Short Case
Typically the IT Service Delivery team are the “unsung heroes” as often they gdt no credit yet take all the blame once things go awry. This fact can often lead to Service Delivery Staff feeling despondent and more often than not, feel as if they are not part of an important larger effort.
Given these above realities it is important to have strong leadership and guidance as if not, the following issues most times occur;
1. Spiraling and unmanaged help desk queues
2. Non productive staff
3. Disjoint from the Larger IT Divisional effort
4. High Absenteeism
I have recently been given the task of leading an IT Service Delivery team exhibiting the above symptoms. I made a decision to chronicle my efforts here weekly (4 part), in the hope that it assists others who may have similar experiences.
Week 1 – Devise and Execute Restructure plan
When I was given the task by the IT Division head, the issues we (The IT Management Committee) had with the service delivery were already well documented . I quickly devised a s short term plan aimed at quick a quick turnaround of the team (Plan 3 – 4 months )
The Plan was as follows;
1. Formalizing Routine Tasks
2. Automate Mundane Tasks
3. Engage in Value added projects
As a short period of turnaround was envisioned, it helped that my Senior Manager approved my intended course of action and allowed me to proceed.
At my initial meeting with the team of 6, the tone was set, and the objectives given to me by Management was articulated clearly to them. From then on first week of my appointment was tasked with formalizing the routine tasks.
By formalizing the routine tasks, my plan was to develop a list of Daily, Weekly, and monthly tasks that are to be performed by this team. These were the thingd that will be done outside of regular incident handling. The aim here was to establish accountability among team members, and to get members into a routine in keeping with how the rest of the division operates.
So at eh end of Week 1, these were the achievements;
1. Creation of a Recurring task list for Daily, Weekly and monthly Tasks
2. 40% Reduction of open cases
3. Establishment of Weekly Team Briefings
Again, it is my hope that this information finds interest with someone in this very qualifies Technology forum. I am very open to suggestions and invite any question/comments as I strive to achieving excellence in my team.