Senior Leadership Plan Running a PMO

Excellence in Leadership

of a

High-Performance Team

in a

Technology-basedEnvironment

By: Jack Brown, B.Sc., PMP® , ITIL®

Introduction

A little about myself in brief: I presently live and work in Raleigh, North Carolina for a large bank, providing Program & Project Management Direction

to their Enterprise Information Security Group. I am a successful leader with experience that directly port over to this role, & I bring a strong program and project management background with me. I have been in the customer service industry for 27 years, & I’ve spent 15 of those 27 years in IT, with experiences gained across many industries including:

High-Tech Finance Health Care Government Transportation Oil & Gas

I spent over 6 years in the Canadian Armed Forces…. So have a very disciplined background, & I am extremely structured, methodical and “deetale” oriented when approaching any tasks (but try not to take myself too

seriously ;-) Try To Make It Relaxing as People Spend 1/3 of Their Lives at Work with their “Extended Families” My mgmt style is Adaptive “casual-ness” (mgmt by walkabout’s) built around a detailed structure, or plan, that I expect

my team to adhere to… especially considering that I use their input to build that plan from the ground up…I find that getting their input & buy-in creates a team ownerships for its success. My normal approach is to use various sources of inputs, build my plan, generate consensus and share ownership

AND… I have the drive and initiative to succeed in this role, and consider it a privilege to work here with you for TELUS.

Jack Brown, B.Sc., PMP©, ITIL©

What is Leadership???

?Jack Brown, B.Sc., PMP©, ITIL©

What is Leadership???

… Begs the Question….Is a leader born or made?

A simple definition of leadership is that leadershipis the art of motivating a group of people to act towardsachieving a common goal.


How Does One Demonstrate Leadership Traits?

How Do Excellent Leaders Motivate & Direct Their Teams To Make All The Parts Fit?


Before We Can Say That We Provide Excellence in Leadership….

We Should Agree On What Leadership Actually is.. Or Means…

Is This Just an Exercise in Semantics… Or Is It Good Planning ?

If We Don’t Identify What “Leadership Is,How Will We Know If We’ve Delivered It?

A Soldier Will Have a Differing Set of CriteriaThan A Front-Line Tech-Support Analyst as toWhat Makes A Successful Leader…


Is Leadership As Simple As Having An Idea?

Did The Inventors of the LightBulb Have an Idea or a Vision?… many disappointments at 1st

Idea’s Can Fail – EdisonLearned From Previous Failures& Lead Us Towards His Vision

Years Ago – an Idea… Vehicle Spacing Radar In VehiclesCoupled to Throttle for Auto-Deceleration

Years Ago – Subway Franchise – Idea, But No Vision

I’ve Grown a LOT Wiser Since Then,& Now I Follow the “NOW” Concept…“No Opportunity Wasted”


Can Leadership Be Captured On Paper In A Plan & Emailed ???

So My Idea is on Paper Now… Now What?

How Does an Excellent Leader Further

the Idea or Vision from the Paper?

At a Previous Employer,When A Wireless Solutionto a Field problem was Requested…I Saw an Upcoming Need for a WLANMgmt Tool

I Scoped Out a Solutionto Address the Weakness & Put MyIdea on Paper

I en-Visioned the Future Wireless Communityfor the Organization and Moved to Gain Consensusand Eventually Buy-In


Is Leadership Dictatorial ???

Is It “My Way or the Highway” ?

Today’s Teams Consist of People From All Points of Life…

• Traditional• Baby Boomers• Generation X is:

• Technology Driven• Give it to me now• Or “Just the Facts Ma’am”

Will Old Time Mgmt Techniques of “Do As I Say” Work With All Types?

