David Buckley

Director, Fresh Tracks Digital Consulting

David has over 20 years’ experience working in the IT industry in technical, management and advisory roles in both the UK and Australia. He is currently a Director of Fresh Tracks Digital Consulting which is based in Canberra and Brisbane.

He has worked for large and small organisations and IT service providers in a variety of industry sectors including Government, banking & finance, aviation and retail where his recent roles have included:

  • Establishing Service Architecture & Design frameworks and systems
  • SIAM Operating Model design
  • SIAM transformation planning and management
  • Design and implementation of lifecycle Asset Management solutions
  • Implementing Agile, value focused Service Improvement capabilities

David holds a 1st Class (Hons) degree in Computer Science from the Open University (UK) and certifications in ITIL, Service Integration & Management (SIAM), ServiceNow (CSA, ITSM-CIS), Scaled Agile Framework (SAFe) PRINCE2, and DevOps (DOI). David is also an accredited SIAM foundation trainer.


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Renee Brown


Renee Brown is what you get when you mix a creative leader and passionate advocate of IT Service Management, with an experienced IT and Operations executive!  With over 20 years IT and Operations experience, Renee currently heads the IT Service Management practice teams within nbn Co as the IT department transforms into DevSecOps . Renee’s team includes experts across many IT Service Management capabilities who are continuously looking at ways to improve Customer and User Experience, facilitate decision making, increase availability of IT systems and create value. Renee was the program lead for nbn’s ITOM and ITSM implementation and she remains the Service Owner for nbn’s ITSM system, ensuring the continued success and development of the ITSM platform in meeting the needs of nbn.

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Supratik Dey

Lead Service Management & ServiceNow Practice, Infosys

A Strategic leader with 18+ years of work experience in Service Management transformation, Solution design and architecture, Program Management. 

Lead the Service Management & ServiceNow Practice for Infosys.   25+ Service Management Program implementation experience across the globe.  Strategic advisor to client leaders and facilitates customer success.  Involved in Strategic Planning to transform the Service Management capability (process, technology and people) and define strategic road maps based on client’s digital transformation objectives.  Articulate the Business case.

Experience in managing large enterprise Service Management transformation/ implementing programs.  Experience in Solution design of various Service Management tools including ServiceNow, Remedy, and HPSM.

Supratik passed his master’s in Business Administration and BE in E&C.  He is also certified in ITIL 4 Managing Professional, ITIL V3 Expert and Prince2 Agile.  

Simon Dorst

Manager, Service Management Services, Kinetic IT

With a combined experience of over 50 years in service management, Michelle and Simon are well known in the industry.

They are Lead Architects for the Scopism Service Integration and Management Professional Body of Knowledge (BoK) and founder members of the SIAM BoK architect team, as well as Subject Matter Experts for both EXIN and BCS in developing the accreditation around this.

Both have been an active committee members of various service management groups for many years, including the itSMF. They shared the award of itSMF Australia Thought Leader of the Year in 2018 and were both Service Management Champion of the Year (Michelle in 2017, Simon in 2018).

Both have been awarded HDIs Top 25 Thought Leaders in Technical Support and Service Management. Simon in 2019 and Michelle in 2020.

They are both passionate about service management and keen to share their knowledge.

Rinske Geerlings

MD and Principal Consultant, Business As Usual

Risk Consultant of the Year 2017 Australasia (RMIA)
Outstanding Security Consultant of the Year 2019 Finalist (OSPAs)

Rinske is an internationally known consultant, speaker and certified Business Continuity, Information Security & Risk Management trainer.

She has consulted to organisations such as 15 Central Banks, the Department of Prime Minister & Cabinet, state/local Government and 100s of corporates and SMEs.  She draws on more than 20 years’ experience gained during roles across Australia, New Zealand, Asia, Africa, South America and Europe.

Rinske has been changing the way organisations ‘plan for the unexpected’. Her facilitation skills enable organisations to simplify their processes. She applies a fresh, energetic, fun, practical, user-friendly and innovative approach to BCM, Security, Risk and DR… topics often perceived as dull and cumbersome.

