NOT JUST A CONFERENCE. A COMMUNITY.

18 - 21 May 2026 | Estoril Congress Center, Estoril, Portugal

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Maria Rejowicz-Quaid

Director, Service Management and GBS Customer Experience Smith+Nephew

Maria Rejowicz Quaid is Director of Service Management and GBS Customer Experience at Smith+Nephew. She leads the development of key service management, CX and UX capabilities, focusing on governance, performance optimisation, and digital transformation to improve employee and customer journeys. With a career spanning consulting, startups, and large-scale enterprise environments, Maria has a strong background in leading cross-functional initiatives, translating customer insights into impactful, business-driven solutions.

Conference Day Two: May 20th, 2026

12:00 PM BEYOND TECHNOLOGY: HOW SERVICE MANAGEMENT IS ENABLING GBS STRATEGY - A SMITH & NEPHEW CASE STUDY

Is service management still just a ticketing system for your organisation? Smith & Nephew's Global Business Services leadership is challenging this limiting view, positioning service management as a strategic core of their operating model. By expanding their team's skillsets beyond technical expertise, they are reimagining how service management can become a powerful strategic capability. Join Pascal to hear how they are embedding service management as a central GBS management system:

• Understand how to transition service management from a transactional model to a strategic management system

• Map out the full services scope to ensure that they are aligned with business objectives

• Learn strategies for building a service management team that goes beyond technical skills

• Discover how to use service management to redefine KPIs and therefore drive organisational transparency and customer experience

Check out the incredible speaker line-up to see who will be joining Maria.

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