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Martin Summerhayes
Head of Digital Transformation Services at MDB Service Consulting Ltd
Oxford, United Kingdom
I love variety, change, challenging the status quo and relish the opportunity to learn. After 30 years, I’m pretty experienced at streamlining processes, scrutinising business models and implementing new services and products.
What excites me in business? That whole process of learning about a product or service by spending days doing training, learning on the job or shadowing others. To understand it fully is to conquer it. I am also good at taking a strategic view and recommending the best (and most profitable) way forward to maximise resources and get results.
What you see is what you get. I am open, honest and engaging, known as a trusted advisor by the people I work with and the teams I have been part of. Given what I do for a living, it won’t surprise you that I am very quick to adapt to change.
The 3 achievements I’m most proud of include:
* Designing, developing and launching the original HP Support Pack business in the UK. When I left HP, it was generating over $3billion of revenue.
* Taking a concept of a Balanced Scorecard and measurement framework and over 3 years, leading global development and launch across HP Services and delivering business insight, scorecards and standard reports to over 2,000 managers. Oh, and saving the business $16million as well as winning the TDWI award in 2005.
* Putting together business plans and go-to-market programmes at Fujitsu to launch Business Consulting and Application Services and a new market offering called Service Integration and Management.
Outside work, I am a Group Scout Leader, leading a team of 20 adult volunteers and 120 young people with a focus on giving them ‘Skills for Life.’ Everything from orienteering to how to light fires and cook three-course meals.
I read a broad range of fiction and non-fiction, listen to music and podcasts, and try to keep fit (even with 3 screws in my left ankle after being run over by a dog!). Connect with me if only to find out more about that particular doggie-event.
Specialities include:
Service Strategy Formulation & Execution, Service Transformation, End-2-End Operations Management, Continuous Service Improvement, Change management, Problem and Process Optimisation, Customer Experience Management, Customer Journey Design, Key Stakeholder Management, People Leadership, Employee Coaching and Development, Agile, Lean ITIL, ITSM, and Six Sigma certified, Budget and P&L management, Service Delivery Management, Problem Solver, Reporting & Analysis, Operational Efficiency, New Sales Support, Product Development, Service Development, SC Clearance
Available For: Advising, Consulting, Influencing, Speaking Travels From: Oxford, United Kingdon Speaking Topics: Digital Transformation, Customer Experience, Service Management
Martin Summerhayes
Points
Academic
5
Author
30
Influencer
46
Speaker
16
Entrepreneur
0
Total
97
Points based upon Thinkers360 patent-pending algorithm.
Media Experience: 20 Years - https://www.fieldservicenews.com/blog/t
Last Media Training: 01/18/2021
Last Media Interview: 06/16/2020
Areas of Expertise
Agile 30.03
Big Data 30.46
Business Strategy 30.69
Change Management 30.52
Customer Experience 31.01
Customer Loyalty 30.37
Design Thinking
Digital Transformation 30.26
Leadership 30.17
Management 31.38
Mental Health 30.12
Health and Wellness 30.24
Future of Work 30.18
Culture 30.34
Analytics 30.21
Retail 30.09
FinTech 30.06
Digital Disruption 30.05
Mobility 30.19
Cloud 30.17
Data Center 30.05
DevOps 30.58
Industry Experience
High Tech & Electronics
Professional Services
Retail
Publications
27 Article/Blogs
Provisioning Hybrid Cloud Services
LinkedIn
June 17, 2021
For 2021, the IT cloud and all things connected to it is expected to grow faster than ever before; Forrester Research predicts that the global public cloud infrastructure market will grow 35% to $120 billion in 2021. With the flexibility of multi-cloud environments, covering private, public, and hybrid clouds; businesses now have the ability to scale up or down their infrastructure needs as required; delivering business critical services at a faster pace, offering ubiquitous, anytime access, and requiring fewer resources to manage.
