Transforming IT support operations for global technology company

Key challenges
  • > Inability of IT function to keep pace with rapid business growth

  • > Unable to provide global “around the clock support” to critical business functions

Key outcomes
  • > Global IT Support and Platform Operations transitioned to new providers

  • > Innovative commercial approach encouraging “win-win” ways of working

  • > Scalable global operating model designed to accommodate rapid geographic expansion


The challenge

> Our client, a global technology firm, was growing at a rate of approximately 20% year on year.

> Business stakeholders felt that the IT department had been too focused on accommodating growth whilst maintaining service quality and thus innovation had suffered as a result. To address this, the client embarked upon a significant outsourcing initiative.

> With a lack of experience in IT sourcing and a formalised commercial approach, the IT department found themselves struggling to make progress, whilst cost and stakeholder frustration began to mount.


How we helped

> As independent, trusted advisors, DMW worked alongside the client’s operational and commercial teams, to determine and document a comprehensive set of current challenges and requirements.

> Building upon years of experience on client and supplier side, we authored tender documentation and managed the subsequent negotiations, commercial processes and transition to suppliers within tight timelines.


The results

> Target services were successfully transitioned to a new suite of suppliers and a new operating model.

> For the first time, the business had a truly global IT service, capable of servicing its needs around the clock at all locations, whilst driving innovation and best practice.