https://blog.chido.me/tags/leadership/ Recent content in Leadership on Chido Dike https://blog.chido.me/og-default.png https://blog.chido.me/og-default.png Hugo -- 0.154.0 en Mon, 21 Sep 2026 06:00:00 +0100 https://blog.chido.me/posts/green-slas/ Mon, 21 Sep 2026 06:00:00 +0100 https://blog.chido.me/posts/green-slas/ <h2 id="the-green-monday-that-wasnt">The Green Monday That Wasn&rsquo;t</h2> <p>Picture this. It is Monday, 09:12. Your weekly service review is in the diary. Volume is steady. Resolution time is inside target. First-contact resolution looks healthy. CSAT is &ldquo;acceptable.&rdquo; The Jira Service Management dashboards you send to senior IT leadership are a wall of green.</p> <p>Then your phone lights up. A director has been waiting since Thursday for a laptop that &ldquo;should have been easy.&rdquo; A finance colleague has opened the same password-reset path three times and still cannot get into a critical system before month-end. A regional manager is polite in the ticket and furious in Teams.</p> https://blog.chido.me/posts/follow-the-sun/ Mon, 14 Sep 2026 09:00:00 +0100 https://blog.chido.me/posts/follow-the-sun/ <h2 id="the-ticket-that-travelled-the-world">The Ticket That Travelled the World</h2> <p>Picture this. It is 16:47 in London. A regional operations lead is mid-incident — a line-of-business tool has gone quiet for a cluster of colleagues in the Middle East. She has already spoken to the Service Desk twice. The analyst has the logs, the timeline, the workaround that almost worked. Shift change is in thirteen minutes.</p> <p>The ticket is assigned to the overnight queue. The notes say “escalated — see comments.” The comments say “user will test in the morning.”</p>