The biggest challenges businesses currently face is how to migrate legacy applications to the cloud environment while also developing and deploying new applications that tap into the power of new cloud services. At the same time, they have to deal with the current services and IT budget uncertainties from needing to maintain a positive balance sheet.
If you are planning on migrating to or developing new services in the cloud, you need to be aware of - and able to manage - a number of critical service aspects of what we call Hybrid Cloud Provisioning.
Understanding Application DevOps Workflow Orchestration
https://www.linkedin.com/pulse/understanding-application-devops-workflow-martin-summerhayes/
May 20, 2021
Business have high expectations of success in 2021. They want to gain momentum and bounce back with more powerful and effective products and services – many of which will be sold, supported, managed and delivered differently than before the pandemic. This may only be possible through the provision of new IT software solutions.
Companies are turning from a ‘keeping the lights on’ business approach; to asking themselves how they can develop new propositions and solutions for their customers. Market-leading IT advisor Gartner predicts that the IT industry is set to grow by 4% in 2021* (from a decline of -5.8% in 2020), with enterprise software rising the most from -3.6% in 2020 to 7.2% in 2021.
The IT software industry is one of today’s most complex and competitive industries, due to the abundance of software solutions – largely because software tech is now so integrated in every aspect of business. Trying to predict trends can sometimes be like ‘throwing spaghetti at a wall and seeing what sticks’!
5 areas to accelerate your e-commerce digital transformation
https://www.linkedin.com/pulse/5-areas-accelerate-e-commerce-digital-transformation-summerhayes
April 15, 2021
We are well versed in the general consumer model or businesses with a physical presence in the marketplace developing an online presence – effectively moving their offer into a product-based website. Over the last few years, we have seen the further development of marketplace models for more diverse product groups spanning food, health, manufacturing and finance. The mantra of needing to have a website to showcase your products is the norm.
What has not followed through in this product marketplace, across numerous companies, is the accompanying back end operational processes; logistics and supply chain interactions and finance and billing processes to fully automate and leverage these capabilities.
Tags: Change Management, Digital Transformation, Retail
Digitising financial Services
https://www.linkedin.com/pulse/digitising-financial-services-martin-summerhayes/
March 24, 2021
The past year has seen a massive expansion in fintech (financial technology) to support the delivery of financial services to consumers, businesses, communities, social sectors and even parts of government.
The pandemic turned the quiet and slow pace of adopting fintech solutions on its head. From the simplicity of contactless payments, the rise of distanced personal banking, and switching to e-commerce business, we are seeing more rapid changes now than at any time in the history of technology-enabled finance.
Tags: Business Strategy, Digital Transformation, FinTech
Flipping the focus: Digital First
https://www.linkedin.com/pulse/flipping-focus-digital-first-martin-summerhayes/
February 25, 2021
Above all others, one IT-related statistic has stood out over the past 12 months of the global crisis – that of “six years of digital transformation compressed into six months.”
When Covid-19 hit, many organisations were forced to move much of their business ‘online’ to survive – it became the only way to continue to sell their services/products.
Few companies had already defined, agreed and planned for a Digital Transformation of their business models. Fewer still had plans that were ready to roll or were in progress. Most looked to their IT teams to act quickly so that customers could continue to be served, without considering an entire digital transformation programme.
Tags: Business Strategy, Digital Disruption, Digital Transformation
Will your organisation benefit from the new ways of working that defined 2020?
https://www.linkedin.com/pulse/your-organisation-benefit-from-new-ways-working-2020-summerhayes/
January 14, 2021
2020 - not a year we’ll easily forget. It was touch and go with the post-Brexit trade deal for a few weeks but with an agreement now in place, UK businesses are starting to visualise how processes will change – in terms of the impact on export and import, hiring, providing services and exchanging data.
We’ve weathered the political storm but how about the pandemic? Let us all hope it is a short term lockdown here in the UK, as they roll out the vaccines. The UK and the EU will both face the same challenges of post-Covid recovery, one of which will be the further digital transformation of our societies and economies to make life quicker, easier, more productive and less risky. For organisations in every sector, a key goal will be to increase efficiency and flexibility leveraging some of the significant business changes that have occurred.