In her spare time she is lead singer in the Latin/Jazz band SophieG Music, and contributes to the global charity Playing For Change, which provides music education to children in disadvantaged regions.

Sue Jauncey

Founder/Director, Appellon

Sue Jauncey is the founder of Appellon and a registered psychologist who has over 25 years of experience measuring behavioural and performance outputs for organisations such as the Royal Australian Navy, National Health Service, England and Northern Territory Health. Sue’s passion is to support en masse, individuals who want to live better, healthier, wiser lives and organisations that seek to promote collective achievement, connection and performance innovation. Sue, in partnership, has grown the company from a small boutique consulting business to a global organisation.

Sue has significant experience working with Boards, Executive teams, and organisations across public, private, not-for-profit and government. She also wrote the first Board Review Program for the Australian Institute of Company Directors and was a marker of the AICD examination process and authored nationally and internationally on topics relating to how behavioural outputs determine organisational integrity, performance and success.

Katrina Macdermid

Katrina Macdermid

Director, KayJayEm Services

Katrina is considered a visionary in the IT service management learning domain. She is an ITIL® Master, ITIL Global Ambassador and contributing author to all ITIL 4 official publications. Katrina has developed a unique training platform and methodology infusing human-centered design with her team to deliver outstanding learning experiences for her clients. She trains and advises international and publicly listed financial institutions, health providers and the public sector in ITIL®, human-centred design and IT service management.

SESSION: Humanising IT ™: Human-centred design for IT Service Management


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Tony Parsons

Director of Digital Service Management, Unisys 

Tony Parsons is the global Director of Digital Service Management for Unisys within Global Delivery Services.  With over 25 years of client delivery experience with major global information technology organisations, Tony specialises in Digital Service Management (DSM), including Service Integration and Management (SIAM), Service Management Maturity Assessments, and Service Intelligence Analytics, to address a critical market demand within the Next Generation digital services marketplace.

Tony has completed an Executive MBA with Distinction at the University of Technology, Sydney and holds a Ph.D in Service Management (Event Management) at the University of Technology, Sydney.  He also holds a M.Sc in Computer Science from UTS, and an B.Sc(Hons) in Computer Science from Coventry University (UK).  Tony has contributed to over two dozen technical publications and holds two US patents in this field.  Tony holds a CEng and CITP, and is a Senior Member of ACS as well as a Member of BCS.

Harold Petersen

Fresh Tracks Digital Consulting

Harold Petersen is a management consultant and transformation manager with over 30 years of experience, specialising in Digital Strategy, DevOps, SIAM, ESM, ITSM, ICT Governance and Project, Programme, Portfolio Management.

He has lived and worked in South East Asia, Australia, Europe and Africa.

Recent roles include:

Digital Transformation Assurance, DevOps implementation, training & coaching, SIAM Operating Model design and implementation.

Harold holds the ITIL Master, Agile Service Manager, DevOps Leader and MSP Advanced Practitioner certificates. He was itSMF national council member in Australia and Singapore and itSMFI-IEB director. He is a regular speaker at itSMF, PMI and ISACA.

Harold works for Fresh Tracks Digital Consulting.

He and his family live in Canberra, Australia.


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Carolyn Walker

Endeavour Group Limited

Carolyn is an experience Service Management leader who has spent the last 15+ year working in IT Managed Services. With experience in providing IT Managed Services across a broad customer range from Government, Financial, Resources and Commercial customers, there is not much that she hasn’t seen. Working through various different roles from Process Lead, CSI and Quality Manager, to running a Service Management Office, Carolyn has had experience is building ITIL Practices from the ground up.

After first being introduced to ITIL in 2006 Carolyn continued on the ITIL Governance path and achieved her ITIL V3 Expert certification, and more recently gained her ITIL4 Managing Professional Certification.

With a passion for Continual Service Improvement and Knowledge capture and sharing, Carolyn is currently leading a Transformation Program at Endeavour Group Limited.


