In this episode of The Digital Lighthouse, host 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. Zoe and Rachael dive into a challenge every technology leader will recognise. Between the excitement of project kick-off and the celebration of delivery lies an unpredictable and challenging phase that often determines success or failure. Rachael calls this the messy middle. It is the period where unknowns surface, processes expand or falter, and teams must navigate complexity while maintaining momentum. Drawing on her experience across regulated industries and large-scale engineering environments, Rachael explains why tech projects get messy, why process alone cannot fix it, and why the human element always sits at the heart of delivery. She also shares the leadership practices and mindsets that help teams survive and thrive through the toughest parts of a project. Discover Why even well-planned technology projects face a messy delivery phase, and why this is normal How process frameworks like Agile, Lean, and ITIL help. and where they create accidental complexity The dangers of both over-processing and under-processing, and how to find the Goldilocks zone of “just enough” structure Why technology problems are nearly always human problems in disguise How leaders can understand individual strengths and use them to improve delivery outcomes Why continuous communication and simple metrics are critical to spotting real delivery risk early The importance of self-awareness in leadership and how regular reflection helps leaders navigate uncertainty and emotion more effectively