Habits of a successful service desk leader, David Wright SDI
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Habits of a successful service desk leader, David Wright SDI
- 1. www.servicedeskinstitute.com Habits of a Successful Service Desk Manager David Wright – April 2014 Surprise | Delight | Inspire
- 2. www.servicedeskinstitute.com Surprise | Delight | Inspire Introduction David Wright, Service Desk Institute Director of Professional Services Inspire and Deliver @dai_wright
- 3. www.servicedeskinstitute.com Surprise | Delight | Inspire Before we start This is not new…… Confirm, Acknowledge, Maintain, Reassert, Convey, Demon strate, Certify… Spur, Inspire, Fortify, Restore, Galvanize, Rally, Revisit , Vouch… Stimulate, Replenish, Enliven, Revitalise, Animate, Invigorate, Quicken… Reaffirm, Advocate, Convey, Exhilarate, Re-establish…
- 4. www.servicedeskinstitute.com Surprise | Delight | Inspire Leadership defined What is Leadership? “Leadership is hard because people and machines are flawed” ”One of the greatest things in my career is knowing that I have helped to positively change people's thoughts." ”You are an example to people, whether you want to be or not. You set an example for future generations to follow." “Delegate to the lowest level possible. Create a sense of ownership, and great things can happen.”
- 5. www.servicedeskinstitute.com Surprise | Delight | Inspire Leadership defined What is Leadership? “Leadership is the the art of influencing human behavior to accomplish a mission in a manner desired by the leader.” @Cmdr_Hadfield #Outcomes #Hadfield #Pink14 1.7M followers
- 6. www.servicedeskinstitute.com Surprise | Delight | Inspire Leadership defined 1948: “The art of influencing human behaviour through the ability to directly influence people and direct them toward a specific goal” 1958: “The art of influencing and directing men in such a way as to obtain their willing obedience, confidence, respect, and loyal cooperation in order to accomplish the mission.”1973: ”The process of influencing men in such a manner as to accomplish the mission.” 1986: “The process by which an individual determines direction and influences others to accomplish the mission of the organisation." 1990: “The process of influencing others to accomplish the mission by providing purpose, direction, and motivation.” 1992: “The process of influencing others to perform a task through providing purpose, direction and motivation.” 1993: “The process of influencing others to accomplish the mission by providing purpose, direction, and motivation.” 2030: “The artistry of influencing the behaviours of all forms of consciousness, to accomplish an assignment in a manner desired by the leader, where the task does not contravene the purpose of the conscious form.
- 7. www.servicedeskinstitute.com Surprise | Delight | Inspire Manager to Leader…. The manager relies on control; the leader inspires trust. . A manager focuses on systems and structure; the leader focuses on people A manager maintains; the leader develops The manager has a short-range view; the leader has a long-range perspective. . . The manager asks how and when; the leader asks what and why. . . The manager has his or her eye on the bottom line; the leader’s eye is on the horizon. . The manager accepts the status quo; the leader challenges it. The manager imitates; the leader originates. The manager does things right; the leader does the right thing. Leadership defined
- 8. www.servicedeskinstitute.com Surprise | Delight | Inspire Fulfilment of human needs Maslow’s Hierarchy of Needs…. Psychological health predicated on fulfilling innate human needs in priority, culminating in self-actualization Abraham Harold #Maslow (1908 – 1970) Psychologist Theory expressed in 1954 book Motivation and Personality
- 9. www.servicedeskinstitute.com Surprise | Delight | Inspire The needs of the led Service Desk hierarchy of Needs….
- 10. www.servicedeskinstitute.com Surprise | Delight | Inspire Leadership now What makes a great leader in the 21st Century… Traditional is dead…. Where are you looking to anticipate change? What is the diversity measure of your network?. Are you courageous enough to abandon the past?
- 11. www.servicedeskinstitute.com Surprise | Delight | Inspire Your personal value set Defining you….. Your Values, business and personal, compliment and support. Compliment strategy, prime drivers, vision, values, propositions, mission, strap line or dreams. What is your personal value set?
