both her professional and personal life.
Alongside her professional career, Sidrah serves as Vice Chair of South Asian Arts UK, supporting the organisation’s strategic development, governance and growth.
Sophie Hussey
Sophie Hussey
An experienced IT service professional, Sophie loves working with clients to support the growth of their colleagues and service management practices.
Passionate about delivering business outcomes & producing customer value through the provision of high quality, strategically focused, operational & service focused management. Adept at building partnerships, both internally and externally, that drive improvements across all aspects of service management, IT & the business.
Nearly 3 decades of experience combining leadership skills with technical knowledge to inspire & motivate others whilst challenging the status quo with a focus on streamlining processes & optimising productivity.
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Sponsors
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FIDDS helps organizations make informed choices in an environment where data, technology and interests converge. By clarifying where you stand and what truly adds value, direction emerges that provides a foundation for decision-making.
We connect insight with action. From the context of your organization, we translate ambitions into actionable steps and ensure that strategy is not disconnected from governance and execution. This creates focus, trust and results that last.
Most integrations are fine. Until they aren’t. ONEiO provides managed integrations for service providers and enterprise IT teams who refuse to compromise on commitments. Every day they face an impossible ask from the business: say yes to every integration demand and break nothing. Most integration vendors build it and hand it back. ONEiO takes full operational ownership, permanently, under pressure, with outcomes that hold. Customers decide how much control they keep.
Lapis Consulting Services Ltd is a UK-based IT consultancy founded in 2021 by Sophie Hussey, dedicated to empowering organisations through pragmatic, people-centric solutions. Services span IT Service Management, Strategy & Digital Transformation, Operating Models, and Leadership & Mentoring.
