Malcolm D’Souza, VP Enterprise Technical Services, Paradies Lagardère
I’m an IT executive with over 30 years of experience across sectors including government, financial institutions, and grocery retail. With broad management and technical expertise, I’ve held multiple positions in IT, each with increasing scope and responsibility.
I hold a Master’s degree in Management Information Systems from Boston University and a Bachelor’s degree in Business Administration from Oklahoma State University. I also maintain certifications in Project Management (PMP), ITIL (Foundation), and Enterprise Architecture (TOGAF Certified). My areas of focus include Project Management, Executive Management, Infrastructure Support, Vendor Negotiations, and Enterprise Architecture.
In this article, I’d like to share leadership lessons that I’ve learned over the years—specifically how listening, building trust, and fostering transparency can reshape team dynamics and performance, especially in today’s rapidly evolving enterprise landscape.
A Transformational Shift
Recently, I made a significant life decision: I left a 30-year career where I had grown from a technical professional into an executive leadership role. Why would I give up something I worked so hard to achieve? The answer lies in purpose and growth. I realized I had more to offer and needed a space that valued my contributions.
Fresh out of college, I envisioned a career in a software company or consulting firm. After a few early career shifts, I found my place in an unexpected industry: grocery retail. Despite the surprise, I found it incredibly fulfilling. I could see the direct impact of my work on both employees and customers. As the years passed, I took on increasing responsibilities and eventually oversaw IT for a large organization.
True leadership is rooted in listening, building trust, and empowering teams. When people feel valued and heard, they’re inspired to bring their best every single day 
Along the way, I was fortunate to receive valuable feedback from mentors. Although some of that feedback was tough, it helped shape the leader I am today. I still find myself pausing and asking, “What would they do in this situation?” Feedback is essential for leadership development. While it’s important to remain open, respect is the foundation. Words matter. Actions matter even more.
As the company expanded, I rotated through departments and broadened my experience. However, despite performing well, I began to feel unseen and underutilized. I knew I was capable of more, and despite my achievements, recognition and new challenges were not coming. The spark began to fade. Eventually, I made the difficult decision to move on.
A New Chapter
I joined a smaller company in the travel retail space. This move felt like a chance to reach the self-actualization stage of Maslow’s Hierarchy. I inherited a team with a negative perception and low morale. They operated in silos and lacked collaboration. While I had ideas for change, I knew my success would depend on their success. Leadership isn’t about the leader. It’s about the people you lead. Without team support, even the most experienced leaders will fail.
Failure to connect with your team leads to disengagement, low morale, and ultimately, the loss of good talent. I knew I needed to try a different approach. Here are the strategies that helped me transform my team:
1. Take Time Before Implementing Change
Change shouldn’t start on day one. While existing workflows may not be optimal, they still bring value. Observe, understand, and identify opportunities for gradual improvement. Change is uncomfortable and requires time. Introduce new ways of working slowly and with care, keeping context in mind.
2. Build Genuine Trust
Get to know your team as individuals. They are more than their roles. Discover their interests, motivations, and passions. Establish emotional connections. Share who you are beyond the job title. Vulnerability breeds authenticity, and authenticity builds trust.
3. Foster Honest Communication
One of the first things I did was set a ground rule: open and honest two-way communication. I promised that no matter what challenges they faced, I would help them work through it. Initially, there was skepticism. But over time, trust grew. People began sharing more openly. Some remained cautious, but most started to take me at my word because I consistently showed fairness and transparency
4. Set Clear Expectations
Define success clearly. Be the coach. Communicate performance boundaries and the end goal, then step back. Let the team operate in their zone of expertise. They were hired for a reason. Trust in their capabilities, and let them show you what they can achieve. When expectations are clear, accountability becomes a shared value, not a burden.
5. Embrace Servant Leadership
There’s no one-size-fits-all model for servant leadership. In my case, it meant setting aside titles and becoming part of the team. I acknowledged that I didn’t have all the answers. Instead, I encouraged the team to develop solutions. My role was to ensure those solutions aligned with company policies and performance expectations.
6. Be Authentic Always
Authenticity is critical. Anything less results in mistrust. Follow through on your commitments to your team and stakeholders. They need to know they can count on you. Be open in your actions and transparent in your communication. Your behavior sets the tone. Teams mirror their leaders in how they respond to pressure, communicate, and interact.
Today, my team is collaborative, creative, and respected. They’ve earned the trust of our business partners and are delivering meaningful results. I’m proud of what we’ve accomplished together—and how far we’ve come from where we started.
Even after three decades in the industry, I continue to learn from my peers and team members. Leadership isn’t a destination— it’s a continuous journey. I’ll know I’ve reached the pinnacle when I see those I’ve mentored step confidently into leadership themselves, knowing I played a small part in their growth.