High-Tech Teams Today areComprised of VERY Smart, & Technology Savvy People

They Demand a Degree of Flexibilityin the Execution of Their Duties

To Build A High Performance Team With High-Tech Folks, I:

• Solicit Their Ideas to Support the Vision• Provide a Structure as Guidanceto Expectations• Give Them theTools and Training They Need• Provide Flexibility in Mobility

Financial Client - Laptop Encryption & POP Removal Project• Review the SOW with the Team so Mutual Understanding was Gained• Allowed flexibility and Creativity in Solution Dev.• Provided Direction as to Expected Results and Reporting• Leveraged Their Experience to Create Field Visit Schedules• Provided Technology Training to Delivery Teams• Created “Buy-In”Jack Brown, B.Sc., PMP©, ITIL©

… Or Is Leadership A Guiding, Nurturing Role ???

I used to be a Cub Scout Leader Many Years Ago• Guide Kids on Morals of Citizenship• Help Them develop Skills• Sounding Board• Patience

Providing Career Support andGrowth to Team So They Succeed

Act As Mentor To Peers and Subordinatesby:• Providing Hands On (One-On-One) Training When Needed• Held White Board Training Sessions• Provided Career Counseling To Associates• Provided Career Counseling to High School Students as a Volunteer

I Held Several Closed-Door Sessions WithAn Indirect-Report Employee On MyTeam Who Broke Down & Cried in My Office Under Stress From The # of Hours He Was Working & How It Was Impacting His Marriage…

HIS PROBLEM WAS TWO-FOLD• Needs of the Data-Centre &• His Need For Overtime Pay

SOLUTION TAKEN:• I Spoke With His Direct Manager &Highlighted His Teams Need for More Staff

• I Suggested He Focus on Finding a Work / Life Balance

RESULTS:• More Staff Was Hired• Person Still Did Overtime for Extra Pay & and is Now Divorced Jack Brown, B.Sc., PMP©, ITIL©

Can Leadership Be Based On Emotions ???

Emotions Are Our Greatest Benefit, or Detractor in ANY Given Situation

Mothers Can Lift

Car’s O

ff Child

ren

Soccer Teams Can Be SpurredOn To Victory By A Wildly CheeringStadium of People

& Countries Can Be Led in To War

I Taught Karate To many Peopleand Emphasized The Importance ofDefending Their Families (Children) if It Was Ever Necessary

• This Energized Them To REALLY Apply Themselvesand Reproduce What I Was Demonstrating to Them, AND Give Me Exactly What I Wanted out of Them atTHAT Very Moment

My Previous Example of MyNow-Divorced Team Member Is aPerfect Example of Emotions BeingIn Control


Is Leadership Be Based On Common Need???

The company has a TargetThat MUST be Met…

BUT…Operations Is YellingThat They Are TOO BUSYTo Assist in the Project

Share The Vision So Urgency and Ownership Is Shared..ie: “If This Doesn’t happen, Then The Company Will Close It’s Doors

BUT…Sometimes CollectiveAgreement Doesn’t Work,& a Decision MUST Be Madefor the Common Good

An Indirect Report Employee Assigned to an Effort of mine, Would Not respond to the Projects Urgent needs Which Would Have Crippled Clients Entire Laptop Inventory.

PROBLEM:Critical Client Issue, But Nothing I Tried Could Secure This Employees Timely & Critical Participation…

SOLUTION:• I Directly Educated Him• I Directly Educated His Functional Manager Who Was Shielding Him• Employee Completed Assigned Task• Employee Was Reprimanded for Insubordination

OUTCOME:• Functional Manager and Employee WereReceptive to Future Requests Once TheyAppreciated How a Matrix Org. Worked, & That The Clients Needs Outweighed “Territorialism”


Or Can & Should Leadership Teach ??Leaders MUST Lead By Example

And The maturity of theOrganization Must BeDriven By Its Leadership

If an Organization Does Not Have aParticular Process In Place…

... Then the Leadership Must Articulate Its Desired Direction Clearly & Concisely

… By Teaching, or Leading By Example… ie: Military Deportment

I Created a New Port Request & Tracking System Processfor a Health Care Provider.

