Mark does not deliver the kind of talks that leave audiences with a checklist and a warm feeling. He delivers the kind that make audiences question whether the checklist was ever the right thing to build. Four talks, four chapters of one thesis — the Human Operating Model — drawn from inside the daily work of running a £550M services organisation.
Sixty-four per cent of UK organisations say they are using AI. Only twenty-four per cent have reached anything close to mature adoption. The gap is not a technology gap. It is an organisational design gap. Most operating models were never built to absorb intelligence — and no amount of platform spend will fix that.
Gucci is making smart glasses with Google. Meta is selling AI Ray-Bans for $499. Within eighteen months a meaningful chunk of the workforce will be wearing cameras, microphones and AI assistants on their faces.
ITSM has become brilliantly organised at describing yesterday. We mistake legibility to ourselves for value to our customers. Comfort bureaucracy for governance. Defensible work for distinctive work.
Take any service catalogue. Remove every acronym, every internal code, every framework reference. Show it to a customer. Ask them what they are buying. If they cannot tell you, you have not built a catalogue — you have built a glossary for insiders.
As masterful as ever. He owned that stage. Not just the brilliant material, but a genuine public speaking masterclass.
Audience reaction · SITS 26, main stageBy far the best speaker we saw — very relevant and inspirational.
Audience reaction · SDI Spark 26By far the most engaging and thought-provoking talk I watched across both days of the conference.
Audience reaction · SDI Spark 26Mark challenges the traditional model of IT support. The future of great service isn't just about better tools, it's about creating better experiences for customers and colleagues alike.
Simon Edwards · NEXTCIO 2025 Award Winner40 to 50 minutes, main stage. Designed to open or close a conference, challenge assumptions, and give the audience something to argue about over coffee.
30 minutes, adapted for smaller rooms and more focused audiences. Strong with leadership cohorts and senior practitioner groups.
Available for moderated panels and conversational fireside chats on AI, service management, leadership, design thinking and operational excellence.
Half-day or full-day sessions on design thinking in service management, service blueprinting, or leadership development.
UK-based. Available nationally and internationally. All talks customise to specific audiences, industries and themes.
Screen, clicker, lapel or headset mic preferred. No podium. Mark works from structured narrative and live interaction, not slide-by-slide lecture.
A single page to forward to your committee — and a full press & speaker kit with bios at three lengths, photography and fast facts.
Get in touch to discuss topics, formats and availability. Mark typically responds within 48 hours.
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