Case Study

Financial Services: Cloud Operating Model

Maturing the Cloud Operating Model to improve delivery efficiency and the Customer Experience.​​

At a Glance

DigiRen helped a global financial services firm mature its Cloud Operating Model to improve delivery efficiency and customer experience. By embedding a specialist team and engaging stakeholders across the business, DigiRen delivered a sequenced roadmap of 26 recommendations, defined 7 key products for upcoming projects, and identified 55 service owners—laying the foundation for scalable, cloud-first operations.

7
Products defined for success of imminent major projects.​​
26
Recommendations sequenced across 3 horizons.​​
55
Inbound Fujitsu Service owners identified and endorsed​

Challenge

Our client is an ASX-listed, Global investment fund and trustee group providing financial services to Australians since 1886. In 2020 the client commenced their Cloud Journey via a rapid “lift and shift” to the Cloud with the express outcomes of reducing complexity, risk, costs and ability to scale across their IT estate. While 95% of the client's technology now resides in Cloud, it's immature. This overall immaturity in Cloud has manifested itself through a series of challenges, namely:​​

  • Cloud is managed and operated as “another Data Centre”, limiting benefits available to a “Cloud First” organisation.​​
  • Roles and responsibilities are unclear across technology and the wider organization, creating delivery friction and necessitating multiple lengthy ticket requests.​
  • The breadth of products and services available to the business are limited and require a high degree of manual intervention.​​
  • Multiple, conflicting projects and priorities are driving reactivity, project delays and impeding the ability to and invest in reusable products / platform improvements.​

Given these challenges, and the imminent commencement of multiple, major technology projects, the client identified the need for a step change improvement to their Cloud Operating Model and Service maturity.​

The challenge for DigiRen

To drive the change in their Cloud Operating Model and Service maturity by support thinking and decision making across the siloed delivery teams.


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Approach

Having previously stalled in their attempt to uplift their Operating Model maturity, the client sought DigiRen’s specialist support to guide thinking and drive decision making across their siloed delivery teams.

To this end, DigiRen integrated a pod of three highly experienced team members consisting of a Delivery Lead and two Cloud Operating Model SMEs who:​​

  1. Delivered a transparent and highly collaborative project consisting of 2 workstreams delivered over a series of 10 weeks.​​
  2. Provided DigiRen accelerators, IP and previous experience to provide an expert lens tailored to the client's use case.​​
  3. Collaboratively engaged 18 technology representatives to assess the current state, define the “Customer Experience Journey” and assist in developing a target state roadmap.​

Outcomes

Supported by strong executive sponsorship, DigiRen collaborated with customer stakeholders to drive the development of the uplifted target state Cloud Operating Model and the activities required to reach it. A specific focus on Horizon One and the immediate activities required was also developed to ensure the success of imminent major projects, whilst establishing the foundations for future improvement.​​

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