Listen to our guest Sally and you hear passion, commitment, focus, enthusiasm and a real understanding of what is needed to make service management successful. Sally was already a successful service management practitioner before she joined NHS digital – the IT and digital part of the UK NHS organisation. We discuss some eye-watering stats and the scale of change, particularly with Covid over the last 2 years, moving from 500K users to 60 million…!! We hear some great advice for modern/digital service management – the need for flexibility, recognition of people and of course the need for a clear sense of shared purpose. We need to know not only what we are expected to do but also why and this builds commitment and purpose – i.e. the passion!!. This must be our most motivational episode to date – play it to your team and stand back…!!!