Coles has managed complex operations in IT infrastructure support and in high-technology companies. He has a thorough knowledge of technology, service management frameworks, and technical support operations. His transformational knowledge has also been used to change operations in both the private and public sectors.
Coles credits his success to four main competencies to developing people and operations:
- Developing Staff: Using the A3 thinking process to create a climate of exploration, fail-safe experimentation, and leadership
- Behavioural Change: Coaching and mentoring staff to change thought processes and embedded mindsets to achieve organisational cultural change.
- Adaptive Lean Principles: Helping clients to identify and evaluate the value they provide to customers and stakeholders, while enabling staff to focus on work improvement and innovation.
- Organisational Development: Working with client teams to create enterprise-wide customer value governance systems.
In addition, Rupert is an ITIL and Prince2 certified practitioner.