IT management requires a focus on the business and its customers

Whitbread IT director Ben Wishart

IT and business process outsourcing is changing the focus of Whitbread’s technology team.

International expansion was another driver of a restructuring that led to IT and logistics director Ben Wishart moving into the position of international and IT director, where he is expected to spend most of his time on business-related activities.

Responsibility for the 100-strong IT function at the hospitality firm will still be part of Wishart’s job, but through an IT and change director reporting to him. The team is responsible for developing tools that are central to the firm’s competitiveness, such as the web, as well as managing IT suppliers.

Developing and motivating the IT department, ­ a function that in many firms is not seen as an integral component of business growth, ­ is one of the main challenges that IT leaders face, according to Wishart.

“We are in a privileged place, as the chief executive and brand managing directors are focused on IT. We get a lot of positive interaction, but as IT leaders we have to present [technology] in ways that relate to how they do their jobs, which is a challenge,” he said.

“Without an understanding of the customer and how the organisation interacts with them, IT professionals won’t stand a chance in improving the business ­ which is exactly why they are there, to help the company grow and be more productive.”

Wishart’s advice to IT professionals is to get a good balance between hard and soft skills, as well as building an understanding of business needs.

“To really shine, IT people need to develop their impact through either a demonstration of their business knowledge and their drive to improve it or the ability to influence or communicate with people. Treat this very seriously, b ecause it is fundamental,” he said.

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Tomorrow's IT Leaders

As part of Computing's Tomorrow's IT Leaders campaign, we talk to the UK's top chief information officers (CIOs) to find out their views on the role of IT leaders and how this will change in the post-recessionary world.

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