Building and Maintaining a High Performing IT Organization

HEINEKEN Nederland Remko van Gerdingen

IT Business Engagement – Building and Maintaining High Performing IT Organizations

Joe Pensiero

Business Success

2

Success often relies on having the right People, Processes, and Tools. Which of these is most important?

People

3

“IT Organizations, like businesses, are run by people, not machines.”

“People are the most complex machines, needing constant feeding and maintenance to perform at optimum levels.”

Leadership

4

“Be the boss that you have always wanted!”

Mentoring

Engaging

EmpoweringHas Your Back

Provides Vision

Personable

Strategic

CompassionateCaring

Doesn’t Micromanage

Allows Mistakes

Understanding

Passionate

Open Door Policy Collaborative

Listens

Gives RecognitionDecisive

Gives You Benefit of Doubt

Coaches

Relationships

5

“80% of what we do in IT depends upon building and maintaining relationships across the company”

“Relationships are built on Trust. Do what you say you are going to do.”

No Lone Wolves

6

“Squash lone wolf mentality early, before it does harm to the team as a whole. Encourage high performance and personal goal setting, but

hunting as a pack always has to come first.”

Encourage individual

performance that enables the team as a whole

to win

Teamwork

7

“The Team that plays together, stays together”

Make sure you make time for Team Building Events and Social Gatherings outside of work to build comraderary

“If you don’t have the best team that you have ever had, go get it!”

Recognition

8

“Be sure to recognize individuals and teams for excellent performance. Do this as often as possible. Celebrate project successes, major

milestone achievements, etc. Or a simple ‘Thank You’ email will suffice in many cases.”

Build a Team Identity

9

“The power of belonging to something greater than you is large. Build a unique identity for the team with their buy-in. Make it fun, but relevant. At Heineken USA, our IT team is called the Knights of the Green Table. Everyone on the team has a knightly name. At

ATC, they were the A-Team.”

Know Your Business

10

“Learn the lingo of the business. Translate IT concepts into digestible business language. Don’t lose your audience with technical jargon

and IT specific acronyms.”

“Get to know the needs of your business and it’s key stakeholders through active engagement and conversations.”

Optimum Org: Plan, Build, Run Model

11

PLAN■ Business and technology strategies■ Business relationship management■ Industry research■ Business analysis methodologies

BUILD■ Strategic Projects■ Minor change requests■ Maintenance■ Break fix/troubleshooting■ How-to questions/research■ Respond to Global and Regional efforts

● Audit● Rationalization● Process improvements

■ Technology research

RUN■ Service Delivery Management■ Escalations■ Security matters

Plan: Business Relationship Managers

12

• First point of contact for the business• Understands the business needs and pain points• Attends department leadership team meetings• Translates business needs into actionable initiatives• Helps build business case and get prioritized• Helps build multi-year solution roadmap for that part of the business• Expert at BA Methodology and Requirements gathering

Build: Establish PMO/Governance

13

Project Request Management⋆ Business & GIS BRM’s partner to review project requests

⋆ With MT’s approval, draft Project Charter (ASPIRE) is created

⋆ GIS PMO reviews the charter. Next Steps are determined

Project Portfolio Management

⋆ Monthly Project updates to MT

⋆ GIS Project Manager owns the Project Plan

⋆ PMO Methodology invoked

⋆ Project Delivery & Reporting

Change Governance Board

⋆ New Projects go through MT Review, Prioritization & Approval

⋆ For Scope Creep, impact analysis is done

⋆ MT to review & decide on next steps

CM Sales

Finance / BI

Supply

Chain / Ops

GIS BRM

GIS PMO & Apps Director

HR LegalCorporat

e Relation

s

Global

(GIS)

MKT

Create an IT Strategy Aligned with Business Strategy

14

HUSA GIS Strategy (PINT)

150MM Cases (2020)

4 Brands

3 Customers

2 Channels

1 On-Premise

Planning

Intelligence

Navigation

Trends

• Improved cross-department business planning aligned with NA and Distributors

• Robust reporting tools driving intelligent decision making (e.g. iDig/BI)

• Streamlined format and navigation of our selling materials to provide role specific “look of success” expectations to improve EOE

• Leverage historical trends to help forecast future performance (predictive analytics)

• Increased volume & profit trends through enabling technology and processes

Lega

l

OpsPeople Dept.

CRFin

ance

GIS⋆Support functions are the PINT glass, you cannot have a PINT without them!

Questions

15

• What do you consider the #1 most important thing needed to have a high performing IT organization?

• Do you consider your IT organization to be high performing? If yes, why? If not, why not?

• What key learning have you had in your career with regards to developing high performing organizations?

• Do you have a BRM function in your organization, and if so, how is it working?

• What is the perception of IT with your business and what are you doing to maintain or improve it?