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itSMF UK are pleased to announce we have now commenced phase two of our mentorship programme pilot!
The service, available to members for free, encourages and supports mentees to identify their key goals and objectives, and align them with standard industry roles. We then aim to match the mentee with a mentor who has the appropriate skills, knowledge and experience to aid and drive their personal development.
In keeping with the ITIL guiding principle of ‘start where you are’, the mentee does not have to be straight out of school or university; they might be looking to make a change in career direction or explore a new and unfamiliar area of ITSM. There are always transferable skills; however it has been proven that those with a mentor go farther, faster.
Many of the professionals that we engage with are keen to share their knowledge and experiences with peers and colleagues, and just as many are willing to learn from these relationships. Facilitating the right connections through networking activities has long been a key part of the our role at itSMF UK, and mentoring is a natural next step.
The pilot phase is being used to test our practices and supporting documentation etc, ahead of the formal mentoring programme launch during Q1 2025.
PSMF and complementary resources
This programme has been designed to complement the resources already available for those new to service management, such as the ITIL 4 Overview, the two-part ITSM Introduction course and the skills mapping tool, PSMF.
PSMF Personal is free to members and offers self-assessment, individual profiles, skill gap analysis, and comparison with standard industry roles. It is part of the onboarding requirement that mentees complete the free PSMF skills assessment so that the resulting profile and content can provide input for the mentoring sessions and help to match them to the most appropriate mentors.
Further information about PSMF can be found at itsmf.co.uk/PSMF.
Caroline has worked in Service Management for a wide range of organisations over the past 28 years. Starting her career on a range of Service Desks, and Problem Management, she has combined service operations and consulting with longer term interim roles such as Head of Service Support and Head of Service Delivery to ensure up to date practical knowledge, experience and relevance. Having spent many years performing ITILv3 process maturity assessments, she is now also the lead assessor for the itSMF delivering ITIL4 Maturity assessments for member organisations, and has set up and will oversee the governance of the new Mentoring Programme for itSMF UK.
Val is a seasoned Service Operations Director with over 23 years of experience at BT, where she has played a pivotal role in running Global Service Operations Centres within Managed Services for some of the world’s critical customers. Her leadership extends beyond her current position in BT, as she is also a valued member of the Board at itSMF UK, contributing her expertise to the wider IT service management community when she can. Valerie is certified as an ITIL Strategic Leader, adept at driving efficiency and innovation in service operations on a global scale.
Andrew is a highly motivated & empowered IT professional, with a proven track record managing Enterprise IT Programs, IT Service Delivery, leading multinational operations teams, at a senior leadership level, in the Automotive, Financial Services and AEC Sectors, with over 38 years of experience in a variety of roles across Program Delivery, Sourcing Transactions and Operations Management. Currently Head of IT Service Delivery for Foster & Partners leading a Team of 50 specialists through a Service Excellence Transformation Program. Andrew is passionate about leading change, drawing on his insights of IT Infrastructure, Service Management & stakeholder relationships. Key outcomes delivered in Service Desk digitalization, process maturity & automation, sentiment-based experience insights and persona-driven user journeys & training.
Tom currently works for Computacenter as Group Head of ITIL Process Delivery, managing circa 250 people in 7 countries. He started out on a service desk over 20 years ago, and had several roles for some of the biggest IT companies in the UK, from BT, to Accenture to Computacenter. Throughout his career Tom has enjoyed helping people and watching them grow, when it comes to Service Management and processes, the people are the differentiator for any company. As a mentor within Computacenter he is also involved in the Employee Development Programme for gifted employees trying to start a career. During my career, I have been lucky enough to have people who believed in me and supported me and I want to pay this forward to see others flourish.
Tomas has extensive experience across a wide range of IT Service Management (ITSM) functions and is currently leading the Service Desk function at Direct Line Group, passionate about helping individuals and teams unlock their full potential. His approach is rooted in a commitment to “levelling up” others by sharing practical insights and proven strategies gained from years of hands-on experience. Whether you are new to ITSM or looking to advance your career, he is dedicated to mentoring, guiding, and empowering you to achieve success. Let’s collaborate and take your skills and confidence to the next level.
Andreia has held senior technology roles within IT Governance, Delivery and Operations in Telco companies in the UK and Brazil for Vodafone, Oi, VIVO. She has led large multi-cultural and global teams, developed operating models, managed mission critical platforms and led complex programs to drive cultural and digital transformations to enable development opportunities to her teams, business value, new services and modernisation.
Currently in Vodafone, as Head of Global Digital & IT Service Management, she is accountable for the transformation of the function, ITSM Standards and ITSMaaS to Vodafone entities.
