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+64 (0)4 488 7481Meet Sam Brown, Alemba’s Best SysAdmin 2026
More than three decades at Dudley Council, from the reception desk to IT service management leadership. We sat down with our 2026 winner to talk CMDB governance, training, ITIL and the future of AI in local government.
Sam Brown
Incident & Problem Manager, Dudley Metropolitan Borough Council
- Sam Brown, Incident & Problem Manager at Dudley Metropolitan Borough Council, is the winner of the Alemba Best SysAdmin 2026 Award.
- She has spent over 30 years at the council, progressing from receptionist to IT service management leadership.
- Her work spans CMDB governance, training teams on Alemba Service Manager, and championing ITIL best practice.
- She sees AI and automation as a major opportunity for local government to do more with less, applied thoughtfully and with strong governance.
Every year we ask our customers to nominate the System Administrators who go above and beyond, and every year they remind us how much brilliant work happens behind the scenes. This year’s winner of the Alemba Best SysAdmin 2026 Award is Sam Brown, Incident & Problem Manager at Dudley Metropolitan Borough Council, nominated by a colleague for her expert governance of the CMDB, her role as the go-to trainer for Alemba Service Manager and her unwavering commitment to best practice. We caught up with Sam to talk about her career, the work she is proudest of, and where she sees local government IT heading.
Congratulations on winning the Alemba Best SysAdmin 2026 Award! For anyone who hasn’t met you, could you tell us about your role as Incident & Problem Manager at Dudley MBC and what a typical day looks like?
Thank you! I’m responsible for helping ensure our IT services are reliable and support the needs of our staff and residents. My role includes incident management, problem management, continual service improvement and governance of our Configuration Management Database (CMDB). No two days are ever the same. I might be assisting one of our service teams investigating the root cause of a recurring issue, reviewing major incidents or supporting teams with service requests. I’m always looking for ways to improve processes. A big part of my role is working with different teams across the organisation to make sure our services are managed consistently and effectively.
You’ve spent over 30 years at Dudley Council, starting on reception and working your way through admin and desktop support into IT Service Management. What has that journey been like, and how does that breadth of experience shape the way you approach your work today?
It’s been a fascinating journey and one I’m incredibly proud of. Starting as a Receptionist gave me a strong appreciation for customer service and the importance of understanding people’s needs. From there, I moved into financial administration, desktop support and eventually IT Service Management. Having worked in a variety of roles means I understand the challenges faced by both frontline users and technical teams. It helps me see the bigger picture and appreciate how decisions affect different parts of the organisation. I think that’s made me a better communicator and collaborator, because I can often bridge the gap between technical requirements and business needs.
“This award feels as much a reflection of those relationships and shared achievements as it does of my individual contribution.”
Your nomination singled out your governance of the CMDB, describing it as the backbone of effective IT service management. Why does getting the CMDB right matter so much, and how do you keep it accurate and reliable?
The CMDB is fundamental to effective service management because it provides a trusted view of the services, systems and assets that support the organisation. When issues occur, having accurate configuration data allows teams to understand dependencies, assess impact and resolve incidents more quickly. Keeping the CMDB accurate requires discipline, governance and continuous engagement with teams. I work closely with colleagues to ensure configuration items are reviewed and maintained as part of everyday processes rather than treated as a separate task. Regular audits, validation activities and embedding CMDB updates into change management all help ensure the information remains reliable and useful to our organisation.
You’re the go-to trainer for Alemba Service Manager and have built custom universal services for different teams. What’s your approach to building confidence in the system, and is there a piece of work you’re especially proud of?
My approach to training is to make the system relevant and approachable. People are more likely to embrace a tool when they understand how it helps them do their job more effectively. I focus on practical examples, encourage questions and try to give people the confidence to explore the system for themselves. By understanding how teams work and designing searches, forms and workflows around their needs, we’ve been able to improve consistency, streamline processes and provide a better, more tailored experience for users. Seeing teams adopt those services successfully is always rewarding.
You’re ITIL 4 certified and were described as a “confident and constructive challenger” who champions best practice. How do you balance pushing for higher standards with keeping colleagues on side?
I believe successful service management is about collaboration rather than enforcement. It’s important to challenge processes when improvements can be made, but it’s equally important to listen, understand different perspectives and recognise the pressures people are under. When proposing changes, I try to focus on the benefits for both the organisation and the individuals involved. If people understand the reason behind a change and can see the value it brings, they’re much more likely to support it. Being constructive, respectful and willing to learn from others helps build trust and credibility.
Local government IT comes with its own pressures, from tight budgets to rising demand for digital services. Where do you see the biggest opportunities for ASM, and technologies like AI and automation, to help the council do more with less?
Local government is under an enormous amount of financial pressure and we are constantly being asked to deliver more with limited resources, so efficiency is crucial. ASM already provides a strong platform for standardising processes, improving visibility and reducing manual effort. Looking ahead, I think AI and automation offer significant opportunities, particularly in areas such as request fulfilment, knowledge management, incident categorisation and self-service. By automating routine and repetitive tasks, teams can spend more time focusing on complex issues and service improvement. The key is to implement these technologies thoughtfully, ensuring they enhance the user experience while maintaining strong governance and accountability.
Finally, what does this recognition mean to you, personally and professionally, especially after more than three decades of service?
Receiving this recognition is both humbling and rewarding. Having spent over 30 years at Dudley Council, I’ve had the opportunity to work with many talented and dedicated colleagues who have supported me throughout my career. This award feels as much a reflection of those relationships and shared achievements as it does of my individual contribution. Professionally, it’s wonderful to know that the work I’ve done to improve service management, support colleagues and develop processes has made a positive impact. Personally, it’s a reminder that continuous learning, perseverance and a commitment to helping others really do make a difference. I’m incredibly grateful for the recognition and excited to continue contributing to the council’s ongoing transformation and future success.