Author: Mark Whitfield

Welcome to my site! After graduating in Computing in 1990, I accepted a position as a programmer at a Runcorn based software house specialising in electronic banking software, namely sp/ARCHITECT-BANK on Tandem Computers (now HPE NonStop). This was before the internet became more prevalent and so the notion of enabling desktop access to company accounts for inter-account transfers and book keeping was still quite a cutting edge idea (and smartphones only ever hinted at in Space 1999). The company was called The Software Partnership (which was taken over by Deluxe Data in 1994). I spent 5 years in Runcorn developing code for SP/ARCHITECT for various banks like TSB, Bank of Scotland, Rabobank and Girofon (Denmark) to name but a few. I then moved onto a software house in Salford Quays for further bank facing projects. After a further 23 years in the IT industry and now a Senior IT Project Manager (both Agile and Waterfall delivery), I thought I would echo out my Career Profile in this corner of the internet for quick and easy access.

Service Delivery Lead, SDL / Manager, SDM Role

Service Delivery Lead, SDL / Manager, SDM Role
Service Delivery Lead, SDL / Manager, SDM Role

A Service Delivery Manager (SDM) acts as the primary liaison between an organization and its clients, ensuring services are delivered efficiently, meeting contractual obligations (SLAs), and maintaining high client satisfaction. They oversee daily operations, manage client relationships, and drive continuous service improvements.

Key Responsibilities and Duties:

  • Client Relationship Management: Acting as the central point of contact for service-related issues, leading service review meetings, and ensuring client satisfaction.
  • SLA & Performance Monitoring: Monitoring key performance indicators (KPIs) and Service Level Agreements (SLAs) to ensure compliance with contractual obligations.
  • Operational Excellence: Implementing best practices, identifying areas for improvement, and managing continuous service improvement plans.
  • Incident Management: Managing escalated service issues, leading root cause analysis (RCA), and ensuring swift resolution to restore service.
  • Team Leadership: Providing guidance, mentoring, and support to technical or support teams to meet performance goals.
  • Financial Management: Overseeing budgets, managing service credits, and identifying opportunities for cost savings or added value.

Required Skills and Qualifications:

  • Experience: Proven track record in service delivery, customer success, or project management.
  • Framework Knowledge: Strong understanding of ITIL frameworks is often required.
  • Communication: Excellent verbal and written communication skills for building rapport with clients and stakeholders.
  • Analytical Thinking: Ability to analyze service performance data and make data-driven decisions.
  • Leadership: Strong leadership skills to drive improvements and resolve conflict.

Common Industries:

  • Information Technology (IT) & Managed Service Providers (MSPs)
  • Logistics & Transportation
  • Consulting & Support Services

Understanding Agile Scrum, A Framework for Delivering Value, Iteratively

Understanding Agile Scrum, A Framework for Delivering Value, Iteratively

Agile Scrum Metrics that Drive Team Improvement

Agile Scrum Metrics that Drive Team Improvement
Agile Scrum Metrics that Drive Team Improvement

Project Management Office (PMO) Overview

A Project Management Office (PMO) is a centralized department or group that defines, maintains, and ensures project management standards across an organization. It serves as the “command center” that aligns project execution with broader business strategy to improve success rates and ROI.

Core PMO Models

The level of control a PMO exerts depends on its specific operational model:

  • Supportive PMO: Provides a consultative role by supplying templates, best practices, and training. It has low control, acting primarily as a project repository.
  • Controlling PMO: Enforces governance and requires compliance through specific frameworks and tools. It maintains a moderate degree of control.
  • Directive PMO: Directly manages projects by assigning project managers who report to the PMO. This model offers the highest degree of control and accountability.

Key Responsibilities

A PMO’s daily functions bridge the gap between high-level strategy and ground-level execution:

Common PMO Roles:

Common PMO Roles
Common PMO Roles

Staffing varies by organization size, but typical roles include:

  • PMO Director/Manager: Oversees the entire office, ensuring processes are followed and goals are met.
  • PMO Analyst: Collects and analyzes project data to support decision-making and reporting.
  • Project/Portfolio Managers: Lead individual projects or entire portfolios to completion.
  • PMO Specialist: Focuses on implementing methodologies and providing expert advice on project management.

Organizational Levels

PMOs can operate at different tiers within a company:

  • Project PMO: Focused on a single, large-scale project.
  • Program/Department PMO: Oversees a group of related projects within a specific department (e.g., IT or Marketing).
  • Enterprise PMO (EPMO): Operates at the executive level, ensuring all projects across the entire organization align with strategic corporate goals.

