ENTERPRISE DIGITAL – THE PODCAST REVISITED…
Continuing our series of reviews of our previous podcasts, highlighting the nuggets of brilliant advice and information they contain.
This week’s focus is on Val Wilson’s episode, looking at authentic leadership, and what that means to globally diverse teams.
Who is Val Wilson
Val has worked in British Telecom for 22 years, with the last nine years more specialised in the ITSM world. She is the Head of Operations and Control for the enterprise side of the Managed Service Business. Typically, her customers are critical national infrastructure (for example hospitals).
She is also a board member of the itSMF: “I took a conscious decision to try and broaden my horizons a lot more in the industry and try and get a lot more involved and I have to say I’ve really enjoyed doing that in parallel with my day job.”
People, Process, Tools
It is always nice to return to one of the mainstays of providing service management support – the triumvirate of ‘People, Process and Tools’ but it remains at the core of what BT try and do, when managing several service desks, large numbers of people and critical customers you support.
Val says: “Have a combined vision across the piece so everyone understands what they are there to do, and make sure that it is clear for everyone. People, Process and Tools, each are so important especially when running a large organisation.”
She explained that having done a lot of different roles for the same organisation, this was the first time where it is a combined service desk and all the other ITIL practices.
“Trying to get those two areas understanding each other and working in a much more cohesive way I think has been something we’ve really managed to move forward on.”
“One leader and the same seniors around the table – has really helped in everything we have done”
Centres of Excellence
Another aspect has been the creation of Centres of Excellence, especially post-pandemic, where teams have had to understand how to work in a hybrid way.
Val explains: “A combined vision helps but we have Centres of Excellence.
“We all work in a hybrid way, so have first, second and third line and all your ITIL disciplines all working in the same area.
“We have different hubs, global reach and not everyone is right beside you. That collaboration is so important, know who those people are and have relationships with those people.”
Making it stick
Come on, who doesn’t like an acronym? And when it comes to finding ways to distribute a vision, especially to teams, then they come in handy to encourage a combined vision.
Val says: “I try and make them easy to remember – Simple and straight forward. Generic but specific
“Everyone in the organisation can find something that relates to them.”
In a world post Covid where hybrid working is the norm, this is equally important.
‘We have teams coming in together, and we try and make it so they come in together, collaborating, seeing the visuals.”
The perfect leader
There are key factors that Val looks for in potential leaders.
“Nothing stays still and if you can’t react to change well, you’re going to struggle in any job that you do in Service Management.
“If you are coming in as a leader, add into that authenticity – be able to connect with individuals and build relationships very quickly at any level of the organisation. Also being visible in terms of all hands call, post on social media, having that visibility people still know who you are as a person, and what you’re doing – Going out and visiting every so often out on sites.”
A former military reservist, Val also has a passion for helping ex-members of the military to find positions after they leave the service – and recognises that there is much synergy between the two.
“Part of the issue is that when you are in the military you don’t have to do an interview because you progress from your annual report and appraisal. To come out after 10 or 20 years and to have to go and do a corporate interview – typically they struggle with that.
They struggle with demilitarise their CVs and put them into civilian language. With a little help, coaching and support, it is amazing how you can transform an interview and a CV.”
And why do former members of the military do so well?
“They are always prepared for anything and are trained within an inch of their lives. In live operations it is just instinctive, and they just do it. Sometimes in service management we sacrifice the training and having that emphasis on training is really important.
“Communication, leadership and teamwork – very rare that you wouldn’t meet anyone from the military that did not have any of those things. More and more, reliance on UK based projects security clearance – can save 9 or 12 months.”
Key Takeaways
People, Process, Tools – Have a combined vision across the piece so everyone understands what they are there to do.
Centres of Excellence – collaboration is so important, know who those people are and have relationships with those people.
The perfect leader – Nothing stays still and if you can’t react to change well, you’re going to struggle in any job that you do in Service Management.
Listen to Val on the Enterprise Digital Podcast
Connect with Val on Linked In.
The Enterprise Digital Podcast is a regular discussion on all matters related to Enterprise Service Management and Digital Transformation. The hosts are Barclay Rae and Ian Aitchison, who share and discuss their thoughts on the converging worlds of technology, service management, people and management, business and corporate development, governance, automation and more… Regular guests will be invited to try and get a word in…
Listen to the podcasts on Apple Podcasts, Spotify and Google Podcasts.
