Matthew Burrows Director & Principal Consultant

Elaine Burrows

Elaine Burrows Director & Senior Consultant

Simon Roller Director & Principal Consultant

Jennifer Neil Business Operations Manager

Nicole Minster Marketing Manager

Daniel Merriott Principal Consultant

Gerry Mos Senior Consultant

Phil Lovell Senior Consultant

Tristan Boot Senior Consultant

John Boyle Senior Consultant

Mike Bridgefoot, Senior Consultant, UK

Mike Bridgefoot Senior Consultant

Stuart Wright Senior Consultant

Glenn Lee Senior Consultant

Tony Ottley, Senior Consultant, UK

Tony Ottley Senior Consultant

Liane Taylor, SFIA Accredited Consultant, Australia

Liane Taylor Consultant

Suresh GP Consultant

James DiIanni Consultant


James Bartlett Consultant

Matthew Burrows
Director & Principal Consultant

In addition to his role as Director, Matthew is active as part of our consulting team, working with colleagues to deliver initiatives for our clients.

Matthew has served on numerous industry bodies, including as President of the Institute of Service Management, Management Board member for itSMF UK, authoring team for the PMI Program and Portfolio Management standards, and the ITIL Change Advisory Board. He was the Design Authority for SFIA version 6, published in June 2015, and has been using SFIA for over 16 years.

Matthew led a joint initiative between the TeleManagement Forum and itSMF UK, focused on service management in telecoms, including the use of ITIL, eTOM, ISO/IEC20000, SID and other elements.

He currently serves on the SFIA Council, is Chair of the itSMF International Ethics Review Board, and contributes to the service management industry and the development of best practice. He is an ISO/IEC 20000 qualified consultant and auditor, and SFIA Accredited Consultant, specialising in implementing pragmatic business service management solutions rather than just theoretical consulting. He has considerable experience of BSM, UK and global outsourcing and managed services. He adopts a methodical and completely business-focused approach to designing and implementing practical, pragmatic and innovative solutions.

Matthew is a regular contributor to publications and best practices on service management, and has delivered presentations at itSMF conferences and other industry events around the world. His authoring credits include SFIA (Skills Framework for the Information Age), Service Management, Portfolio and Programme Management methodologies, white papers, books, articles and publications.

SFIA Accredited Consultan


Elaine Burrows
Director & Senior Consultant

In addition to her role as Director for all operational aspects of the business, Elaine Burrows works as part of the consultancy team, delivering Service Management Consultancy and product implementations for clients aligning to ISO/IEC 20000, ITIL, SFIA and others.

A SFIA Accredited Consultant, Elaine has direct responsibility for product development, finance, HR, administration, health & safety, legal, ICT and supplier management.

A key focus is the project management and governance for all internal projects, including the development of online assessment solutions in SFIA and ISO/IEC 20000, a SharePoint-based Service Management system, Quality Management system, Office365 implementation and many others.

Elaine’s specialties include:

  • Project Management from business conception and approval, through design, implementation and operations
  • Management of global project teams
  • Setting up and management of Operations teams, utilising SFIA and CPD methods
  • Full service lifecycle experience
  • Service Management – design, implementation and auditing of processes
  • Industry Standards – ISO 20000, ITIL, ISO9001, SFIA and COBIT

Elaine is an experienced Project Manager, Operations Director and Service Management professional.  She is an individual contributor with proven leadership skills, managing and empowering others to deliver solutions.  Her methodical and business-focused approach to designing and implementing practical, innovative and profitable solutions makes her an integral part of the BSMimpact team!

SFIA Accredited Consultan


Simon Roller
Director & Principal Consultant

In addition to his role as Director, Simon is active as part of our consulting team, working with colleagues to deliver initiatives for our clients. Simon a member of the SFIA Council.

Simon is an IT Executive with local, regional and global experience. Throughout his career, Simon has focused on helping organisations integrate IT with the business, and he is as comfortable inside the Board Room as he is in the Data Centre.

Simon held a number of global roles at HP and helped a number of global companies define their IT strategy and IT governance requirements. In 2012, Simon made the decision to form Adaps Consulting to focus on IT Governance and Strategy solutions, and in August 2015 BSMimpact Pty Ltd was formed as a result of the relationship between Adaps Consulting and BSMimpact.

Simon is a SFIA accredited consultant and trainer, and is a member of the SFIA Council. As part of Simon’s various roles, he has written a number of white papers on IT Service Management, Security & IT Consolidation, as well as speaking at many external events. Simon is experienced in dealing with media and analyst relations as well as internal business units and executive stakeholders. Simon is a great team player, and is used to managing large teams of people and large systems integration projects, often spanning many countries and time zones.

