Andrei Oravetz, Atos Romania: “Leadership comes with a great responsibility, but also with the need to be connected to reality”

“It’s easier to talk about user experience in the IT field compared to other industries, which makes things easy on one hand, but on the other requires a lot of creativity. Up until 2020, we were talking about the classic KPIs and SLAs. Everyone knows about service-level agreements, but it turned out that SLAs don’t mean anything for our people and for the customers as well, because they do not reflect the quality or the added value for the business.

Part of the recent brainstorming we’d had is to come up with XLAs, which means experience-level agreement. Through an XLA we try to capture the end-user experience and design a service based on feedback from the users,” Andrei Oravetz, Head of Digital Workplace, Atos Romania said during People Empowering Business Forum organized by The Diplomat-Bucharest.

“The first customer is actually the team providing the service. If we don’t change the approach and start from the user in defining and tailoring the services, then simply serving the service it doesn’t fly any longer.

Leadership comes with a great deal of responsibility, but it also comes with the need to be connected to reality. Because we might have a good idea, but it could be completely out of purpose for that specific business setup. Diversity brings out of the box ideas.

Hybrid work is not difficult for the IT industry; it’s rather challenging for the manufacturing industry, finance etc. We have the responsibility to build knowledge and grow people from the beginning. Talking about hybrid work, I think we should split it into two clear dimensions: seniors, people than can work autonomously and juniors that need to be in the office to learn to work. Because it’s not about teaching the technical skills, but teamwork. Teamwork is not as easy as it sounds. Teamwork requires effort, requires compromise, requires the understanding of typologies, of various characters. Teamwork requires spending time together.”

Full recording of the conference: