Michael Kyffin, Head Of Consultancy Services, SDI

Kylie Lindsay, Head of Training & Development, SDI

Dr. Mauricio Corona, ph.D

Specialist Service Desk Trainer

Kylie is an IT service Management trainer with over 15 years’ service desk experience including 8 years of operational management. She has a passion in people management and development with a level 5 Certification in Leadership and Management from the Institute of Leadership and Management (ILM).

Kylie is a key contributor to SDI’s Professional Standards for Service Desk Analysts and Managers. She is an advocate for utilising continual improvement to develop and deliver customer orientated products and services.

Kylie works with internal teams and external stakeholders to support bespoke training solutions, contribute to strategic projects, and drive continual improvement across all areas of training and development. She also represents SDI at industry events and conferences, sharing insights and promoting best practice in IT service management.

Career and Expertise

Kylie Lindsay is Head of Training and Development at Service Desk Institute (SDI), where she leads the design and global delivery of innovative training and certification programmes within the IT service management industry. With over 16 years’ experience spanning service operations, Agile delivery, and leadership, she brings a strong blend of practical expertise and a passion for developing people.

In her current role, Kylie focuses on enabling individuals and organisations to thrive through engaging, high-impact learning experiences. Her work supports professionals in building capability, growing in confidence, and applying best practice to drive service excellence. She also plays a key role in shaping industry standards, having led the development of the V9 Service Desk Analyst (SDA) and Service Desk Manager (SDM) professional frameworks in partnership with PeopleCert.

Prior to SDI, Kylie held a range of leadership roles at Allstate Northern Ireland, where she led high-performing teams and championed Continual Improvement. She is passionate about creating learning that inspires growth, drives performance, and delivers lasting impact.