Development of a new digital, multi-speed operating model

Our client is a well- regarded global consultancy known for its innovative approach to improving business performance and managing risk. Serving a range of industries—including financial services, telecom, manufacturing, and retail—they offer trusted guidance to clients worldwide.

Through services such as business assessments, compliance checks, and leadership training, our client helps organisations optimise operations, ensure regulatory compliance, and pursue long-term success. With over 6,000 specialists globally, our client brings exceptional expertise to help businesses navigate complex compliance, regulatory, and sustainability challenges.

Challenge

After completing a complex separation programme, our client’s newly formed IT function inherited an unclear operating model and associated organisation design. This situation posed several critical challenges for the business and the new Chief Digital and Information Officer (CDIO), including:

• IT unable to meet business commitments – with delivery deadlines and service level agreements often missed, with no clear line of accountability to drive improvements and change, the client’s Board wanted to see significant change and improved clarity in the way the IT function operated
• Unclear digital technology strategy and roadmap – While the IT function had strengths in traditional “run” capabilities, it lacked the necessary skills and capacity in design, innovation, and digital strategy. These capabilities were essential for delivering the organisation’s ambitious digital agenda.
• High levels of staff and contractor attrition – Due to unclear roles and responsibilities, morale within IT was low. Permanent and contractor staff were leaving the organisation, creating additional key personnel risks that needed urgent attention.
• Sub-optimal IT costs – Without a fully designed IT function, there were known overlaps and duplications in responsibilities, both internally and with external suppliers. The Chief Financial Officer was keen to see a reduction in spend.

Solution

Over a period of three months, we worked closely with the CDIO, his leadership team, and the IT People Partner to design and develop a new target operating model and associated organisation design.

As part of developing the new target operating model, we:

• Developed, agreed, and socialised a set of design principles that aligned to the overall business’s strategy and vision.
• Consulted with senior business and IT leaders to identify the opportunities and strengths within the existing operating model.
• Quickly developed and assessed options for the final target state, with a clear line of sight back to the business drivers.
• Facilitated agreement amongst the client’s senior leadership team for a high-level target and interim operating model, and developed an actionable high level plan/roadmap for this.
• Rapidly built out detail around the preferred interim model, including further summary documentation to be used as a communication and socialisation tool.
• Created detailed job descriptions for the interim operating model, including supporting and facilitating the internal grading of the new roles.
• Supported the internal business case for approval.
• Developed a clear plan for next steps – including opportunities for further alignment of the client’s sourcing and commercial strategy to the operating model.

Outcome

Our work provided the client with a clear interim operating model and a roadmap toward a future target model that was:

• Endorsed by leadership: Both the executive committee and IT leadership team supported the new model.
• Digitally focused: The model introduced the digital capabilities needed to support the client’s ambitious digital strategy.
• Cost-optimised and efficient: The multi-speed operating model allowed for dedicated focus on both legacy systems and new digital platforms.
• Ready for implementation: Detailed role descriptions and communication materials prepared the IT function for a smooth transition.

If you would like to speak to one of our industry experts regarding this case study, email contact@masonadvisory.com. Find out more about our services.