Challenge

Client was in delivery stage of Digital Transformation program in Workplace and Cloud areas. The company was faced with lack of management resources for rollout planning and delivery and poor documentation management that led to communication issues between teams, vendors, and partners. No escalation processes, wrong ticket routing, and lack of organization appeared evident causes for operations inefficiencies.

Thus, we needed to:

— Perform a comprehensive analysis identifying gaps and inefficiencies in support operations and vendor management.
— Execute the improvement plan streamlining complex organizational synergies

— Provide key resources in the most relevant roles: Program Management and Operations Management.

Solution

The solution has been set up over 7 months in the following stages.

First, GDC team helped streamline and manage a certain project within the program by working with client's external provider. We started with defining the missing delivery processes and establishing a good documentation baseline.

We organized the client’s database to facilitate required documentation as well as established regular communication with the internal and external stakeholders.

Delivery processes are being redefined. Training programs are being deployed for the teams to engage with the new processes and procedures.

ITIL framework is being enforced.

Results

— Our work improved overall quality of delivery and enabled a faster and more streamlined delivery approach.

— We are providing savings of more than 100K Euro per month through the value we provide to our customer

— By aligning and streamlining global operations, customer has improved proactivity, effectivity and overall operational costing.