- 12. www.servicedeskinstitute.com Surprise | Delight | Inspire The Service Desk Leader Share the experience, its all about the human stuff…... Define yourself and create…. Create emotional connections between people, process and technology…... Communicate, Collaborate, Connect…... Encourage the right behaviours..….Be passionate and believe…... Explore without limits, embrace the impossible, practice curiosity, focus on why…... Do and dream at the same time…... Create diverse teams and networks…... Build collaborative, engaged environments and cultures…... Build trust, advocacy and motivation…...
- 13. www.servicedeskinstitute.com Surprise | Delight | Inspire Summary Impossible is just someone else's opinion…. The person who says it cannot be done, should not interrupt the person who is doing it. #breakdownbarriers #daretobedifferent
- 14. www.servicedeskinstitute.com Surprise | Delight | Inspire Thank You! 21 High Street Green Street Green Orpington Kent BR6 6BG 01689 889100 hello@sdi-e.com @sdi_institute Q&A
Editor's Notes
- History – 1 minRecently joined the SDI from a global Managed Service Provider who are 5th largest independent information technology and business process services firms in the world.20 years in BPO and ITO including most recently, managing operations for a 230 FTE Service Desk with 180 clientsIn my last role, I’m extremely proud to part of the Team who achieved the first 5 Star Service Desk Certification, an amazing achievement by some amazing people. I’m passionate about the Service Desk and the delivery of service excellenceInspire and deliver, we’ll come on to that a little later
- Slide 3 - 2 minsThis isn't new, this stuff has been around forever, in fact I was looking for great leadership quotes for the presentation and stumbled across one from the 6th president of the united states, John Quincy Adams who was born 250 years ago which could have been written yesterday. Another by an ancient Chinese philosopher and the father of Toasim, Loa Tzu, who was born 2 and a half thousand years ago, which is beautifully simple and incredibly profoundSo not new maybe but this is an opportunity to reassert, revisit, revitalise, reaffirm to stimulate, exhilarate and to celebrate what we doSo manager and leader, what's it all about, what are the differences, are there any differences?Could I get a quick show of hands please:How many managers have we got in the room?How many leaders have we got in the room?Have we got any people in the room that play a musical instrument?
- Slide 4 – 3 minsI had the honour of watching and listening to an Astronaut a few weeks ago in a conferenceHe talked about his experiences. What he’d learnt. He helped build The Mir Space station, he docked vehicles in space, he talked passionately about what it meant to be human and what its like to watch the earth from the solitude of space.He talked about visualising failure, creating teams to work out how to fix things because its pretty tough to fix things you don’t expect to break in space..He talked about what if feels like to wake up one morning and know that today, you are going to leave the Earth. And how you prepared for that.He talked about how he came to sing Space Oddity in space, how his son who was managing his social media encouraged him to do it and the logistics of getting past copyright and gain David Bowies agreement. He talked about making the video in space and how it went viralHe even performed Space Oddity with his guitar, Bowie said it was the best cover of the song he’d ever heardIncredible experience, awe inspiring He also talked about leadership and what it meant to him, listen to this stuff and think how it might related to you:One of the greatest things in my career is knowing that I have helped to positively change people's thoughtsHow often does a service desk leader influence,persuade and create trust Delegate to the lowest level possible. Create a sense of ownership, and great things can happen.Create a sense of ownership, accountability, connectionLeadership is hard because people and machines are flawedMitigating human errorYou are an example to people, whether you want to be or not. You set an example for future generations to followService Desk environment how important is that? The legacy that leaders create to make the next generations life just that little easier
- Slide 5 – 5 minsHe also defined leadership in this statementBit military, that got me thinking so I explored a bit
