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Women in ITSM CoP – Don’t let the voice in your head hold you back
Join us for an inspiring Women in ITSM session that tackles one of the biggest barriers to success – your inner critic. We’ll hear from accomplished females in service management who have faced (and silenced) that persistent voice of doubt, sharing their personal journeys, hard-earned insights, and practical strategies for overcoming self-sabotage. Whether you’ve ever questioned your abilities, downplayed your achievements, or held back from stepping into your next big opportunity, this session will help you reframe your thinking, build your confidence, and take control of your story.
Speakers
Valerie Wilson – Service Operations Director, BT
Val has been leading service management teams for a decade. Based in Belfast, she currently oversees all the managed service front line service desks across BT Business globally, leading a team of over 1500 people across 15 geographies. Valerie is passionate about leadership and service management, with a special focus on supporting and empowering women in this field. She also serves as a non-executive director on the board of itSMF UK and chairs Women in ITSM.
Hannah Hammonds – Service Delivery Lead, Prolific
Hannah is passionate about building meaningful connections and fostering inclusive communities. As the founder of a Women in Tech network, she feels incredibly proud of creating a space for mentorship, empowerment, and collaboration. Hannah is looking forward to delivering this session on finding your people, as she truly believes her career has been transformed by the connections she has made, the skills she has developed and the confidence they’ve helped her build. Surrounding yourself with the right people is the key to success.
Vanessa Pillay – Director of Customer Service, BT
As Director of Customer Services for small and medium-sized businesses across the UK, the role includes critical service oversight for the UK’s 999 emergency response and Relay UK services. She has led significant operational transformations, digital optimisation, DEI initiatives (including Fearless Females in Hungary and reverse mentoring), and has been featured on the Women in Leadership Power List. Her career journey reflects her adaptability and global perspective, having successfully transitioned and moved from South Africa to Hungary and now the UK, where she continues to drive impact and transformation.
Sara Woolven – Head of IT Service Operations, Mail Metrics
Sara’s journey in technology has been shaped by a passion for operational excellence, a commitment to service quality, and a belief in the power of calm, decisive leadership—especially when things go wrong. Sara has had roles in Agile Business Analyst, Service Delivery Manager, and IT Service Delivery Lead, before stepping into her current position. Each role has taught her something new about resilience, collaboration, and the importance of putting people—clients, colleagues, and teams—at the heart of every decision.
Sara led a team that manages critical IT services, responds to major incidents, and drives continual improvement across our operations and she is proud of the work they have done to reduce incidents, improve client satisfaction, and deliver seamless transitions like their recent Service Desk migration.
She believes in setting high standards, leading with empathy, and empowering teams to take ownership and grow. Whether Sara is coaching through a crisis or shaping strategic plans, she aims to bring clarity, confidence, and a sense of purpose to everything she does.
Delivery Platform
This event will be delivered using Microsoft Teams.
PeopleCert ITIL CPD Points
itSMF UK members will automatically earn 1 ‘Community’ ITIL CPD point for attending this event – more details available here.
How much does it cost?
This event is FREE for ALL itSMF UK members.
Not yet a member? You’ll be shown a price of £165 + VAT which includes an ‘Individual’ level annual membership. To find out about other membership levels, benefits and costs please click here.