Tags: Future of Work, Health and Wellness, Mobility
Migrating your IT workloads to the cloud
https://www.linkedin.com/pulse/migrating-your-workloads-cloud-martin-summerhayes/
December 17, 2020
In the current business climate, the need to digitally transform services has never been so critical to future success. This means that many companies are reviewing their current IT spend; what products and solutions are part of their IT portfolio; and how these are adding value to their future digital transformation journey.
For companies that have a legacy Job Scheduling or Workload Automation solution, two key issues are cost and migration. Firstly, the cost of moving to a new solution has been expensive to justify with the associated multi-year licences costs. Secondly, the thought of converting their existing jobs into a new platform would be time-consuming, complex and full of business risk. Hence, even though many companies would significantly benefit from moving to the new generation of Workload Automation solution, they are reluctant to do so.
Workload Automation is more than just File Management
https://www.linkedin.com/pulse/workload-automation-more-than-just-file-management-martin-summerhayes/
December 10, 2020
A decent Workload Automation solution is more than just a file management and transport service. It offers a capability across many different environments, both on-premise and in the cloud as well as adaptability and flexibility to scale to rapidly changing business needs.
In addition, a Workload Automation solution should be able to coordinate processes on different environments, operating systems and application stacks. It eliminates siloed and complex solutions and those requiring lots of manual intervention and programming.
Five key questions that identify the value of Workload Automation
https://www.linkedin.com/pulse/five-key-questions-identify-value-workload-automation-summerhayes/
November 26, 2020
Business managers want IT services that deliver the outcomes that they need consistently, without interruption. Numerous IT organisations have spent time designing solutions, supported by automated systems, processes and interactions, to try to deliver these business goals.
However, when a business process evolves or changes dramatically, for example, when you replace a core component of the IT estate, too often, what you have set up and automated is forgotten.
Here are 5 simple questions, that when answered, will help uncover those automation tasks that are most at risk of change, including those key business processes which are reliant on a service that is “out of sight” and might be “out of mind”.
Workload Automation is so much more than just Job Scheduling
https://www.linkedin.com/pulse/workload-automation-so-much-more-than-just-job-martin-summerhayes/
November 12, 2020
The IT industry has been used to the idea of Job Scheduling for many years. Some of the earliest instances of this were scheduling backups every night at midnight to incrementally back up a database or application data. The success of Job Scheduling relied on well-defined processes, documented and understood by the IT Operations teams. Oh, and testing to make sure that they worked.
While it’s common to hear people use the terms Workload Automation and Job Scheduling interchangeably, the reality is that there are some really important differences between them. Job Scheduling was the child solution to the more modern and grown-up world of Workload Automation.
Tags: Big Data, Digital Transformation, Management
WHAT IS WORKLOAD AUTOMATION
https://www.linkedin.com/pulse/what-workload-automation-martin-summerhayes/
November 04, 2020
Businesses are being challenged exponentially to digitally transform how they operate. The speed of digital adoption has increased fivefold over the past couple of years. Even if an organisation is in the midst of a digital transformation, IT departments are being tasked to deliver more and quicker.
This means that IT needs to successfully develop, deploy, and most importantly, deliver applications that support the digital business imperatives. At the same time, they must continue to support existing applications, operations and business processes to deliver efficiency and reliability.
Tags: Big Data, Digital Transformation, Management
Tackling the “out of sight, out of mind” elephant in your data centre
https://www.linkedin.com/pulse/tackling-out-sight-mind-elephant-your-data-centre-martin-summerhayes/
October 01, 2020
Your IT operations are functioning as expected. The data centre is “humming away” with active management of application workloads, database sizes, system capacities and the like. Sounds like a fairy-tale, and often it is. Many IT Operations rely on back-office automation toolsets that, once put in place, are too often overlooked, potentially ignored and possibly fatally forgotten about.