SFIA Accredited Consultan


Jennifer Neil
Business Operations Manager

Jennifer plays a vital role in ensuring the day-to-day operations of the business run smoothly. Jennifer is responsible for ensuring that effective methods and practices are put into place.

Jennifer plays a vital role in ensuring the day-to-day operations of the business run smoothly. As part of her business operations role Jennifer is responsible for ensuring that effective methods and practices are put into place. Areas covered within her role include sales and marketing, operations management, continual process improvement and business planning.

Jennifer is a highly motivated professional benefiting from 12 year’s experience in the IT industry both in large and small organisations, within supplier and customer based roles.
She has a proven track record in delivery of transformational design and IT solutions. With a high level of personal commitment and drive, Jennifer is conscientious, people centred and motivated by the delivery of high quality results.

Jennifer’s collaborative approach has ensured she has quickly become an integral part of the BSMimpact team. She is organised, methodical, process driven, has excellent problem-solving skills and great communication skills.

Skills and experience
• Infrastructure Project Management
• Digital Project Management
• Service Continuity Management
• Workarea Recovery Management
• Change Management
• Process design and implementation
• Campaign planning


Nicole Minster
Marketing Manager

Nicole Minster is a creative, strategic and highly experienced marketing professional with over 15 years experience in the Information Technology products and services, and training and development sectors. She has an exceptional work ethic and commitment to organisational objectives within a highly competitive and rapidly changing market place.

A proactive manager, team builder and tactical planner with the ability to build strong and lasting relationships, Nicole has significant experience in campaign planning through to execution and reporting on effectiveness in below the line marketing activities.

Nicole is also a SFIA Accredited Consultant.

SFIA Accredited Consultan


  • Strategic Planning
  • Direct and Channel Marketing
  • Digital Marketing
  • Trade Show & Event Management
  • Campaign Planning
  • Relationship Building
  • Strategic Partnerships and Alliances
  • Branding
  • Corporate Commuications
  • Competitive Marketing Analysis
  • Process Design & Implementation
  • Quality Management
  • Telesales Team Management
  • Graphic Design


Daniel Merriott
Principal Consultant

Daniel Merriott is a Principal Consultant with a well-rounded view of what it takes to help organisations succeed. With an excellent pedigree in the IT industry, strong experience in IT and management consulting, an Executive MBA from one of the leading global business schools, and a passion for making sure people are at the heart of business, Daniel is equally comfortable working with C-level clients, HR professionals, and IT professionals.

Since moving to New Zealand in 2013 Daniel has focused his efforts on helping New Zealand businesses succeed through making the most of their people & performance practices with clients including software and engineering firms as well as household names such as Surf Live Saving (Northern Region).

A capable leader, Daniel is also a great team player, happy working with small focused teams and as well as leading multi-national teams with diverse skill sets. He is a Chartered Fellow of the British Computer Society (FBCS CITP), a Fellow of the Institute of Management New Zealand (FNZIM), a Member of the Institute of Directors in New Zealand (MInstD) and a SFIA Accredited Consultant.  The start of 2017 also saw Daniel receive his Certified Information Systems Auditor (CISA) accreditation.

SFIA Accredited Consultan


Gerry Mos
Senior Consultant

An IT Service Management Consultant and former Vice President of the Institute of Service Management, Gerry Mos has detailed ITIL knowledge; is a recognised expert within IT Governance; and has extensive experience assisting organisations to gain ISO20000 and ISO27001 certification.

Other areas of expertise include ITIL and IT Governance Training; Capacity, Availability and Continuity Management; Product Assurance and Testing; Service Catalogue; and providing extensive people management skills to programme/project management.  Gerry can add value to a wide range of client engagements with particular expertise in integrating technology and embedding Service Management best practice during mergers, de-mergers and acquisitions.

Gerry has also developed a number of IT Governance assessment tools and training courses, for ISO 20000 in particular. Operationally he successfully managed a public sector organisation with a multi-million pound budget and 50+ staff for a number of years.

SFIA Accredited Consultan


Phil Lovell
Senior Consultant

Phil Lovell is a positive and motivated IT resource management professional, with expertise in learning and development assessment, consultancy, stakeholder relationship management and resourcing. He specialises in IT professional services with exposure to Financial Services, Public Sector, Manufacturing and Telecommunication industries.

