Martyn Jennings

Strategic service management consultant leading the transformation of Haleon’s global Audio-Visual (AV) operations into a structured, policy-led, and process-governed service aligned to ITIL v4 and ISO/IEC 20000 standards. Accountable for defining governance, lifecycle management, and continual improvement across the global AV estate, ensuring stability, compliance, and a consistently high-quality user experience.

Designed and implemented the AV Service Management System (SMS) — a unified governance framework integrating policy, process, standards, and evidence management. Established clear operational controls for service transition, change enablement, incident management, and decommissioning, embedding measurable assurance checkpoints and QA gates across all phases of the AV lifecycle.

Led global lifecycle and refresh programmes spanning 400+ rooms across 50 sites in EMEA, APAC, LATAM, and North America. Partnered with internal IT, Facilities, and Network teams alongside strategic vendors to deliver a harmonised operating model and a globally standardised meeting-room experience built on Cisco and Appspace platforms.

Directed decision-making at portfolio and programme level, balancing cost, risk, and business value to inform strategic refresh, vendor selection, and technology adoption. Guided the transition of AV projects into operational support, introducing a readiness and acceptance framework that reduced service disruption and strengthened audit confidence.

Introduced structured governance reviews, risk controls, and continual improvement metrics that improved operational reliability, reduced incident recurrence by 30%, and enhanced customer satisfaction across all regions.

Recognised for transforming AV from a project-driven discipline into a mature, policy-governed, and strategically aligned global service, embedding traceability, compliance, and data-driven decision-making at the heart of Haleon’s Digital Workplace strategy.

Independent consultant engaged to enhance AstraZeneca’s IT Service Management (ITSM) operations across the EMEA region, focusing on governance, operational excellence, and lifecycle optimisation in line with ITIL v4 and ISO/IEC 20000 standards.

Led the delivery of a critical operational enhancement programme, optimising Incident, Problem, Change, and Transition Management processes. Achieved a 20% reduction in post-project incidents and improved operational efficiency through redesigned workflows and enhanced process ownership. Drove the adoption of ITIL 4 practices and service management maturity assessments, resulting in a 20% increase in process efficiency and a 10% reduction in risk events through structured controls and audit-ready documentation.

Refined the triage model for new service requests, cutting engagement times from 14 days to 5 days and boosting agility across delivery teams. Partnered with audio-visual (AV) vendors to strengthen transition governance, elevate service quality, and deliver a 14% CSAT improvement. Negotiated enhanced supplier agreements incorporating service credits and Mean Time to Repair (MTTR) metrics, mitigating £1.5 million in potential risk exposure.

Managed daily service operations for a 12-member regional team supporting 35 EMEA locations, embedding continual feedback loops that improved quality scores by 20% and reduced resolution times by 15%. Coordinated global alignment with AMER and APAC service leads, establishing standardised processes and shared service models.

Recognised for bridging strategic and operational domains — from board-level governance to front-line delivery. Championed service transition excellence for AV projects, ensuring seamless movement from vendor delivery to Business-as-Usual (BAU) support. Delivered measurable improvements in stability, consistency, and user experience, positioning AstraZeneca’s ITSM function as a model of efficiency and customer-centric service delivery.

Appointed to lead service management and operational assurance for Livestock Information Ltd — a joint venture supporting the UK’s national livestock traceability infrastructure. Accountable for end-to-end service delivery, governance, and continual improvement of mission-critical systems including the Livestock Unique Identification Service (LUIS) and Core Livestock Application (CLA).

Oversee the complete IT Service Management (ITSM) lifecycle aligned to ITIL v4 and ISO/IEC 20000, ensuring stability, compliance, and data integrity across platforms underpinning national traceability. Direct Major Incident Management (MiM) and post-incident review frameworks, reducing downtime and strengthening stakeholder confidence among government partners such as DEFRA and RPA.

Drive process optimisation across Incident, Problem, and Change Management, embedding risk-based controls and introducing improved triage and escalation procedures that shorten resolution times and enhance SLA performance. Implement continual service improvement cycles informed by data analytics and stakeholder feedback to reinforce operational resilience.

Coordinate directly with internal leadership, delivery partners, and third-party suppliers (including Capgemini and TCS) to ensure adherence to contractual standards, performance metrics, and transition readiness. Champion cross-functional communication, transparency, and governance throughout incident bridges and service review forums.

Strengthen compliance and data governance, safeguarding data flows between integrated systems such as UK View and Power BI analytics platforms. Recognised for establishing a culture of accountability and customer focus, ensuring LI’s digital operations deliver traceable, secure, and audit-ready services that underpin the UK’s livestock data ecosystem.