Expert Talk: Alexander Park on IT Service Delivery
In the first video in our new series, Expert Talk, Director of Service Delivery Alexander Park discusses the challenges of managing multiple IT services teams all focused on improving customer outcomes.
Video Transcript: Expert Talk with Alexander Park
My name is Alexander Park, I’m the director of service delivery and project management for Impact Networking.
What does a typical day at Impact look like for you?
A typical day will constitute any number of direct or indirect dealings with customers, internal employees, which could constitute field network engineers, virtual chief information officers, district managers, or project managers.
And mostly just making sure that all levels of the organization have an eye on customer service delivery that’s world class and provides that world class experience for our clientele.
What are some challenges that you face, and how do you overcome them?
One of the biggest challenges that I have is finding, securing, and retaining top talent.
As the pace of change accelerates and doesn’t slow down, the capacity to get people who are tuned in to the latest trends, who are certified in the latest platforms, but who can also have a good customer demeanor to explain things in a capacity that doesn’t make somebody feel talked down to, is a real challenge.
One of the better advantages that I think we have here at Impact is our investment from leadership toward our talent. We can tout that expertise to our clientele, and ultimately, it helps deliver a world-class customer experience.
What do you think it means to be a leader?
I think it’s more than just setting direction. I think it’s being an inspiring force for the team that’s working underneath you, being an example that you can point to.
I’m a big believer in doing, not just delegating. If you can explain the “why” behind a lot of the initiative, I feel like that engenders a lot of team cohesion.
I think those two things would be the two key pieces from a leadership perspective.