Combining over 10 years of hands-on IT experience with 15 years IT resource management experience with formal training and accreditation as a SFIA Consultant and a Cert IV in Training and Assessment, Phil has assessed the skills of IT professionals for the purposes of recruitment, professional development and the Australian Computer Society’s certification program. Phil’s key skills also include Consultancy and Stakeholder Relationship Management. He achieved target compliance rates and workforce management systems acceptance by successfully managing the implementation through key stakeholders in the Technology Division of a Tier 1 Bank (staff of 400). He also worked with the CIO and direct reports, providing consultancy to resource managers and Project managers. Phil is a SFIA Accredited Consultant.

SFIA Accredited Consultan


Tristan Boot
Senior Consultant

Tristan is a Senior Consultant who has been working in customer service and service management roles for over 20 years.

He has experience across a range of industries including higher education, telecommunications, managed service provision, manufacturing, insurance and entertainment; and a broad experience covering most aspects of ITSM, with interests including Service Desk, Process Design, Change Management, Business Relationship Management, Knowledge Management, Customer Experience Management and Organisational Change.

Tristan’s mixture of thought leadership, technical skills, relationship management experience, communication skills and analytical and problem solving techniques will help drive your Service Management culture to the next level.

He believes in keeping things simple, in the power of continual improvement, and in the importance of people and organisational culture. He thrives on building relationships and getting everyone on the same page to drive results for the customer.

After eight years as President of the New Zealand chapter of itSMF, Tristan stepped down in 2016 and was recently made a life member.


John Boyle
Senior Consultant

John Boyle has successfully combined his background in project management and service management with the development of complex £multi-million IT services solutions in sales, engagement and relationship management roles.

His key focus areas include sourcing strategy (both insourcing and outsourcing), development of RFPs, management of bids, and contract negotiations. His extensive operational experience gives him an excellent insight in to what works in the real world, ensuring that initiatives successfully deliver. Following his telecommunications background in the British Army, John’s distinguished career has included The AA, DEC/Compaq/HP, and Dell.

John’s experience includes both the management of successful IT services bids and the implementation of complex IT services contracts. These include Managed Services, TUPE/ARD, Support and Professional Services across IT infrastructures. Solutions developed include Service-desk (Offshore/Nearshore), “Desktop Utility”, Datacentre and Server/Application Support delivered mainly to Telco, Media, Financial Services and Local Government customers.

John is a qualified ISO/IEC20000 consultant and auditor and his work with the BSMimpact team has included the implementation of a Service Catalogue and a ‘Service Based Supply’ model at Centrica plus the control of Transformation projects aimed at establishing industry “Best Practices” as part of the implementation of an integrated Services Management solution. The scope of this work includes People, Process and Technology integration. He is effective working at a senior level to establish strategy and policies, and also uses his communications, presentation and business finance skills to articulate complex business case scenarios in support of IT programmes.

John is also a SFIA Accredited consultant.

SFIA Accredited Consultan


Mike Bridgefoot
Senior Consultant

Mike Bridgefoot brings broad experience of delivering skills development programs and training to professional and technical staff at all levels in a wide range of international companies and organisations.

He has a wealth of experience in a number of areas, including:
– Professionals in IT and Engineering
– Qualification development
– Standards development
– Accreditation
– Assessment
– Competencies
– Training needs analysis
– Program development, and
– Multimedia

Mike was the Head of Registration and Standards at The IET (The Institute of Engineering and Technology), Chair of the SFIA Foundation for more than 8 years, and General Manager – West London Training.

SFIA Accredited Consultan


Stuart Wright
Senior Consultant

Stuart is qualified to ‘Expert’ level in both ITIL and ISO/IEC 20000.
He is an accredited trainer for a number of examination bodies and a lead trainer for our training services.

Prior to 2000, Stuart spent a number of years as a senior manager within a Bristol based IT company delivering services across Europe. In 2000 he got involved with ITIL and IT Service Management when he joined CEC Europe, as employee number 3.

During Stuart’s time with CEC Europe he delivered ITIL consultancy projects, ITIL training courses and BS 15000 assessments. In 2004 the organisation was acquired by Hewlett Packard, and Stuart spent almost 3 years delivering and developing various ITIL courses.

As Head of Training with Pro-Attivo Stuart was fortunate in that he could mix training with consultancy. His experiences at Pro-Attivo were dominated by ISO/IEC 20000. Achieving certification is not just about ITIL, as ISO/IEC 20000 is framework neutral, it’s about taking IT Service Management to the next level.

In November 2009 Stuart joined Severn Valley IT Service Management, as a founder member, where he continued to deliver both consultancy and education engagements.

Stuart is qualified to ‘Expert’ level in both ITIL and ISO/IEC 20000 He is an accredited trainer for a number of examination bodies and a lead trainer for our training services.