- Slide 6 – 5 minsSo here’s some of the changes in the Military definition of Leadership.Notice 1948, not long after the 2nd world war, similar to the current definition. Use if art, influence, behaviour and goalBy 1958, human had changed to men! The words directing, obtain their willing, obedience, confidence, respect, loyal, mission. A couple years after the McCarthy era, you can feel it cant you?1973 the art of influencing has turned I to the process of influencing, still men1986 we see individual introduced, that’s almost 30 years to move from men to individual! We also see organisation motioned1990 we see the introduction of others over individual and addition of purpose, direction and motivation1992 mission turns to task1993 mission is back over taskCurrently as we’ve seen, we’re back to 1948, leadership is an art again (I like the word art, its creative). Its taken some 50 or 60 years, but its back. Is this because you practice and art, the more you practice the better you get? Does this mean some people are born to lead with the skill as we see in other child protégés are gifted leaders born that way?What about the future? This is a bit out there bit bear with me, Ray Kurswel, Google’s Director of Engineering, predicts machines will be cleverer than humans by 2029. They predict humanity and machines will converge by by 2029, a point in time prophesied as The Singilarity, where machines become conscious and aware. Will we see the expansion of art to artistry because we’ll need more that one brush? Or human to consciousness to describe the pursuit of leadership across transhuman boundaries? Will there be a requirement for more ownership in the future as a result? Assignment may used instead of task or mission. Finally Robot ethics and the laws governing cognisant forms will need to be considered, if someone gives a transhuman entity an assignment which contravenes its purpose, what happens? So will the future will be more complicated place for a leader, and ethically how will we work culturally to accomplish stuff
- Slide 7 – 4 minsThis is a more standard or accepted definition in businessThe manager maintains; the leader develops.– The manager focuses on systems and structure; the leader focuses on people.– The manager relies on control; the leader inspires trust.– The manager has a short-range day to day view; the leader has a long-range perspective.– The manager asks how and when; the leader asks what and why.– The manager imitates; the leader originates.– The manager accepts the status quo; the leader challenges it.The manager does things right; the leader does the right thing.So if you are solely focussed on the here and now, focussed on KPIs, SLAs, Processes, frameworks, policies, targets and procedures… are you giving yourself the time you need to develop or enough time to think further ahead and do the right thing? How do you give yourself more time to be curious and explore? What impact does this have on your environment and your people?
- Slide 8 – 3 minsMaslow, born 1908, His hierarchy of needs describes the stages of growth in humans. Maslow used the terms Physiological, Safety, Love/Belongingness, Esteem, Self-Actualization and ultimatelySelf-Transcendence,to describe the pattern that human motivations generally move through.Theory expressed in 1954, in a book called Motivation and PersonalitySo understanding how to create a self actualizing individual or team is important to think about as leaders create cultures, environments, experiences and connections.So what about the needs of the led?
- Slide 9 – 5 minsWe offered our community the opportunity to define what the needs of the led were in a Service Desk environment, this is what we came up withSo how do you help create a self actualised person or team or culture?It starts with context… an awareness, an understanding of what, how and why. Core Values, Value propositions, Mission, Vision…. An explanation of how to be part of the business. Without these foundations you cant really fully realise potential. Next comes advocacy, building belief and trust to encourage confidence and a feeling of protection.Then… creating the experience of being part of that environment, experience that encourages recognition, respect, innovation and change. An open free thinking experience for the employee that radiates and is absolutely felt by the customer.Once you have these building blocks defined, understood an critically practiced, you have the opportunity to encourage, recognise and reward behaviours that will directly affect the business strategy, business goals and business outcomes. Some of the most powerful tools to create advocacy, experience and emotional connection are simply very human. Combining coaching, mentoring, reward and recognition can inspire people to aspire to be. It can change team and individual states, addressing apathy, motivation, morale,performance and create willing advocates, eager to provide solutions and work towards common goals. Creating emotional connections in an IT environment is challenging…. IT can be very unemotional at times. However, working in a Service Desk environment gives us a great opportunity to do just that. To create emotional connections, between people process and technology So what does a self actualized person look like, what traits do they exhibit?Problem-centering: Self-actualized individuals are concerned with solving problems outside of themselves, including helping others and finding solutions to problems in the external world. These people are often motivated by a sense of personal responsibility and ethics.Spontaneity: Self-actualized people are spontaneous in their internal thoughts and outward behavior. While they can conform to rules and social expectations, they also tend to be open and unconventional. EXAMPLE ZAPPOS, great example of unconventionalAutonomy and Solitude: Another characteristic of self-actualized people is the need for independence and privacy. While they enjoy