Interim Director of Operations – Transformation Manager

Situation

The organization is responsible for managing the applications for its 34 customers (30,000 end users). These applications (similar to ERP applications) are different for each type of customer and hardly have a standardized approach, neither at the process level nor in terms of data.

Pain points:

• The applications are a mixture of “on-premise” and early stages of cloud applications.
• Management is very expensive, not lean, and the skills required to maintain the “old heritage” are hard to find.
• the Center of Excellence is hardly documented, works differently for each type of application, hardly takes the “service-oriented approach” into account

In short: very expensive in terms of capacity utilization.

Challenges/scheduling

The goal is:

1. Restructuring of the organization from “application mgmt” to “service mgmt”.
2. introduce several ecosystems
   • ITSM/SIAM with application outsourcing
   • ERP as a replacement for the existing legacy systems
3. offer the 34 customers a service package to replace the 1001 applications

Planning:

• 2021-2023: Business analysis
• 2023: Preparation of offers for the 34 customers (RFI, RFP, RFQ)
• 2024-2025: BUILD
• Design (with the providers à la Microsoft and others)
• Implementation
• Restructuring of the Center of Excellence (processes, organization, ICT, tooling, governance)
• Provision of the new ecosystems
• Restructuring of the company
• 2026-…: RUN

Sustainable result

the added value of the order:

1. Uniform ecosystems (professional service management, product management, administrative bodies)
2. Work according to SLAs, KPIs within a service framework
3. Reduction of calamities for all ERP services
4. Increasing cost transparency
5. Reduction in operating costs for customers

Conclusion

This order was the subject of

1. many changes to the scope:
   • in business terms
   • Architecture
   • Infrastructure
     Damage limitation: by restructuring teams and providers.
2. suffered from
   • lack of maturity
   • Lack of “noses in the same direction”

In my opinion, a more streamlined approach would have resulted in a shorter delivery time and a much lower stress level.