Across UK Local Government and the NHS, IT and Digital leaders are navigating one of the most structurally volatile periods in recent history. Unitary reforms. Trust mergers. ICB boundary changes. Shared services expansion. Efficiency mandates through 2028–29. AI acceleration. Seismic shifts in workforce service expectations.
The transformation agenda is accelerating. But service management capability — the operational foundation beneath that transformation — is not evolving at the same pace.
Between 2026 and 2028, the success of digital transformation in UK public services will depend less on new systems — and more on whether operational service management evolves fast enough to absorb structural change.
The question for leaders is not: “Are we transforming?”, The real question is: “Is our service management capability built for the world we are entering — or the one we are leaving?”
Join Hornbill for an engaging keynote session which pulls on the latest industry data to explore the key headwinds faced by IT leaders, the best of this year’s international agentic research and practical examples and tactics you can adopt to successfully navigate and deliver true service transformation.
Hornbill’s Chief Marketing and Revenue Officer, Dr Nigel Martin has commissioned more than 20 international research projects across the field of enterprise service management identifying the challenges and latest innovations in the market today. ITIL trained Nigel is a recognized expert in customer experience, service management and strategy. He is a winner of the Global Information Award and International Judge of the B2B Marketing Awards. Nigel joined team Hornbill from his role as Global Marketing Director of NCR.
Nigel Martin
CMRO, Hornbill
