In IT projects, we talk endlessly about tools, frameworks, timelines, and efficiency. But the more I’ve seen, the clearer it becomes that none of it really works without trust. Trust is the strategy that keeps a project moving. Without it, you can bring in senior managers, even C-level executives, and still nothing changes; the cracks remain.
With juniors, it’s natural to expect some inefficiency. They’re learning, they’ll stumble, and with guidance, they grow. That’s manageable. But when trust starts slipping with seniors, it’s a different story. At that point, the issue isn’t efficiency anymore; it’s belief. If you’re questioning the intent, competence, or commitment of people who’ve been in the trenches for years, you’re essentially shaking the foundation of the team. Oversight doesn’t solve that. In fact, it often makes things worse.
I’ve seen how this plays out when the people dealing directly with the customer start to feel “we can push more.” Customers will always want more; that’s expected. The real challenge begins when internal teams lose faith in their own delivery colleagues. Instead of managing expectations, they push harder. Suddenly, the delivery team is stuck in defense mode, spending more energy proving they’re working hard than actually moving the project forward. That’s when progress stalls, not because of a lack of skill, but because trust has broken down.
So how do you build it back? It’s not through tighter control or more escalations. Trust is built when leaders choose to assume competence first, instead of assuming failure. It grows when effort is recognized and not brushed aside, even in difficult times. It strengthens when people can speak openly about blockers without fear of being blamed. It shows up when leaders protect their teams from unrealistic demands and educate customers about what’s truly possible. And it’s reinforced in the small things, celebrating small wins, being consistent, and standing by each other when things get tough.
It’s also a two-way street. Teams need to be transparent and accountable so customer-facing colleagues know they can rely on them. Managers need to communicate honestly with both sides, bridging the gap instead of widening it. And customers, too, will trust more when they feel they’re being dealt with honestly and consistently, even if the answer is sometimes “not now.”
In the end, project management is less about timelines and reports and more about creating an environment where people genuinely believe in each other. When trust is strong, juniors learn faster, seniors deliver better, and customers respect boundaries. When trust is weak, no amount of oversight or process will hold the project together.
I know I might sound like an optimist, maybe even like I’m romanticizing something soft and abstract, but after a long career, this is what I’ve come to believe. I used to be a pretty shrewd project manager, convinced that tighter control, sharper processes, and constant follow-up were the only way to get things done. My seniors would talk about trust, and I’d shrug it off. Now, 22 years later, I catch myself saying the exact same thing they once told me. And if a lesson stays with you that long, passed down through experience, then there must be truth in it, don't you think?