123. Future Proofing Service Management with Sophie Hussey

In this episode of the HappySignals IT Experience podcast, host Sakari Kyrö speaks with service management and leadership consultant Sophie Hussey. They discuss the importance of future-proofing service management, the need for better education on service management in schools, and the visibility of career pathways in the field. Sophie emphasizes the significance of understanding the user experience, the role of service management in delivering services, and the challenges organizations face. They also explore the balance between data analysis and human insight, the role of mediation in service management, and how to recognize when external support is needed to improve organizational effectiveness.

Follow Sophie on Linkedin:   / sophiehussey  

Takeaways

Future-proofing service management is crucial for the industry.
Education systems need to include service management in their curriculum.
Service management can enhance user and colleague experiences.
Visibility of career pathways in service management is lacking.
Service management plays a significant role in delivering services effectively.
Organizations often overlook the importance of talent management and leadership development.
Reading between the lines can uncover deeper organizational issues.
Data analysis must be complemented by human insight for effective decision-making.
Mediation can help resolve conflicts and improve collaboration in teams.
Recognizing symptoms of dysfunction can indicate the need for external support.

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Chapters

00:00 Introduction to Service Management and Leadership
01:47 Future-Proofing Service Management
04:03 The Importance of Education in Service Management
06:00 Visibility and Career Pathways in Service Management
07:32 The Role of Service Management in Delivering Value
10:03 Consulting Challenges and Real Needs
11:44 Understanding the Bigger Picture
15:00 Reading Between the Lines
19:10 The Role of Human Understanding in Data
21:54 Balancing Data and Human Insight
25:59 Finding the Right Balance in Data Gathering
29:36 Mediating Between Teams and Stakeholders
33:17 Identifying the Need for External Mediation