Andreas Hajiantoni
Andreas is a motivated leader with experience in retail management, technology operations and digital transformation. Known for his stakeholder engagement, customer service focus and leadership skills, he excels in leveraging technology to deliver business value. Andreas says he “thrives” on developing team members, adapting to new challenges, and transforming team dynamics.
Recent achievements include enhancing IT service levels and implementing innovative solutions like the Tech Bar. Enthusiastic about the future of IT, he embraces new technologies and continuous learning.
What's the most exciting part of your current role?
Helping new team members develop and recognise new skills and life lessons, not just IT skills. I share knowledge and experience from my own journey, recently featured in a career article by SSP. I enjoy helping colleagues learn new things, enabling them to feel proud and self-sufficient rather than always relying on IT to resolve issues, thanks to our shift-left approach. Every day brings a new incident, issue, or challenge, and I love adapting and learning from each one.
Transforming how we work as a team has been incredibly rewarding. A couple of years ago, I reevaluated our approach to service and decided we needed to work smarter. Since then, we've been on a transformational journey to become more customer focused. In the last 12 months we've seen our efforts come to fruition, and the outcomes have been fantastic. I strive to leverage diverse talent pipelines and recruit based on aptitude and attitude. Our biggest focus has been on early career development, and we believe we've set up many young colleagues for a successful journey in IT, starting in our in-house service desk (first line) and second line teams.
What do you consider your greatest IT achievement of the last 12 months?
Changing the perception of the service we provide to our 40,000 colleagues globally. We've improved our response and service by implementing new roles, structures, process and career opportunities.
Additionally, I launched a new Tech Bar at our global head office this year, which has become the go-to place for colleagues seeking instant help, procurement, and training. The Tech Bar is a fantastic space for colleagues and visitors to access support for technical and software issues, as well as to procure any necessary equipment. Colleagues can simply visit the Tech Bar for immediate assistance. This space also provides the IT team with a designated area to stage and fix devices, reducing disruptions in the main office area.
We've equipped the Tech Bar with the latest technology to showcase and assist our colleagues. For those needing more dedicated time, colleagues can book a 15-minute slot using an app developed by our in-house Modern Workplace Product Team using Microsoft PowerApps, for free!
The step change in service levels has been recognised across the department, where I recently picked up the Outstanding Achievement Award for the step change in service delivery in the department.
What's the biggest challenge facing IT leaders today, and how are you tackling it?
Navigating the tech unknown. The future is exciting but requires adapting to new technologies, ways of working, and global issues, including advancements in AI and hybrid working models. Companies must leverage technology to drive profitable sales by integrating new technologies to enhance operations and customer experiences. Systems need to be resilient and adaptive to external factors to continue driving sales despite challenges seen from recent incidents.
To tackle these challenges, I lead my team to embrace new technologies, adapt to hybrid working, focus on resilience and adaptability, drive profitable sales, and prioritise continuous learning and development. This ensures our IT teams are updated with the latest trends and skills, equipping them to handle new challenges and opportunities effectively.
Recently, I showcased our daily operations by inviting CEO Patrick Coveney to spend an afternoon on the phones, taking calls from our units. This helped him understand how we use technology to drive sales and deliver for our customers. It's crucial for the business to recognise the importance of IT, and this was a great opportunity to highlight it.
What piece of technology could you not live without, and why?
My StreamDeck. While AI continues to evolve and offer incredible support, the StreamDeck remains my personal support tool, customised to make my work life quicker and more responsive. It's an excellent accessibility tool that I use every day.
The StreamDeck allows me to create shortcuts for various tasks, significantly enhancing my productivity. For instance, I have shortcuts for screen snipping, adjusting my lights, answering Teams calls, and sending prewritten messages to a set group about an incoming incident. These shortcuts streamline my workflow and save valuable time, allowing me to focus on more critical tasks. I have tailored it to my specific needs, making it a tool I can't live without! Whether it's managing my workspace environment or communicating efficiently with my team, the StreamDeck ensures that I can perform these actions seamlessly and with minimal effort.
The StreamDeck is more than just a tool; it's a vital component of my work setup that enhances my efficiency and responsiveness, making it something I couldn't live without. It's not just for music producers or gamers!
What excites you most about the future of IT?
Its transformative potential and innovative possibilities. As we shift towards more agile, efficient, and customer-centric approaches, it's not just about technology but also changing mindsets and processes to better serve our customers. The rapid pace of advancements in AI and machine learning promises to revolutionise our work, lives and interactions, with endless possibilities and significant impacts across industries.
Connectivity enhancements have come a long way, and the future looks even more promising with faster, more reliable internet access. This will enable seamless communication, remote work, and the flourishing of IoT, connecting devices and systems like never before. Integrating AI into business processes enhances efficiency, security, and innovation, making the ability to quickly adapt and integrate new technologies a game-changer for businesses.
Moreover, the emergence of future IT leaders is inspiring. These individuals bring fresh perspectives, innovative ideas, and a passion for technology, which is important we support them on this journey, which I am proud of my team for championing.
What’s the strangest job you’ve ever had?
During the COVID-19 pandemic, I had the unique task of training head office colleagues, who were new to working from home and using tools such as Microsoft Teams. With just one day to prepare, I developed a training programme, organised remote access for over 300 colleagues, and conducted virtual sessions to teach them how to join meetings, share screens, and use chat and collaboration features. The learning curve was steep, but it was rewarding to see everyone become more confident with the technology.
I also provided tips on working from home, emphasising breaks, setting boundaries, and staying connected. This experience required patience, adaptability, and creativity, but it ultimately helped the team's transition smoothly to remote work and enabled the business to adapt to hybrid working which continues today.
If you could instantly master one new skill, what would it be?
Although I love technology and am surrounded by it 24/7, it's important for me to switch off and learn something outside of my comfort zone. Having two daughters means there are a few skills I need to learn, and one of the simplest is how to plait their hair! Despite countless attempts, I haven't made much progress on this yet, which my daughters and wife like to remind me about!