People operating model and HCM direction
A unified people operating model and Board-endorsed HCM direction for a diversified Australian group with approximately 1,600 employees.
Read case studyTechnology operations and service governance
- Technology operations
- Service governance
- ServiceNow
I translated technology operating-model design into the roles, service ownership and management routines needed to run it. The work connected internal teams, managed service provider (MSP) arrangements and ServiceNow governance.
Organisational context
A national public-sector organisation with 1,000+ employees and a geographically distributed workforce, changing how technology services were delivered across internal teams and managed service providers.
The challenge
Technology operations needed clear arrangements across service delivery, workplace technology, infrastructure, networks and cloud services. Changes to externally delivered services also required explicit ownership, escalation and operational readiness across organisational and supplier boundaries.
My contribution
I developed operating arrangements across these service areas and translated the model into accountabilities, decision rights, ways of working and management routines. I designed an integrated work system connecting strategy, demand, prioritisation, delivery, governance and closure.
Making the service model usable
I led ServiceNow governance and capability uplift and developed transition and insourcing arrangements covering support ownership, escalation and readiness. I connected change and capability development to the technology programs, while identifying gaps between formal structures and how work was actually governed and delivered.
What the work established
The work produced explicit service boundaries, responsibilities and governance arrangements, supported by operating packs and routines teams could use. The broader operating-model roadmap and capability blueprint were endorsed by senior leadership.
Takeaway
Turning operating-model design into service ownership, accountabilities and management routines.
Facing a similar challenge?
If you need to connect organisational direction with operating models, accountabilities, governance or technology delivery, let's talk about where the work needs attention.
Discuss a similar challengeMore case studies
AI strategy and operating model assurance
Testing whether an AI strategy had the accountability, decision rights and work-management arrangements needed to guide practical delivery in an organisation with 1,000+ employees.
Read case study