The business focused technology consultancy

IT Service Operations

Optimising your IT Service Operating Model

Enhancing how your IT function adds value in the right areas.  Whether it’s driving tactical cost efficiency, optimising service desk performance, introducing DevOps, developing demand and capacity models or improving customer experience, we can help.

Start talking to us to start planning

Case Study

TNT’s IT organisation reshaped to support the company’s planned growth and ongoing sourcing strategy.

The Challenge

TNT’s IT organisation needed to be reshaped to support the company’s planned growth and ongoing sourcing strategy. TNT opted to restructure based on a change in operating model from being based on supply, to being based on demand, and the initial phase of transformation focused on the supply team, separating out strategy, design, build and run activities.

TNT Express is an international courier delivery services company and now a subsidiary of FedEx. The firm, headquartered in the Netherlands, has fully owned operations in 61 countries, and provides door-to-door shipping of documents, parcels and pieces of freight to over two hundred countries worldwide.

The Challenge

TNT’s IT organisation needed to be reshaped to support the company’s planned growth and ongoing sourcing strategy. TNT opted to restructure based on a change in operating model from being based on supply, to being based on demand, and the initial phase of transformation focused on the supply team, separating out strategy, design, build and run activities.

The Solution

Leading Resolutions initiated and led a change programme to optimise the people, process and technology capabilities of TNT Express by designing and delivering a new Target Operating Model.

This included providing subject matter expertise in five key work streams:

1
Commercial
2
Applications infrastructure
3
Technology infrastructure
4
Organisation structure
5
Service management
The Results

Throughout, the Leading Resolutions team had to carefully consider the impact of change on geographic locations, size of operations and cultural differences, while looking at individual sites to understand local resources and demands.

Crucially, the transformation process saw no interruption in TNT’s ability to deliver high quality services to the business. Head of Service Operations Carol Apperley from Leading Resolutions commented:

On the contrary, immediate gains included clearer accountability in service delivery and the ability to manage suppliers far more effectively.

TNT Express could maintain its focus on ‘in-flight projects’ whilst restructuring the organisation to better manage demand versus supply.
The leadership, energy and innovation Leading Resolutions brings to the table is refreshing. The company’s practical and pragmatic approach, and constant focus on delivering quality results, accelerated significant improvement in our service management function and set the organisation up for continued success.
Jason Parkhouse
Global IT Operations Director, TNT Express
You may also like

JLT: Employee Benefits System Integration

Using digital technologies to optimise IT service effectiveness.

  • Sector
    • Private Sector