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Tracey Ward

Talking Genders Pty Ltd

Tracey Ward is a highly recommended international leadership and communication coach. Over the last 20 years, she’s trained working professionals in companies such as Salesforce, Deutsche Bank, KPMG, Telstra, Nexus, MAX Build, Commonwealth Bank, Roche Pharmaceuticals, Toll and Coles. Academically, Tracey has two degrees, one in Psychology and the other in Civil Engineering. Prior to coaching others, she’s successfully led teams across a wide range of industries.

Tracey’s unique approach enables her clients to instil change quickly with a long-term impact. She offers a range of online and in-person workshops to help working professionals improve their communication and presentation skills. Tracey has also created two highly engaging and effective online programs: “Leadership Power Switch” to support frontline leaders and managers, and “Quantum Leap Leadership” for women looking to step up into a leadership position.

Tracey is the author and co-author of two books: “The Art of Conversation” and “Being Perfectly Imperfect.”

Outside of work and study, Tracey has found a new passion and pastime, the Ocean. If she is not swimming in it, she is looking for ways to help its protection.


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Beth Coleman


Beth is an IT professional with more than 30 years of experience in IT Service Management. As Principal Consultant with CATALYNK and a Knowledge-Centered Service (KCS) expert, Beth specializes in providing strategic guidance, training and coaching on Knowledge Management, Intelligent Swarming and Service Innovation. Beth delivers training, certification and consultancy in KCS and Intelligent Swarming for IT professionals virtually and across all industries. Beth is passionate about service innovation, particularly through supporting people to reduce effort and increase opportunities. She’ll explore the benefits of the Intelligent Swarming framework and the potential to develop new capabilities to enable faster, better service delivery.

Knowledge-Centered Service (KCS®) and Intelligent Swarmingare service marks of the Consortium for Service Innovation.


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Kevin Davies

Kevin Davies

Queensland Rail

Kevin has over 20 years’ experience within the IT sector and is a seasoned IT strategist and innovator with a breadth of knowledge across the ICT function, encompassing Enterprise Architecture, Business Architecture, Strategy, Project, Program and Portfolio Management, and IT Governance and Security. He has managed and contributed to a number of large-scale digital transformation programs and technology projects, with a focus on modernisation and architecture maturity and uplift.

Kevin has extensive experience in architecture and broad knowledge of the technical domains of Enterprise Architecture, which affords him the ability to manage multi-disciplinary technology teams. He considers himself to be a pragmatic business-focused technology executive, as he strongly believes that delivering the right outcomes, requires an intimate knowledge of the business, and a partnership approach is the key to value.

He has held architecture and advisory roles internationally and is currently based in Brisbane and leads the architecture practice for Queensland Rail.


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Adam Seeber

Adam Seeber


Adam has spent the last 12 years working in IT management roles working with  industries from energy and utilities, government and healthcare, insurance and finance, and non-profit and retail. Currently the Head of Customer Experience with ValueFlow, Adam works on digitisation & digital transformation initiatives with ambitious clients, trying to do interesting things attempting to make the world of work a little better today than it was yesterday.


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Dan Brooks

Dan Brooks Headshot


Dan is an Experienced Project Manager and a TOPdesk Implementation Specialist. His Expertise spans over ITSM Process Development, Executing Effective Organizational Change, He is a problem solver at heart and loves a good challenge. He thrives on Knowledge Management Best Practices and above all else loves taking current business processes and realigning them with organizational objectives Increasing both efficiency and effectiveness across all departments using Enterprise Service Management strategies.


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Brad Schimmel

Brad Schimmel Head shot

Dialog Information Technology

Brad Schimmel has been active with the itSMF since attending a quarterly seminar with his workmates in 2009. Today, he is Chair of the Victoria Tasmania State Branch and a director of the itSMF International (IEB).  His professional interests are in building DevOps teams that reflect the diversity of our community, skills, wisdom and experience, while adapting service management and agile practices that are fit for purpose and do good.  He is a Delivery Executive with Dialog Information Technology (Victoria), is blessed by his wife and daughters and has recently become telepathically controlled by the family cocker spaniel.


