Why do technology projects get so messy even when they start with clear plans and enthusiastic teams? And what can leaders do to navigate the chaos in the middle? In this episode, Zoe Cunningham speaks with Rachael Morgan, an experienced Head of Technology. She has worked in different industries from the NHS, betting and gaming, and is currently in finance. They explore the messy middle of tech delivery. Drawing on experience across the NHS, Sky Betting and Gaming, and now Flutter, Rachael explains why delivery challenges rarely come from the technology itself, but from people, process choices, and the complexity of real organisational ecosystems. Rachael shares practical insights from leading six global data engineering teams, including how to strike the right balance of process, how to understand and use individual strengths within a team, and why continuous communication is essential when navigating uncertainty. 🔎 You’ll learn: • What the “messy middle” is and why every technology project encounters it • Why humans, not technology, are the real drivers of delivery success • How process frameworks help, hinder, and grow unintentionally over time • The risks of over-processing and under-processing in regulated environments • How leaders can use metrics and communication to spot real delivery risks early • Why understanding your team and understanding yourself sit at the core of effective leadership • How reflection helps leaders manage emotion, complexity, and decision making 💡 Whether you lead engineering teams, manage digital projects, or work anywhere near technology delivery, this conversation offers practical and thoughtful guidance for handling complexity with confidence. ⸻ Timestamps 00:00 – Introduction 01:11 – Rachael’s career journey through NHS, gaming, and data leadership 03:52 – What the “messy middle” means in tech delivery 07:07 – Why technology is binary but delivery is human 08:47 – Process frameworks, complexity, and making the right choices 11:30 – How much process is “just enough”? 14:18 – Learning from other leaders and industries 20:01 – Is Agile the answer? 21:18 – Humans are messy, and that is a strength 23:56 – Understanding individuals and leadership at scale 24:48 – How to tell normal problems from real project danger 28:11 – Why leaders must understand themselves ⸻ 🎧 Listen to The Digital Lighthouse: Spotify | Apple Podcasts | SoundCloud 🔔 Subscribe for more conversations on leadership, innovation, and the human side of technology. If you enjoyed this episode, please subscribe so you don’t miss upcoming interviews. We’d also appreciate a quick rating and review on Apple Podcasts or Spotify. Your feedback helps us continue improving the show. #TechLeadership #DigitalDelivery #EngineeringManagement #ProjectDelivery #RachaelMorgan #TheDigitalLighthouse #ZoeCunningham #FlutterEntertainment #MessyMiddle #Softwire