The Process was New…• There was Currently NOTHING similar In Place• Port Availability Usage Was Unknown (visual inspect)• Changes Were Not Recorded• It was “every-man-for-themselves” for the

Technicians

I Created a Process Whereby Port Requests had to bemade through a Control Group, The Control group wasthen Responsible for Tracking the available Port Mapping.

Senior Mgmt then used these details to plan for expansion,as well as introduce a “Charge Back” system to thehospital clients (Business Groups).

The RESULT?:• A Cable Mgmt System was introduced• Service Order Time Was Reduced• Troubleshooting Time Was Reduced• Support Costs Were Reduced

• Tell Them What You’ll Teach Them• Teach Them• Tell Them What You Taught Them• Let Them Use the new Skill

EMPOWERMENT

Finance Client Director & POP RemovalError Lesson Provided - TeamWork


Or Does An Excellent Leader Provide a Vision… & Build Consensus To Achieve His or Her Goals?

Brain Storming Sessions

Possible Solutions Discussions

Risk Identification

Schedule Creation Participation

Cross-Functional Impacts

Cross-Team Relationships

Determine Realistic Expectations

Solicit Open Feedback

Listen to Everyone’s Input

Encourage Participation

Team Collaboration Creates Consensus,… Which Leads to Buy-In,… Which Leads to Community Sense of Ownership… Which Leads to Commitment to Success by Team

…and I IncorporateThese Practices intoMy Project Teams and Planson a Daily basis…

Create Empowered Teams


Without Clear Direction, Their Can Be Confusion As To Whom is Actually Leading Whom…..

A Leader Can Only Control:

• People• Processes&• Technology

One Thing Is For Sure Though…

Without An Obvious Leader…

… EVERYONE Will Try To Lead

An Excellent Leader Is Secure In Their Authority…

… And Readily Takes Control…

Does An Excellent Leader Lead From the:

• Back ?• Middle ?• Front ?

• Strategic• Tactical• Operational


What Traits Do Excellent Leaders Have Common ?

Communications Skills Willingness to take Risk Has a Vision Shares Knowledge Solicits Advice (Apollo 13) Solid Organization Skills Empathy Subject Matter Experience Life Skills Desire for Others to Grow / Succeed Someone who is “Driven” An Ability to Handle Change Willingness to Delegate Authority ABILITY & WILLINGNESS TO MAKE THE HARD DECISIONS


So How Do We Become Excellent Leaders?

Becoming an Excellent Leader isn’t easy. It takes:

Foundational Knowledge Participation in opportunities for experiential growth Conscious commitment Consistent effort Willingness to Continually Learn and Adapt People Skills

… and Most Important…Excellent Communications Skills

I believe that Leadership is the successful result of a combination of personal traits, & the ability to think and act as a leader, IT is a person who directs the activities of others for the good of all


An Excellent Leader Must Be DECISIVE!

1: When A Decision Needs to Be Made, Make It!

2: Explain Specifically, Clearly and Precisely What You Want Done, Using Clear Plain Language.

3: Never answer every employee's every question For Any Problem A Team Member Brings to My Attention, I Advise Them to ALSO

Bring 3 Possible Solutions – This Makes Them Think and Helps Them Grow…

4: Make your expectations clear, then give employees room to do their job: ie: Don’t Micro-Manage Unless You Need To

5: Employees Expect and NEED their managers to be leaders.


Pulling It All Together… Have & Share a Vision: Make decisions Take risks:

• Don't expect perfection.• Leaders grow by making mistakes.

Motivate others: • Share the vision to others• Convince them of the value• Inspire people to work toward common goals• Motivate employees by making sure they understand how their work contributes to a larger goal.

Build Collaborative Empowered Teams:• Create & Coach Productive, Collaboration teams by Consensus building, and good Conflict resolution skills

Possess self-knowledge:• Know your own strengths and weaknesses• View behavior objectively• Recognize your own shortcomings• Accept feedback, and make changes when necessary.

Display integrity:• Leaders must be trustworthy before others will follow them.• Establish trust by displaying competence, consistency, and caring.

