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Turning IT Managers into Business Managers


A major international company asked Human Qualities to help with a step change in direction for the provision of IT to its businesses.

In the past the IT managers' roles had been largely focused on reactive tasks such as fire-fighting problems or implementing new systems coming in from head office. Organisational changes meant that a new focus was needed, with greater emphasis on being a business partner to the managers of the operating units, and providing a high level of internal customer service to the users of the systems.

Our Approach

The early stages of the project involved facilitating discussions with senior IT management, business managers, and users of the systems, as well as the IT managers themselves. This dialogue was used to develop a competency framework setting out the requirements of the role for the future.

Human Qualities consultants then developed a series of job simulation exercises that mirrored the new skills required. These were used as part of a three-day workshop which was attended by all of the IT managers. Performance on the exercises was assessed by Human Qualities consultants together with line managers and human resources specialists from the client company. The results were used to provide detailed feedback and reports to the participants and to help determine who would be best suited to the various new roles in the organisation.


Following the successful implementation of this project, Human Qualities has now been asked to help with the design of training to develop the customer service skills required to take the organisation forward.