“It doesn’t take much for a harmony to go wrong – One note is all it takes. Similarly, if one small aspect of our entire Service Delivery workflow is off, it will throw everything else off as well.”
Meet Paul LeoGrande, Director, Service Delivery/Partner Support. Paul’s unique take on organizational efficiency and the importance of processes keeps OS33’s Service Delivery team running like a well-oiled machine.
Having graduated with a degree in Music Education, music has been an integral part of Paul’s life. As a trained classical performance musician, Paul actively taught music and also implemented youth programs for the local community.
“Classical performance taught me a lot about attention to detail. Even though music is art, there are aspects that are very constrictive and require great attention to detail. It’s not always about the individual expressing themselves – it’s about portraying the right message at the right time, and that directly relates to how our team operates” said Paul.
The Service Delivery team at OS33 bears a heavy load, being at the forefront of supporting Workplace customers. As hundreds of customer inquiries and requests are received each day, a solid process has to be in place to ensure no tickets are missed, and that all known issues can are quickly surfaced and resolved.
On how classical performance concepts translate into running a team, Paul explained, “The foundations have to be really rigid. You need to know the rules and how things must be done, only then can you take that and build on it.”
“A lot of our daily work relates to musical rudiments/scales. It’s always about consistency and making sure day-to-day numbers are where they need to be. Small adjustments will be made for big gains,” said Paul.
“I like to take a step back and identify ONE thing that can be improved, and then I’ll spend the next month to focus on fixing that one thing with the team. Once that has been completed, we’ll move on to fix the next thing, and so forth. It’s important to make sure everyone is listening and communicating with each other. Getting people to buy-in to the change and pushing through with the change are what I enjoy about my job.”
That means Paul constantly has to think on his feet and be willing to get his hands dirty if that’s what it takes to get things done.
“If something needs to get done, it gets done. I try to lead by example, and I do everything from clearing out boxes in the hallway to writing new processes to make things better for our customers. I don’t feel that anyone is too high up or gets paid too much to get things done for all of us to achieve the common goal,” said Paul.
Lucky for Paul, he works with a team of people who trust him implicitly and share his passion for teamwork.
“This is the strongest team I’ve ever worked with. They’re very customer-oriented and always willing to change, and that makes change happen quickly,” said Paul. “I believe it’s never about you, it’s about your team. If you want to succeed, you have to help your team succeed because we all have the same goal.”
“You can only get what you give, so if you’re not passionate about what you do here, it will be difficult for clients to feel passionate as well. Our technology is a tool that helps our customers work efficiently and in a compliant way, but it’s really our customer experience that differentiates us from other companies. It’s about how our customers feel when they talk to us and what they take away from every interaction. We are different because we DO care,” said Paul.
At the end of the day, camaraderie is a big part of the Service Delivery team’s success.
“We spend more time with our co-workers than with our families, and it’s not good for us or the company if we don’t love what we do. We owe more to ourselves than to sit at a desk doing something that we hate. Luckily, I’m surrounded by people who are very passionate about what they do and who want to do the best they can,” said Paul.
Through it all, Paul continues to write and produce electronic music while playing in a few bands. He also teaches Yoga and partakes in iPhone photography in his spare time.
We have several positions available on the Service Delivery team. Please visit our careers page for more information.