Dave Hayes

Background

About Dave Hayes

IT service delivery and exceptional customer experience can be uncomfortable bed fellows. I still believe that great customer experiences only occur when IT people are allowed to experiment, fail fast, and are empowered to deliver solutions. I distilled my experience of this in to five immutable laws of IT service delivery:1 As people engagement rises or falls so does the customer experience.2 Perfection is the enemy of done.3 It is better to deliver a partial something than a whole nothing.4 Allow experiments but be prepared to fail fast.5 Empowered teams deliver and deliver faster.As we all know things change and I see a key driver of this being the best in IT product management.IT product management focuses on product security, reliability and performance but this obscures somewhat the essence which is all about falling in love with the problem not the solution (not my words). So currently I am with Transpower weaving all of this in to, what I loosely define as, enabling Transpower to manage the IT assets that manage the Grid.