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Daniel Zmood

Daniel Zmood Head shot

System Pioneers

Daniel Zmood is a Melbourne based consultant. He has over 30 years of IT industry experience. Daniel holds a Bachelor of Social Science in Information management from the University of Melbourne. The ITIL journey for Daniel started at the ANZ Bank in the late 90s. Then moving to tools implementation with TUSC and Numara. Daniel co-owns System Pioneers a small ITSM consultancy. Daniel has enjoyed assignments with HP Enterprise service (Now DXC), Unisys and more recently a major Telco service provider. Daniel is a regular contributor to ITSMF at both State and Federal level.


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Peter Tonkin

Peter Tonkin Head shot

 COVID-19 Quarantine

Peter Tonkin is the Director ICT Operations and Service Delivery for COVID-19 Quarantine Victoria and voluntary Board Member for itSMF Australia. His has held senior executive positions in his 35 years delivering Digital Services to public and private industry sectors. His roles have included Chief Technology Officer, General Manager, Group Manager and Senior Consultant. In his career he has successfully digitised small business operations during a pandemic, program managed organisation transformation of a large Government ICT shared service provider supporting 35,000 users and enabled a State Government Department ICT unit to achieve an independent CMMI 3 plus rating in maturity, from 1 plus in under 15 months for ITIL Service Support Processes. The Victorian Government Department received a worldwide award for this achievement.


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Ben Pluznyk

Ben Pluznyk Head shot



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Joe Mihaljevic

Joe Mihaljevic Head shot

 Mirco Focus

Joe Mihaljevic – Presales Executive Micro Focus

As a Presales Executive with Micro Focus, I serve as the technical expert in the sales process to drive the sale and adoption of the company’s IT Operations Management solution portfolio.

My fifteen years of experience in IT Operations has helped me understand how our customers can deploy technologies that fit within their overall business needs.

With a broad software portfolio, backed by a deep inventory of advanced analytics that delivers insights, efficiencies, and automation, Micro Focus helps customers bridge existing and emerging technologies to safeguard their current business and expose new opportunities over the long run.

Combining pragmatism, agility, and customer-centric innovation to future-proof IT investments is what we’re all about. We deliver High Tech, Low Drama! 👍️

The most satisfying part of my job in presales is having the ability to always be learning new aspects of technology. As our products evolve, I’m able to take that knowledge and translate it into a solution for our customers.

Seeing the strengths of our solutions align with a customer’s business outcomes is what drives me every day.


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Vishal Choksi

Vishal Choksi Head shot


Vishal Choksi is Chief Technology Officer (APJ) for BMC Software, Inc. In this role, he works with Innovation Labs, R&D, Agile engineering, and large complex teams to bring digital strategies to life by applying product & technology strategy, common architectures, joint innovation, Agile delivery and a digital operating model.

Vishal brings to BMC more than 25 years of industry experience. He believes the technology leader starts with the customer and works backwards to develop the right technology strategy maximising business potential, which can react to change, drive continuous improvement, and ultimately serve their customers better.

Before joining BMC, Vishal was a Head of Strategy, Architecture and Engineering at Metricon Homes, Where he delivered large scale, multi-year digital transformations, M&A activities and established enterprise digital strategy, architecture and delivery functions. Earlier in his career, Vishal has held leadership positions across diverse industries and led transformation initiatives for TradigPost, Austock Life, startups, scale-ups and ASX listed organisations.

Vishal holds executive master’s degrees in advanced corporate strategy and finance from the Quantic school of business and technology and computer science from the Royal Melbourne Institute of technology. He is an advisory board member for Quantic Entrepreneurs and Enterprise Architecture Summit Australia.


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Anu Malhi

Anu Malhi Head shot

 Transform Partners

With 18+ years experience in both hands-on operational and transformation roles, Anu brings a depth and breadth of knowledge and experience that is unique and advantageous for today’s digitally transforming world. Our service provider clients are gaining great benefit and value from his insights on how to address their challenges to better service their customers.