Tags: Big Data, Data Center, Digital Transformation
WORKLOAD AUTOMATION - REDUCING COSTS THROUGH EFFICIENCY
https://www.linkedin.com/pulse/workload-automation-reducing-costs-through-efficiency-summerhayes/
June 22, 2020
IT has always been a balancing act between keeping the daily, operational needs in play and the evolution of IT services; incrementally moving forward with transition and transformation of the service provision to the business and the user community.
The recent pandemic has driven a massive surge in short term, digital transformation activities, such as video conferencing, softphones, increases in mail and storage capacities, are just some examples. As we turn to the new normal (whatever you might think it is), Businesses and our clients are looking to their futures. What are the immediate, tactical priorities that they are facing – cost management reduction and maintaining the services that were rapidly scaled at the start of the crises are two of the highest priorities?
THE IMPORTANCE OF SERVICE ECOSYSTEMS
https://www.fieldservicenews.com/blog/tag/martin-summerhayes
May 04, 2020
The world of IT Services has evolved on many an occasion, however, right now it needs to prepare for another iteration of the new normal for it to continue to thrive writes Martin Summerhayes...
Tags: Change Management, Customer Experience, Future of Work
TURNING NOVICES INTO EXPERTS
https://www.fieldservicenews.com/blog/tag/martin-summerhayes
May 01, 2020
Development from novice to expert is something we need to go through multiple times in our working career. So, why do organisations still struggle with refining this process and what still needs to be done? Martin Summerhayes writes...
Tags: Customer Experience, Future of Work, Leadership
CURTAINS AND THE CHANGE CURVE
https://www.linkedin.com/pulse/curtains-change-curve-martin-summerhayes/
April 02, 2020
IT has always been a balancing act between keeping the daily, operational needs in play and the evolution of IT services; incrementally moving forward with transition and transformation of the service provision to the business and the user community.
The recent pandemic has driven a massive surge in short term, digital transformation activities, such as video conferencing, softphones, increases in mail and storage capacities, are just some examples. As we turn to the new normal (whatever you might think it is), Businesses and our clients are looking to their futures. What are the immediate, tactical priorities that they are facing – cost management reduction and maintaining the services that were rapidly scaled at the start of the crises are two of the highest priorities?
Tags: Change Management, Future of Work, Health and Wellness
WHY IS LANGUAGE IN SERVICE SO NEGATIVE?
https://www.fieldservicenews.com/blog/tag/martin-summerhayes
January 06, 2020
Regular Field Service News contributor Martin Summerhayes suggests the language used in service is too negative and the sector should re-frame its vocabulary as we go into 2020.
Does work define your life? Or does your life define your work?
https://www.linkedin.com/pulse/does-work-define-your-life-martin-summerhayes/
December 04, 2019
“Make a pact with yourself today to not be defined by your past. Sometimes the greatest thing to come out of all your hard work isn't what you get for it, but what you become for it. Shake things up today! Be You...Be Free...Share.” ― Steve Maraboli, Life, the Truth, and Being Free
This was the core question of a major discussion that took place recently. In fact, it was more of an argument than a discussion, with one side saying “Yes, work does define your life” and the other side saying “No, you decide how you want to live your life”. It elicited a series of debates, that I’d like to share with you.
Tags: Digital Transformation, Future of Work, Management
The Outside-In approach to Customer Success
https://www.linkedin.com/pulse/outside-in-approach-customer-success-martin-summerhayes/
October 03, 2019
“It’s only after you’ve stepped outside your comfort zone that you begin to change, grow, and transform.” ― Roy T. Bennett
Continuing the Customer Experience and Success series, this article talks about how you should consider an “Outside-In approach” to the services and solutions you provide to your customers.
Tags: Business Strategy, Customer Experience, Customer Loyalty
Customer journey framework
https://www.linkedin.com/pulse/customer-journey-framework-martin-summerhayes/
September 13, 2019
“Some things cannot be taught; they must be experienced. You never learn the most valuable lessons in life until you go through your own journey.” ― Roy T. Bennett
Further to the first post in the series, where I introduced Customer Experience & Success; this post is on the; “The Customer Journey”.