the company of others, these individuals need time to focus on developing their own individual potential. Time to think, creative space.Renewed appreciation: Self-actualized people tend to view the world with a continual sense of appreciation, wonder and awe. Even simple experiences continue to be a source of inspiration and pleasure.Peak Experiences: Individuals who are self-actualized often have what Maslow termed peak experiences, or moments of intense joy, wonder, awe and ecstasy. After these experiences, people feel inspired, strengthened, renewed or transformed. They experience moments of truth and moments of wow.BenefitsImproves individual and team performance with agreed targets and goalsIncreases openness to development and learningEmpowers people to remove barriers and identify solutionsCreates greater responsibility and ownershipImproves clarity in roles and objectives through self-awareness and context awarenessProvides the ability to improve targeted behaviour or skillsBuilds collaborative, engaged environments and culturesBuilds trust, advocacy and motivationCreates engaging emotional connections between people, process and technologySome things to think about:Read up on techniques such as GROW or SMART. The more you put in, the more you get outPractice coaching techniques in pier groups. Offer the opportunity for people to observe and offer feedbackPrepare, take time to think about the structure, agenda or contentUnderstand the outcome – what’s the coaching session goal?Use pauses as levers. Give coachees additional time to elaborate after an initial response to a question. Use a controlled pause as an invitation to continue, it’s surprising how much more you’ll get to work withListen! A lot of people don’t do this very well, including me! Learn to listen wellWhere relevant, look for timely opportunities to reinforce the recognition of a job well done. We all want to be valued for our contribution, where the contribution is brilliant; talk with sincerity, sentiment and smile
- Slide 10 – 5 minsTechnology is changing our world at a speed never before realized in history...The middle leadership layer is a real issue for many businesses and industries including ITDuring the investigation for this event, I watched a video on TED featuring Rossalinde Torres described what makes a great leader in the 21st centaury, really interesting piece that talked about….Traditional is dead, the current way of developing leadership is based on old thinking and gives false positives. Narrow 360 surveys, outdated performance criteria and old preparation practices will stunt your growth as a leader. Leadership in the 21st centaury is defined by 3 questions:Where are you looking to anticipate change? In you business, in your life? Who are you spending time with? On what topics? Where are you travelling? What are you reading? How are you doing distilling all that to make a decision right now, so you are prepared and ready. Great leaders see around corners, shaping their future not just reacting to it.What is the diversity measure of your network? What's your capacity to develop relationships with people who are very different to you. Differences can be biological, physical, functional, political, cultural whatever. Great leaders understand that connecting through a diverse network is a source of solutions because they communicate and collaborate with people who think differently.Are you courageous enough to abandon the past? Courageous enough to abandon a practice that has made you successful in the past. Great leaders dare to be different, they don’t just talk about risk taking they actually do it. It talked about building the emotional stamina to withstand people telling you are wrong or its impossible. Today’s great leaders stand out, they don’t rely on yesterday, they are women and men preparing themselves not only for the trials of today but also the unknown possibilities of tomorrow
- Slide 11 – 8 minsSo at the beginning of the slide set there were two words, Inspire an Deliver, these are my personal values that compliment what I do in my business and personal life. Inspire is about people, a challenge to inspire others to be what they can be, to build emotional connections and give opportunity. Deliver is about giving 100% and assessing the quality of what I do to ensure its valued and has value, its also keeping promises and building trust. I measure myself against these two simple words. When appropriate, I’ll quote my motto and let people know what to expect.Having a personal value set can be extremely powerful. Living your personal values can reinforce who you are or create who you become, personal values can help define you as a leader. Having personal values that compliment or support your business values or strategyor vision, or missionor strap line,can make you more.If you define yourself you can live by that definition, that definition you can controlWhat you can control you can measure What you can measure you can improve Think about what defines you….. and define yourself. Imagine yourself as a stick Black Pool rock those definitions stamped right the way through it. Practice them, reinforce them, believe in them and you will become them.
