Service Management is evolving, from frameworks and governance to human experience, allyship, and the ethical use of AI.

David Barrow is an ITIL 4 Master and Ambassador, author, and consultant with more than three decades of experience helping organizations make IT feel more human.

Throughout his career, David has focused on co-creating value — not just delivering services. He is passionate about allyship, collaboration, and building service management cultures that people genuinely want to be part of. His work challenges traditional, compliance-driven approaches and instead emphasizes shared ownership, meaningful engagement, and practical application of ITIL 4 principles in real-world environments.

David is the co-author of Allyship Actually – Why It’s We and Not Me, Co-Creating Value in Organizations with ITIL 4, and An Education in Service Management. His most personal work, OH SH!T, I’ve Got Bowel Cancer, reflects his openness about vulnerability, resilience, and the human experiences that shape leadership and perspective.

Whether advising organizations, speaking, or writing, David consistently brings one central belief to his work: service management works best when it works for people.

Connect with David on his LinkedIn https://www.linkedin.com/in/davidbarrowsolsevenstudio/

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HDI Local Chapters is an all volunteer not-for-profit that brings Technical Support professionals together to connect, share and discuss common challenges, and learn from industry innovators and each other --- https://www.hdilocalchapters.org

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Bytes and Banter Podcast Team

Creative Producer/Host: Rocky McGuire - https://www.linkedin.com/in/rockymcguire/

Executive Producer: Terri Oropeza - https://www.linkedin.com/in/toropeza/

Associate Producer: Colleen Rush - https://www.linkedin.com/in/colleen-rush-3603241/

Associate Producer/Alternate Host: Daniel Guinto - https://www.linkedin.com/in/daniel-guinto-7b723630/

Technical Producer: Dustin Canter - https://www.linkedin.com/in/dustincanter/

Podcast Operating System: https://www.PodTechs.com

Post-Production: https://www.PodTechs.com

What does it really mean to grow—beyond titles, certifications, and promotions? In this episode of Bytes and Banter, Rocky sits down with Varun Sharma, Delivery Operations Manager at WBM, to unpack what he calls “the lost art of growth.”

Varun shares how a last‑minute interview opportunity changed his career, why attitude, effort, and accountability are the foundation of self-leadership, and how empowering service desk analysts to own their development led to 90%+ internal satisfaction and stronger customer partnerships. If you lead a team—or want to lead yourself better—this conversation will challenge how you think about growth, trust, and what’s really possible at the service desk.

Keep in touch with Varun on LinkedIn https://www.linkedin.com/in/varunsharma2906/

Varun Sharma is a proven leader at WBM Technologies and a certified HDI Operations Manager with a background in mechanical engineering. His leadership has been central to WBM’s award‑winning HDI journey, including recognition for Best Customer Experience and Best Use of Technology.

As a Maxwell Leadership coach, trainer, and speaker, Varun specializes in personality and communication dynamics, helping teams work cohesively and navigate conflict with clarity and respect. His philosophy of “Learn, Live, and Lead” reflects his commitment to continuous growth and inspiring others to do the same.

In the past year, Varun has expanded his impact globally, speaking to organizations across North America, South America, and Asia. Through international workshops and training sessions, he equips professionals to elevate their teams and their leadership, mirroring the culture of excellence he’s helped build at WBM Technologies.

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HDI Local Chapters is an all volunteer not-for-profit that brings Technical Support professionals together to connect, share and discuss common challenges, and learn from industry innovators and each other --- https://www.hdilocalchapters.org

-----------------------------------------------------------------------------------------------------------------------

Bytes and Banter Podcast Team

Creative Producer/Host: Rocky McGuire - https://www.linkedin.com/in/rockymcguire/

Executive Producer: Terri Oropeza - https://www.linkedin.com/in/toropeza/

Associate Producer: Colleen Rush - https://www.linkedin.com/in/colleen-rush-3603241/

Associate Producer/Alternate Host:

Technical Producer: Dustin Canter - https://www.linkedin.com/in/dustincanter/

Podcast Operating System: https://www.PodTechs.com

Post-Production: https://www.PodTechs.com

In this Bonus Episode of Bytes and Banter, Sarah Caminiti joins us for a real talk about confidence, culture, and what it means to take up space—especially in support roles where people are often measured by metrics, credentials, and impossible expectations.

We dig into why so many talented professionals hesitate to speak up, how fear-based workplaces train people to shrink, and what leaders can do differently to build teams that actually have room to breathe. Sarah shares her unconventional career path (no degree, a résumé that “doesn’t make sense,” and a leadership journey built on grit), along with practical ways to advocate for yourself—especially in interviews.

You’ll also hear a nuanced conversation about remote culture: what we lose when we never meet in person, why assumptions spiral in Slack-heavy environments, and how intentional connection can rebuild trust across teams.

Sarah Caminiti is a retention strategist and support leader known for bringing clarity, honesty, and operational depth to the customer experience world. As the creator of the CX Roundtable, she helps teams rethink how they build, lead, and scale support—grounding every conversation in real data, human behavior, and sustainable growth. Sarah’s work sits at the intersection of leadership, power dynamics, and customer loyalty, making her a sought-after voice for organizations ready to move beyond buzzwords and build systems that actually work.

Follow Sarah Caminiti on LinkedIn — https://www.linkedin.com/in/sarah-caminiti-5827b784/

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HDI Local Chapters is an all volunteer not-for-profit that brings Technical Support professionals together to connect, share and discuss common challenges, and learn from industry innovators and each other --- https://www.hdilocalchapters.org

-----------------------------------------------------------------------------------------------------------------------

Bytes and Banter Podcast Team

Creative Producer/Host: Rocky McGuire - https://www.linkedin.com/in/rockymcguire/

Executive Producer: Terri Oropeza - https://www.linkedin.com/in/toropeza/

Associate Producer: Colleen Rush - https://www.linkedin.com/in/colleen-rush-3603241/

Associate Producer/Alternate Host:

Technical Producer: Dustin Canter - https://www.linkedin.com/in/dustincanter/

Podcast Operating System: https://www.PodTechs.com

Post-Production: https://www.PodTechs.com