Glenn Lee
Senior Consultant

Glenn Lee is passionate about improving ICT professionalism and knowledge sharing.

Glenn is a senior Certified Professional member of the Australian Computer Society and has been a member for over 25 years. He has served at Executive Committee, consulting and mentoring levels.

With 30+ years working in ICT, Glenn’s career has covered programming, business analysis, mobile computing design and project management, strategic ICT Planning, information and computer security management, risk and contingency planning.

He has an in-depth knowledge and implementation experience of the Skills Framework for the Information Age (SFIA). Glenn has provided consulting services on harnessing the benefits of SFIA, both at a organisation and individual ICT professional level.

SFIA Accredited Consultan


Tony Ottley
Senior Consultant

Tony brings diverse experience from his 20+ years in IT. From early days as a software developer, he worked for HP Enterprise Services, implementing comprehensive service desk solutions for major European customers and providing technical consultancy to multi-million dollar comprehensive outsourcing opportunities.

Tony is passionate about helping customers identify and realise business value from technology. At HP Software he was responsible for leading global business value programs, creating third-party validated value selling tools, assets and associated field enablement providing sales and pre-sales with the skills, knowledge and support to sell value and build business cases collaboratively with customers.

Confident and approachable, Tony has led many high-performing teams and complex programs, and rapidly builds strong and trusted working relationships at all levels. He is recognised as an influential leader and perceptive thinker, and able balance short-term tactical goals against longer term strategic vision, defining pragmatic approaches and delivering service excellence.


Liane Taylor

Liane Taylor is an experienced Manager in Professional Development (PD) design and delivery and a SFIA Accredited Consultant.

A results focused professional, Liane has experience in Organisational Workforce Strategy and Implementation, Education, Program Management and Marketing Operations. Her professional experience comes from a number of Australian and international listed companies within the IT Professional Services, Education, Banking and Shipping industries.

A confident leader, decision maker and mentor Liane’s focus is primarily to team with business to deliver practical and commercially focused outcomes.

Liane’s well-developed analytical skills are coupled with excellent communication and stakeholder management skills.

SFIA Accredited Consultan

SFIA Accredited Consultant Logo


Suresh GP

Suresh has over 14 years of IT experience in different facets of IT Service Management, IT Governance, Project & Program Management and ISO Standards.

Suresh GP has over 14 Years of IT experience with 8 years at Hewlett Packard (HP).

He has a wealth of experience in different facets of IT Service Management, IT Governance, Project & Program Management and ISO Standards. Over the years, he has performed diversified roles that included ITSM Consultant/Solution Architect/ Program Manager/Business Consultant and Architecture & Standards Governance Manager.

With ideal blend of experience in Infrastructure Management domain and Managed Services, he continues to be a trusted advisor for Clients World Wide.

To complement his extensive experience, he has earned wide range of certifications that include ITIL V3 Expert, CGEIT, PMP, ISO 20000 Practitioner and ISO/IEC 20000 & 27001 Lead Auditor.

He is a regular blogger and speaker in National & International Forums like itSMF Australia, SITS, itSMF UK, itSMF NZ.

 Suresh is a Co-host of ITSM Global Podcast .He also serves as Board of Director at itSMF India and won the ITSM contributor award from itSMF Singapore.

ITSM, IT Governance, Project & Program Management, Information Security, Business Continuity Management and ISO Standards ( ISO/IEC 20000, 27001, 22301)


James DiIanni

With over 39 years of experience in the technology industry, James brings deep expertise in technology, training, certification & assessment, and organisation & skills development to BSMimpact.

James is an Accredited SFIA Consultant and has conducted SFIA implementations across North America.
He has published numerous blogs and a white paper on deploying IT skills frameworks. His recent focus has been on Business Transformation and Sales Enablement for IT technology outcome-based selling.

James is a Certified Cisco Enterprise IT Business Specialist. He holds a B.A. in Management Information Systems, an M.S. in Information Systems Management, and a M.Ed. in Adult Education and Leadership.

SFIA Accredited Consultan


James Bartlett

As an Accredited SFIA Consultant and experienced Programme Manager, James leads project teams to ensure that engagements deliver the agreed outcomes for our customers.

He has an extensive background as an IT Leader, shaping and delivering IT strategy in response to the needs of blue-chip multinational across the mobile telecommunications, internet, financial services, airline, automotive and technology services sectors.

James specializes in SFIA, technology governance, programme implementation, information security, IT service management, outsourcing, mobile applications, location-based services and mobile payments. He is a strong advocate of using technology to deliver value through managing IT as a business, and a specialist in the management of change to organisations of all sizes.

SFIA Accredited Consultan