- Slide 12 – 7 minsSo what habits does a Service Desk Leader exhibit? This isn't exhaustive….Greatleaders build roads, connections, both physical and emotional they create environments,experiences and cultures that inter link,compel and succeed. Chris Hadfield also mentioned ‘Share the experience, its all about the human stuff’They build bonds of community and intimacy through diverse teams. They employ the right people and build the right team based on context, advocacy and experience.Service Desk leaders aren't realists, they explore without limits and embrace the impossible, they practice curiosity and focus on why. They make space tocreate and are fuelled by creativity (tie in question about musical instruments)They are inclusive, developing thinking in others, they facilitate free thinking and empower people to offer solutions.They communicate, collaborate and connectService Desk leaders Leaders exude energy, they help define vision. They build diverseteams. Care. Reward. Teach. Decide. Innovate. Execute.Service Desk leaders make a place where its about the experience. They liberate their peoplefrom service and deliver experience making place where the experience for their employees and their customer are joined up, changing a Service Desk to an Experience Desk, delivering brilliant experiences for everyone who is touched by it. What happens in an Experience Desk? Great service happens naturally, it falls out on its own as a by product of the experience the employee and customer has. They alsoIncrease openness, share and develop learning and explorationEmpower people to remove barriers and identify solutionsDelegate to the lowest level possible, create responsibility and ownershipImproveself-awareness and contextualawarenessProvidethe vehicle to improve behaviors or skillsBuild collaborative, engaged environments and culturesBuild trust, advocacy and motivationThey check the feeling, they think about feelingsOne day he said to me: “Here is a suggestion. Keep a small diary. Draw a vertical line in the centre of each page. On the left, write in detail everything you find wrong, unfair, indefensible, immoral, wrong, untruthful, or otherwise wrong. Then as you grow in your career, review this left column frequently, to see how many of those behaviours you are yourself now indulging in. If very few or none, you will be on your way to defining success your way. Else the environment is shaping you. In which case, stop and ponder.”Notice Others' Weaknesses Considerately. Knowing what people are going through and what people are struggling with allows you to help. Remember that helping people with their weaknesses isn't about fixing your own problems; it's about helping people who struggle. The feel factor, check the feeling, think how do they feel, what's the experience like, be brilliant together, create a great experience for others. Create emotional connxtions Reward and recognition ProcessVisualise failure, get the team together and work out the fix as if it real Sweat the small stuffTecnologyStep 1 – Leadership Valuesestablish passion for the role and the achievements required, a vision for the future and the values and personal behaviours that will influence and motivate the team towards that vision or goal. Step 2 – CultureGood leaders have a style that sets in place a culture and ethos that reflects the values of the organisation, and prioritises their service accordingly. Step 3 – Management…the processes, solutions, systems, people, measures, recruitment, career development, etc. do not just happen. Many leaders do have management skills that can address these day to day things that need to be achieved, but if not you’ll need a manager in the team too. Attention to detail will be important. Step 4 – Inspire passion, motivation and emotion…… in your team. Sally at Leeds Uni and Pippa Harrison at Harrods, Maureen Lungren-Gomes at Teleopti, and the others listed here, all do that. You need to be able to turn on that emotional switch in your people so they can share your vision, passion and desire. And help you achieve that goal!There’s a lot here to reflect on and it is vital that we get it right if we are to have a successful Service Desk. This article is just the start. In November look out for the SDI member report on Leadership, which will expand on this for you, with even more hints, tips and examples!
- Slide 13 - 5Leaders dare to be different, they do and dream at the same time. There’s an old saying which says, ‘when the best leaders work is finished, the people say we did it ourselves’. That was written 2 and a half thousand years ago.There’s Theater of leadership that’s built on emotion. Remember, youare an exampleto people, whether you wantto be or not. Youset an examplefor future generations to follow.“And finally, bethe person who is doing it.
- Q&A – 5 - 10mins