As an ITIL4 Managing Professional and an ITIL V3 Expert he has played a key role in cutting edge SIAM/ITIL/ITSM Managed Service transformation projects both in the UK and Australia.

His approach, developed from continuously learning from successes and failures, is very effective as he pragmatically applies best practice methodology ensuring clients are on the right path to achieving outcomes and realising benefits from their continual improvement initiatives.


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Stefan Hulls

Stefan Hulls head shot


Stefan Hulls is the local director for Australia at 4me. He has 15 years of experience working with
BMC Software, various open-source ITSM tools and has been involved in 4me for the last 8 years. His
background in education and hospitality comes in quite handy in the service management space
now and then.


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Rose Dyson

Rose Dyson head shot

DevOps Leader and ITIL Managing Professional

Rose is an enthusiastic, experienced and knowledgeable Agile Service Management consultant, educator and leader.

Rose is customer oriented and thrive to delivery quality outcomes in the most efficient way possible for quicker successes.

Rose has more than 30 years experience in the IT industry (it’s just a number, right?) that ranges from IT operations and support, application development, project and customer management and ITSM solution architecture. Since 2004, Rose has been 100% dedicated to IT Service Management consulting and education. Rose has been involved with ITIL process design/implementation/improvement, ITSM tool alignment and IT Transformation projects in organizations of all sizes in Australia, Singapore and Hong Kong, including the largest ITIL implementations at Government Departments in Australia.

Rose (an ITIL Expert) has successfully delivered ITIL related training to thousands of people in Australia, NZ, Singapore and Hong Kong, including corporate executives, business and technical managers, technical specialists, service desk staff and business (non-technical) staff from a variety of industries at small and large organisations.

Rose has also been recognised for her contribution to the IT Service Management community in Australia while volunteering to the ITSMF, since 2007 and she is still contributing in the promotion and further develop of ITIL and other ITSM related practices and ensuring that itSMF members receive the value they expect from the ITSM Forum.

Rose is constantly updating her knowledge and expanding her experience that now also covers Agile Service Management, Agile Process Owner, Scrum and DevOps.

Rose is an engaging communicator and knowledgeable and passionate about Service Management.


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Kathryn Howard

Kathryn Howard head shot

Former Board Member & Conference Director, itSMF Australia

Kathryn Howard has over 30 years’ experience in IT with 15 in service management and delivery.

She has worked in prominent Australian financial institutions, major telecommunications providers plus government agencies.  Kathryn has helped organisations develop their service strategy and has experience providing policy, process assessment, service improvement and change initiatives.

She is an international speaker having presented in the US, UK, Europe, NZ, plus regularly in Australia and holds multiple service management industry related certifications.

As a long term member of the itSMF community she has previously served on the Australian board in the positions of Conference Director and Deputy Chair.  She is also a former chairperson of the NSW state branch.

Kathryn believes organisations can deliver valuable products and services through the reinvention of IT, the application of converging frameworks and commitment to lifelong learning and community collaboration.


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Julie Harrap

Julie Harrap head shot


Julie is a Service Management & Operations specialist, and thrives on defining & embedding Service Management competencies from the ground up. Originally from the UK, since joining Suncorp Julie now leads a large managed service through the Service Management Office that delivers platform and production support for Suncorp’s Data & Enterprise Technology domain. In this role Julie has continued to mature this managed service over the last 3 years and drive uplift and simplification across service outcomes. Passionate about relationships and customer service, Julie excels at maintaining strong partnerships with her colleagues, partners and wider industry connections. Julie is most energised when she is collaborating with colleagues to help develop and mature Suncorp’s Service Management strategies.


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Vanessa Fardon

Vanessa Fardon head shot


Vanessa is an exceptional customer focused Leader with twenty years’ experience in Service and Project Management.   Having worked across multiple projects and operational roles, she specialises in bringing all components together from business, technical and management to achieve a common goal.   Vanessa’s ambition to improve processes and simplify ways of working has seen her embed ITIL service management practices across the data analytics Reporting and Visualisation platform in Suncorp.   Vanessa is passionate about helping people, and improving how individuals and teams connect and communicate.  Through offering individual coaching, Vanessa has influenced and driven knowledge of best practice ITIL service management across her portfolio and the wider Suncorp domain.


