Perspectives
Notes from the field.
Short pieces from 23 years in IT service delivery: Turning troubled engagements around, leading teams, serving clients, contracts and AI. Each one was first shared on LinkedIn, where the discussion continues.
Latest writing
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Serving clients
Speak the client's business
Priority 1 incident resolved in 3 hours 40 minutes. I have read that sentence, or one like it, in more service reports than I can count. It is accurate.
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Leading people
The people a firm can't afford to lose
Every IT services firm has three to five people it quietly depends on. The engineer who knows the oldest client's environment by heart. The delivery lead the biggest account calls first.
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Turnarounds
The first two weeks on a Red account
When an engagement is rated Red, the instinct is to produce a recovery plan in the first week. In my experience, the first two weeks are better spent listening and stabilizing.
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Turnarounds
Five lessons from recovering a $700M+ engagement
Most troubled IT engagements aren't lost on technology. They're lost on trust.