In her previous role as Head of IT Operations in Vodafone UK, she achieved financial and service improvement by repositioning Operations as a crucial part for Technology and Business.
With a background in Engineering, System Analysis, Project Management and Complexity Theory, Andreia values collaboration to foster diversity and inclusion and to enable transformation in a positive and fair way for employees, customers, vendors and business.
Richard worked the last five years as the Head of Service Architecture and Design, a role that built on his previous experience as a Service Architect Capability Lead. Core competencies lie in leadership and presales, underpinned by a solid foundation in Service Integration and Management (SIAM), Integrated Logistics and Support (ILS), Secure by Design (SbD), ITIL and SAFE Agile principles. Holding the prestigious ITIL 4 Master certification, he is committed to transforming Service Delivery through strategic innovation. With personal goals to architect robust services that elevate customer experiences and operational efficiency.
Karen is a well-established award-winning service management, thought leader particularly in the field of holistic service design (business & IT). Her key areas of expertise span design & development of target operating / governance & process models, transformation strategy, development of negotiation positions & helping the business understand what are the “red” lines. As a thought leader, I have published numerous articles on IT Risk Management, Non-Functional Requirements Management, Service Design Roadmaps and Process Improvement, authored ITL4 Service Design Practice & the very successful publication “Service Level Management – a Practitioner’s Guide” and a leader author for SIAM Professional Body of Knowledge. A speaker at seminars, workshops and conferences, Karen was the itSMF UK Chair for 3 years – now a mentor for itSMF UK and a PeopleCert Ambassador.
Nigel is currently working as a process Governance & Enablement Manager for Fujitsu, responsible for Fujitsu’s Service Management System and is assigned to consulting engagements related to IT Service Management transformation for efficiency improvement and continual service improvement across a variety of industries.
With a long career in IT with some of the UK’s largest organisations he has extensive experience in Service Architecture, including Design and agreement of a TOM for on-boarding customers, facilitating operational alignment with SIAM framework and contractual commitments. Developed Balanced scorecard of measures for Service Architecture Practice. SME in implementation of ITIL 4 and XLAs measures such as Customer Effort Score (CES) and Cultural Performance Indicators (CPIs )
Responsible for Target Operating Model (FMO) within SIAM Organisational Change Program and alignment with external Service Provider, Post sales Service design and architecture for customers and Co-Creation and agreement of CoLo environments and bespoke work packages such as SIEM and Design of CX, EX and UX based XLAs.
Barclay is an independent management consultant, with expertise and experience in IT Service Management, Service Desk, and Contact Centres, and has delivered many 100s of consultancy assignments and projects in ITSM since the mid-90s.
Working closely with the ITIL/ITSM industry as an author and independent writer and analyst – and a member of the ITIL 4 architect team, co-author of the SDI standards, and writes a blog regularly on ITSM topics. Working with industry partners such as SDI, PeopleCert and CDW, Barclay also co-hosts the Enterprise Digital Podcast. I deliver training and development in management consultancy.
I have a long association with itSMF, as a member, volunteer, event exhibitor, speaker and board member. I was also CEO of itSMF UK for 3 years from 2015. I was given the Paul Rappaport lifetime achievement award from itSMF UK In 2023.
I have run several businesses and carry out some non-executive director work – I’m a member of the Institute of Directors. I’ve provided mentoring services over many years and am particularly keen to help develop the careers and opportunities of those developing in the industry. I advise on consultancy, small business development and general ITSM roles and career development.
Neil started his career as an apprentice and then performed several IT related roles over the past 35 years. With a proven track record of success in IT service management and as the Head of Global Service Management Division, he is also a practising coach, and mentor having trained at Henley. With a deep understanding of service delivery processes and a commitment to continuous improvement, Neil is known for his ability to build strong relationships, inspire teams, and drive positive change.
Key Skills include
Neil is a dedicated and results-oriented professional who is passionate about helping individuals and teams achieve their full potential.
Lucy joined Barclays in July 2015 as a Technology Apprentice and was part of the first cohort of Degree Apprentices, obtaining a degree in Digital and Technology Solutions (Software Engineering) in 2019. She has had many different roles within the Incident, Problem and Change function in both Operational and Governance roles, most recently being appointed as Global Head of Problem Operations for Barclays. Lucy’s team is 16 members strong, spanning three continents across the globe. They are responsible for diving the Proactive Problem Management function estate-wide, facilitating the completion of Post Incident Reviews and coordinating all post-incident remedial activities, including root cause identification and fix application. Lucy has a passion for advocating the importance of early careers and enriching technology workforces through the integration and development of entry-level talent.
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