Project Management Office (PMO) Overview

Right Project Management Approach, Adaptability over Rigid Approach

Right Project Management Approach, Adaptability over Rigid Approach
Right Project Management Approach, Adaptability over Rigid Approach

Business Analysts and Artificial Intelligence AI, Future

Business Analysts and Artificial Intelligence AI Future
Business Analysts and Artificial Intelligence AI, future

Artificial Intelligence (AI) is fundamentally shifting the role of the Business Analyst (BA) from a focus on routine data processing and documentation to more strategic, human-centric activities. While AI excels at identifying patterns and automating labor-intensive tasks, it currently lacks the contextual awareness and emotional intelligence required to manage complex stakeholder relationships.

Core AI Applications for Business Analysts

AI functions as a high-speed “copilot” that streamlines the traditional BA lifecycle.

  • Requirement Generation: AI can process meeting transcripts to draft an initial list of requirements, user stories, or a Business Requirements Document (BRD).
  • Data Analysis & Forecasting: Machine learning algorithms can identify subtle trends in large datasets and move analysis from descriptive (what happened) to predictive (what might happen).
  • Visual Modeling: Tools can now generate process flows, data models, and architecture diagrams from simple text descriptions, drastically reducing time spent on manual formatting.
  • Information Elicitation: Analysts can use AI to quickly extract key details from vast document repositories or prepare for stakeholder interviews by anticipating potential questions.

Skills That Remain Uniquely Human

As AI handles the “grunt work,” the most valuable BA skills are those that cannot be easily automated.

  • Strategic Thinking: Connecting big-picture organizational goals to specific technical solutions and defining the “why” behind an initiative.
  • Stakeholder Management: Navigating office politics, facilitating discussions to resolve disagreements, and building trust across teams.
  • Creative Problem Solving: Tackling ambiguous business challenges where there is no clear historical data for an AI to learn from.
  • Critical Evaluation: Fact-checking AI outputs to ensure they are accurate and free from “hallucinations” before they influence business decisions.

The Shift from “AI4BA” to “BA4AI”

A new perspective emerging in the field is that BAs shouldn’t just use AI, but should lead the organization’s AI adoption.

  • Guiding Implementation: BAs act as strategic enablers, ensuring that AI projects solve meaningful problems rather than just chasing technological trends.
  • Managing Risk: Analysts play a critical role in addressing ethical concerns, bias detection, and security risks associated with AI-driven systems.
  • Bridging the Gap: They serve as the essential link between technical AI teams and non-technical business leaders to ensure projects deliver tangible value.

Future Career Outlook

The consensus among industry experts is that AI will transform—rather than eliminate—the BA profession. The market for business analytics is projected to grow significantly through 2031. Analysts who successfully integrate AI into their workflow to enhance productivity are expected to replace those who do not.

IT Project Triangle, Scope, Timeline and Budget

IT Project Triangle, Scope, Timeline and Budget
IT Project Triangle, Scope, Timeline and Budget

PRINCE2 Agile Outline

PRINCE2 Agile combines the structured governance of PRINCE2 with the flexibility of agile methods (like Scrum and Kanban) to manage projects effectively. It focuses on maintaining control, transparency, and high-quality delivery while empowering teams, making it ideal for fast-paced environments.

Key Aspects of PRINCE2 Agile:

  • Structure + Flexibility: It provides the framework to guide projects, while allowing the use of agile techniques to build the product.
  • Key Focus Areas:
    • The Agilometer: Assesses the level of risk and agility in a project.
    • Requirements: Prioritized to ensure the most valuable features are delivered first.
    • Rich Communication: Emphasizes face-to-face interaction and team rooms.
    • Frequent Releases: Ensures regular delivery and feedback loops.
  • Tailored Governance: Allows projects to remain aligned with organizational goals while keeping the flexibility needed for innovation.
  • Compatibility: Works well with various agile methods including Scrum, Kanban, and Lean Startup.

Main Benefits:

  • Increased Flexibility: Enables faster adaptation to changes and new information.
  • Improved Quality: Focuses on delivering high-quality products that meet client needs.
  • Enhanced Control: Provides necessary governance for project success.

When to Use:

  • Projects requiring both structure and high responsiveness.
  • Teams using Agile techniques who need to satisfy governing bodies.
  • Situations demanding regular, iterative delivery of results.

For more in-depth knowledge, consider exploring the PRINCE2 Agile Wiki and Good e-Learning articles.