What is the Customer Journey impact in the context of business today? Many people think that the customer journey is simple, straightforward and almost intuitive.
Tags: Business Strategy, Customer Experience, Customer Loyalty
Customer Experience is alive and well
https://www.linkedin.com/pulse/customer-experience-alive-well-martin-summerhayes/
July 23, 2019
“Take good care of your customers and they will take care of your business.” ― Biju Paulose
Recent discussions with a Managing Partner of a legal company and a Senior Director of a telecom’s provider were prompted by the question “Is Customer Experience dead?”
No, it is not. It is the most critical aspect of the world we live in today. Let me explain.
Firstly, let’s set something straight. We are all customers, every single one of us. We consume some product, service or event experience. This occurs nearly every day of our lives.
Tags: Business Strategy, Customer Experience, Customer Loyalty
Do you plan Process Improvements or do they Evolve?
https://www.linkedin.com/pulse/do-you-plan-process-improvements-evolve-martin-summerhayes/
July 11, 2019
“The world as we have created it is a process of our thinking. It cannot be changed without changing our thinking.” ― Albert Einstein
Is process improvement an art or a science?
Is it something that evolves over time or do you actively plan your process improvement activities?
It would seem that a number of organisations evolve their process improvement activities by simply reacting to prevailing circumstances. Others target, plan and formulate their process improvement activities.
Tags: Change Management, Digital Transformation, Management
DO YOU HOLD THE KEY?
https://www.fieldservicenews.com/blog/tag/martin-summerhayes
May 14, 2019
In recent years, the sector has moved from a service operation that is a cost-centre, to one that can impact customer service. Service outfits, recognising this shift, are now building in Key Performance Indicators (KPIs) to keep pace with a...
#FSN20 – THE TWENTY MOST INFLUENTIAL PEOPLE IN FIELD SERVICE: PART FOUR
https://www.fieldservicenews.com/blog/tag/martin-summerhayes
December 31, 1969
FEB 19, 2015 • FEATURES • ABERDEEN • ALY PINDER • FSN20 • FUJITSU • FUTURE OF FIELD SERVICE • HILBRAND RUSTEMA • MARTIN SUMMERHAYES • NOVENTUM • BILL POLLOCK • IBM • STEVE DOWNTON • STEVE STREET • STRATEGIES FOR GROWTH
Across December and January we asked our readers to nominate candidates for the inaugural #FSN20, a list of the twenty most influential people in field service. We received nominations from across the globe through social media, email and even a...
Where is the wisdom in the data you have?
https://www.fieldservicenews.com/blog/tag/martin-summerhayes
November 06, 2019
As a sector we are drowning in data. Filtering it all down to something useful is growing more and more difficult. Here, Martin Summerhayes, outlines a strategy that will keep your head above the ones and zeros.
EVENT REVIEW: THE SERVICE COMMUNITY
https://www.fieldservicenews.com/blog/tag/martin-summerhayes
November 06, 2019
Mark Glover sat in on the latest Service Community event where the agenda covered 3D printing, data-driven manufacturing and PAS 280, the beginnings of a British standard for life-cycle engineering services.
Tags: Business Strategy, Customer Experience, Management
HOW TO MAKE CHANGE WORK: START WITH PPTX
https://www.fieldservicenews.com/blog/tag/martin-summerhayes
September 19, 2019
In an industry that moves as rapidly as field service often does, it is important to have a firm grasp on the nuanced skill of change management. However, getting to the heart of what makes change work lies in an all too familiar acronym writes...
MARTIN SUMMERHAYES: A LIFE IN SERVICE
https://www.fieldservicenews.com/blog/tag/martin-summerhayes
February 20, 2019
As a mantra, fixing the customer first and the problem second, has served Martin Summerhayes well in his 30-plus years in service profession. Mark Glover, caught up with Fujitsu’s Head of Delivery Strategy and Service Improvement to discuss what...
