Case Study

National Retailer: Cloud Platform Operating Model

Uplifting the Cloud Platform Team to deliver a consumer-driven cloud experience.

At a Glance

A major Australian retail chain struggled with a cloud platform operating model designed for traditional IT, which slowed application teams and frustrated users. DigiRen helped by embedding a consumer-centric cloud operating model, introducing a product-first mindset, and building a Cloud Business Office.

30%
estimated reduction​ in cost of operation
13
days reduction in​ server provisioning​
50%
Reduction in deployment times​

Challenge

Our client is an iconic Australian-based chain of affordable retail stores. The company operates more than 200 stores across Australia and New Zealand and has around 30,000 employees. ​

Like many enterprises, the retail Group needed to improve its ability to respond to changing market demands. The group recognised it could meet this need by providing its application teams with the tools they needed to get their work done quickly via a well-implemented cloud services platform. However during implementation, the Group found that while the cloud platform provided application teams with the tools they needed, these teams could not develop at speed because they were burdened with an operating model defined for a traditional IT environment. The platform itself was hidden behind layers of process, people, and operational and security restrictions. In short, the platform was difficult to use, and the application teams were frustrated.

The challenge for DigiRen

To improve the consumer experience with the Group’s cloud services platform by embedding a consumer-centric Operating Model. ​

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Approach

An understanding of the challenges by investigating the current state of the cloud team, exploring the needs of the application teams and clarifying the broader organisation goals. ​

Propose key strategic initiatives to address differing needs for the cloud teams with their consumers being both traditional IT and cloud-native teams: ​

  1. Kick starting implementation of the cloud platform designed to empower teams and drive innovation. DigiRen provided architecture and operations integration resources to develop the platform architecture and map integration points with 3rd party services, ​
  2. Establishing a Cloud Business Office to redefine cloud services delivery, filled with DigiRen resources in the interim, whilst internal teams were upskilled ​
  3. Application of a product development mindset using methodologies such as LEAN, Human Centered Design, Agile Delivery & DevOps. ​
  4. Mapping a migration pathway with technical steps, operational processes to smoothen transition, a change program and a training program. DigiRen provided resources to run the training program and build the processes IT teams would need to operate their application in the cloud. ​

Outcomes

In working side by side with client teams, DigiRen uplifted their internal capabilities and introduced an innovative cloud operating model that meets the needs of the business by:​

  • Driving a product-first mindset within the cloud team to address application team needs;​
  • Building organisational capacity to define, design and implement cloud platform features;​
  • Defining a migration plan for traditional IT teams so they could take advantage of cloud services as they migrated their applications to the cloud; and,​
  • Uplifting traditional operational processes, including access management, incident management and change management so that traditional IT applications could be operated in the cloud.​

The clients platform team is now a trusted service provider to the application teams, and the new platform, processes and capabilities are driving better business outcomes. ​


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