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Bradley Busch

Bradley Busch Head shot


I deliver enterprise innovation in high compliance environments

I’m an investor, CISO and CTO with experience in Cyber Security, Agile, DevOps, Digital, Cloud, Machine Learning, IT Governance, Risk Management and Service Management.

– growing a great portfolio of companies including PEXA, XM Cyber, Haventec, RedEye, RecordPoint and Stocard

– ITIL V3 Expert and CISA certified. Regular presenter and keynote conference speaker on Cyber, Service Management, Governance, Risk and Compliance.

– recent past Chairman of the Board at itSMF Australia and Non executive director at Shire Christian School


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Duncan Troup

Duncan Troup head shot

Tingle Tree Group

Duncan has been advancing customer experience and technology innovations for 25 years. This journey spans product startups, mainstream consulting,  executive leadership and enterprise formation. He has postgraduate qualifications covering the fields of Counselling, Education, Business and Technology. He is everything you might expect from a unicorn who has made curiosity a way of life

For the last 6 years Duncan has led a group of curious pioneers at The Tingle Tree Group – a niche consulting company specialising in the application of lean and systems thinking in the pursuit of awesome and sustainable customer experience.

Since we last saw Duncan at the ITSMFconference he has formally qualified in mental health counselling and is increasingly engaged in coaching teams through their challenges with respect to staying well in the boradest sense. He looks forward to sharing some perspectives on self care for oneself and for others with the ITSMF community today.


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Shamane Tan

Shamane Tan headshot


As one of the most established women in the fields of technology and cybersecurity, Shamane Tan is the Chief Growth Officer at Sekuro, leading the security outreach strategy with the C-Suite and executives. Recognised by IFSEC as one of the global top 20 cybersecurity influencers, the ‘Cyber Risk Leaders’ and ‘Cyber Mayday & the Day After’ best-selling author was also listed in the 40 under 40 Most Influential Asian-Australians. Winner of the ARN Shining Star (Multinational) 2021 award, the TEDx speaker and podcaster is also the Founder of Cyber Risk Meetup, an international community and platform for cyber risk executives to exchange learnings.


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Rachel Seaniger

Rachel Seaniger head shot

Fresh Tracks Digital

Rachel has been in the ITSM field for over 20 years and has held many and varied roles across the service lifecycle.

Her current role is the Business Unit Director at Fresh Tracks Digital Consulting.  She has also been the Chair of the Qld itSMF Branch for many years. 

Her approach to ITSM very pragmatic and practical and she firmly believes in simplifying solutions as much as possible to make sure it is relatable, understandable and maintainable.


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David Fairman

David Fairman head shot

Netskope & Cyber Venture Capital

David Fairman is an experienced CSO/CISO, strategic advisory, investor and coach.  David has extensive experience in the global financial services sector. David is currently the APAC CSO for Netskope helping customers manage their digital and cyber risk programs in addition to working across industry with the aim of making the digital economy a safer place to do business. Furthermore, David is a Partner and CISO-in-residence at SixThirty Ventures, driving innovation and helping build great technology companies.  Previously, David was the Chief Security Officer (CSO) at NAB owning all aspects of Physical Security, Fraud, Investigations and Cyber Security. Prior to NAB, he was the Group Chief Information Security Officer (CISO) for the Royal Bank of Canada. David has held senior leadership roles at JP Morgan Chase & Co and the Royal Bank of Scotland (RBS).


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Ken Goff

Ken Geoff

KGM Limited

Ken is a Lecturer/Trainer/Consultant & Public Speaker with his own Company, prior to which he had a 30+ year career in Service Management within Corporate organisations.

He is recognised as one of the leading Trainers and Consultants in his field and is in high demand as an event speaker all around the world.


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