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#MPOWERED17 will host a number of great inspirational and technical speakers with in-depth knowledge of the ITSM industry and Marval’s technology.



Greg Pritchett, Managing Director

Greg Pritchett is Marval’s co-founder and managing director. A positive disruptor and challenger, he is the initiator of the company’s recent cultural and operational metamorphosis. Greg has stated that Service Management “is built upon the theory that Processes are enablers for People and Businesses embarking on their journey to Digital Transformation”; a principle he has successfully applied to Marval too.

Responsible for delivering upon Marval’s mission and strategy for growth and sustainability, Greg is a highly regarded manager by his team and business associates, and a visionary leader.


Dr. Don Page, ITSM Strategic Director

As Strategic Director of Service Management at Marval, Dr. Don Page, also known as “The Godfather of ITIL”, has been responsible for the design and implementation of some of Europe’s largest Service and Support operations.

His straight talking, pragmatic and innovative approach, backed by over 25 years’ practical experience in Service Management as a thought leader and practitioner, has made him a world-renowned and respected industry figure. “Technology is just 20% of the customer experience. In Service Management, People always come first, then Process and Technology”, Don has been evangelizing. Don is the co-author of several major service management publications.


Richard West, Service Desk Manager

Bringing a remarkable industry experience in Service Delivery from the highly competitive Retail sector, Richard West joined Marval in 2006. His contribution to enriching the company’s Service Desk culture and homogeneity has been catalytic.

Richard is responsible for Marval’s Global Service Desk and its ISO 20000 certification, also managing customer accounts for most UK customers. His main focus is on getting the best out of his team and delivering service that exceeds the customers’ expectations. By employing his exceptional managerial skills, Richard has managed to instil the company’s customer-centric culture across the Service Desk, bringing customer retention into spotlight.


Jess Hill, Application Support Analyst

A passionate advocate for Diversity in Technology, Jess Hill is an inspirational role model for young women who consider a career in IT. With knowledge in a wide area of fields and hands-on experience in Customer Service and the IT industry for more than 10 years, she has been working on Marval’s Global Service Desk since 2015. Jess has been involved in business development activities (events, demos) as well as implementation projects, such as integrations using Action Messaging and Mail Import functionalities to provide two-way communication to other ITSM solutions.

She is an active member of the Project Phoenix team, working on product transformational enhancements.



Paul Smith, Service Management Consultant

Originally a frustrated but talented chef, Paul has worked in the IT industry since 1997, where he has been involved in a broad range of projects (e-commerce, CRM, ITSM implementation, etc.) supporting a number of sectors, from Manufacturing, Retail, Leisure, IT Outsourcing to Enterprise Software. Paul has a thorough understanding of both the Service Management market and Marval’s technology. In his current role, he has been sharing his expertise with hundreds of customers in various stages of MSM implementation, which has helped him understand the world through their eyes and develop a good insight in the real business environment and its evolving needs.

Paul has attended the following courses:

  • ITIL Foundation V2
  • ITIL Foundation V3
  • ITIL Intermediate - Service Strategy
  • ITIL Intermediate - Service Design
  • ITIL Intermediate - Service Transition



Chris Brown, Product Trainer

A seasoned teacher with many years’ experience in pedagogical techniques and approaches, Chris Brown joined Marval in early 2017 as a Product Trainer for both customers and internal audiences. He has an excellent understanding of Marval MSM and its recent updates, and great faith in the system’s ability to bring increased efficiency and quality in Service Management.

He is the owner of the training system and training documentation, as well as Marval’s point-of-contact for Xtraction reporting.

Chris is a passionate lover of music and a guitar player.



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