FIELD SERVICE NEWS @ SERVICE MANAGEMENT EXPO 2015 – INTERVIEWS DAY 2
https://www.fieldservicenews.com/blog/tag/martin-summerhayes
September 18, 2015
The great and the good of the service management industry came together at this years Service Management Expo held in London's Exel and Field Service News was at the hear of the action hosting the Field Service Solutions Zone.
Tags: Change Management, Customer Experience, Digital Transformation
1 Podcast
"FIELD SERVICE IS AS MUCH AROUND CUSTOMER SERVICE AS IT IS TECHNOLOGY."
https://www.fieldservicenews.com/blog/tag/martin-summerhayes
March 01, 2019
In the latest Field Service Podcast, Fujitsu's Head of Delivery Management and Service, Martin Summerhayes, suggests we should be framing the service industry in a different way to encourage young people to the sector. In this episode, fieldservicenews.com Deputy Editor Mark Glover sits down with Martin Summerhayes, and explains why we need to approach sector in a different way to become an attractive sector for young people to enter. He also recalls his first role in service in the mid-1980s and why employee wellbeing is paramount to delivering great customer service.
Tags: Business Strategy, Future of Work, Leadership
1 Speaking Engagement
PODCAST: Service - A Retrospective
https://www.fieldservicenews.com/blog/tag/martin-summerhayes
September 03, 2019
In the latest Field Service Podcast, Martin Summerhayes ponders service's evolution and plots where we are now and where we are headed. Every aspect of service is going through change: from hardware and software; the way end-users consume services and the workforce, hindered by an ageing workforce, are all areas having an impact on the sector.
PODCAST: SWITCHING SERVICE BACK ON WITH MARTIN SUMMERHAYES
https://www.fieldservicenews.com/blog/tag/martin-summerhayes
May 07, 2020
Service is now moving from 'reaction' to consolidation; where the global lockdown is loosening, and service is turning back on having been left dormant. How should we approach this new phase?
Tags: Customer Experience, Digital Transformation, Leadership
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Provisioning Hybrid Cloud Services
Understanding Application DevOps Workflow Orchestration
5 areas to accelerate your e-commerce digital transformation
Digitising financial Services
Flipping the focus: Digital First
Will your organisation benefit from the new ways of working that defined 2020?
Migrating your IT workloads to the cloud
Workload Automation is more than just File Management
Five key questions that identify the value of Workload Automation
WHAT IS WORKLOAD AUTOMATION
Tackling the “out of sight, out of mind” elephant in your data centre
WORKLOAD AUTOMATION - REDUCING COSTS THROUGH EFFICIENCY
Mental Health: Understanding the change curve we are going through
FIVE P'S TO POST-COVID SERVICE RESILIENCE
THE IMPORTANCE OF SERVICE ECOSYSTEMS
TURNING NOVICES INTO EXPERTS
CURTAINS AND THE CHANGE CURVE
WHY IS LANGUAGE IN SERVICE SO NEGATIVE?
Does work define your life? Or does your life define your work?
Customer journey framework
Customer Experience is alive and well
Do you plan Process Improvements or do they Evolve?
DO YOU HOLD THE KEY?
#FSN20 – THE TWENTY MOST INFLUENTIAL PEOPLE IN FIELD SERVICE: PART FOUR
EVENT REVIEW: THE SERVICE COMMUNITY
WHAT IS THE ROAD AHEAD FOR SERVICES?
HOW TO MAKE CHANGE WORK: START WITH PPTX
MARTIN SUMMERHAYES: A LIFE IN SERVICE
"FIELD SERVICE IS AS MUCH AROUND CUSTOMER SERVICE AS IT IS TECHNOLOGY."
PODCAST: Service - A Retrospective
PODCAST: SWITCHING SERVICE BACK ON WITH MARTIN SUMMERHAYES
