Operational thinking from twenty years on the front line of IT leadership
Chris Malyon writes for engineering leaders done treating support as a cost centre - drawing on two decades running high-pressure IT operations and the framework behind Changing the Game.
LeadershipWhy do we obsess over process?
Whenever an IT operation scales, the volume of administrative noise naturally multiplies. The traditional corporate instinct is to tighten KPIs, enforce stricter SLA tracking, and demand that engineers simply work "faster" to handle the new load.
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LeadershipThe Human Element
Your team is a complex jigsaw puzzle, not a wall of identical square bricks.
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LeadershipThe Operational Shift
We hire brilliant problem-solvers, and then we force them to do data entry.
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LeadershipThe Watermelon Effect
Is your Service Desk suffering from the Watermelon Effect? 🍉 Green on the outside, completely red on the inside.
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LeadershipAnnouncement
We spend millions tuning our servers to perfection, but we still try to manage our people with a stick.
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LeadershipThe Transparency Shift: Rethinking How We Develop Our Teams
Ask yourself: when was the last time you looked at your team’s development plan? Better yet—do you actually have a development plan, or do you just have a training checklist?
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AutomationBuilding Multi-Agent Workflows for Level 1 Triage
Stop wasting engineer time on password resets. Here is how to construct a robust AI triage layer.
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LeadershipHow to Win the SDI 'Service Desk of the Year' Award
A tactical breakdown of the roadmap we used to transform our service delivery and capture industry recognition.
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