Communicate effectively:• Leaders can convey their ideas to diverse individuals& adjust their styles to meet the needs of the people they lead.

Pursue lifelong learning:• Leaders have a desire to continually learn& grow and are open to new ideas.

Help others succeed:• Leaders empower others and helpthem achieve their full potential,• Thereby benefiting the organization.


All The Talking Condensed…

1. A Leader plans.2. A Leader has a Vision.3. A Leader shares their Vision.4. A Leader takes Charge.5. A Leader Inspires By Example.


Where Else Have I Shown Excellence In Leadership?

By Monitoring Environment and Interviewing, I demonstrated to the InfoSec CISO & Director the Value of Implementing the Following New Processes and Process Improvements:

Introduced Formal Project Planning Project Management Processes Creation Project Management Template Creations Communication Plan Creation Implementation of a Change Control Process Introduction of Formal Project Documentation Introduction of Formal Sign-Off and Acceptance Built a Information Security Operations-Centric PMO

Mentoring Of InfoSec Operations Managers and Technical Staff & Achieved “Buy-In” to New Processes & Improvements

Introduction of “White Boarding WBS” to Teams

Influential In Moving InfoSec to Project & Operations Team Organization Structure in 2009- I Analyzed Their Environment and Made a Plan of Attack

- I Shared My Vision With Senior Management and Ops Mgr’s

- I took Charge of their Programs and Handling of them, Created The Processes for Them, and Mentored Them on How to Do It

- & Have Guided them to a New Org. Structure for 2009

Project Work Is Now Being Identified

Costs Are Now Coming Under Control


Other Examples of My Leadership Success…

Saw a Need for, Convinced Senior Mgmt to Support, & Led a Team Effort to Provide Cable Mgmt Systems in all Distribution Structures and Closets for a Hospital Campus.This Reduced Downtime and Costs

To Improve Upstream & Corporate Customer Satisfaction (Internal), I Changed the Ownership Policies for Change Mgmt tasks within an SRS. I did this after collaborating with Change Control and Senior Mgmt and Achieving Buy-InThis resulted in an immediate Increase In Customer Satisfaction, a reduction of time, and increase in Cost Savings.

I saw a Gap in the handling of Customer Service Requests. To Close this gap and thereby greatly Improve Communications to the Customer, I created and Implemented a new SRS Process by Collaborating with Cross-Functional teams to build the Process I wanted applied to my Team. This greatly increased our communications with our Customers, and greatly Improved our Relationship with them. It also realized a cost savings by reducing length of time tickets were left open.Jack Brown, B.Sc., PMP©, ITIL©

Just One More Example…

I Introduced a brand new process for the IT Operations Server Group to Actively Monitor ALL Servers in ALL Business areas… This was a Pro-Active Measure to ensure sustainability to Mission-Critical (Patient Life-Support Dependant) Systems…

On its inception and “Maiden-Voyage”, the newly designed process “caught” a Server about to experience a catastrophic failure in a patient intensive care group…

This Process Improvement Saved Lives Saved the Hospital from Untold Millions in Law Suits Earned me a Formal Recognition


What Do My Clients / Employers Say?

“…Jack has many good qualities and attributes, but I am particularly impressed with his ability to take charge of situations and to earn respect from his peers. He quickly demonstrated his expertise in his field, and easily attracts followers to lead initiatives. He demonstrates great leadership skills and will go far in his work endeavors. Jack is a consummate professional, a great mentor…”


Another Comment on my Leadership Method

“…Jack has leveraged his experience with large-scale integrations and industry best practices to provide a vision and framework for the organization of the work efforts being delivered, into well defined Projects and Programs with clearly defined deliverables. He provided a structure for the delivery of these efforts and has inculcated this into the organization through partnering, mentoring, and training. He has made an ally of the customer whose sees the Project Office that he has created as enabling the efficient delivery and communication of value to the enterprise…”


Senior Leadership Plan Running a PMO

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