Client Challenge
For a returning client, a telecom infrastructure contractor, the question was how to organise its support functions for the next stage: what sits central, what stays local, and who decides. The management board needed a model detailed enough to implement, not another direction-setting report.
Response
The work ran in three steps: a diagnosis of the current support functions, a detailed target operating model, and alignment with the management board. Two principles guided the design: central, unless there is a clear reason to keep work local; and eliminate before you standardise, automate or apply AI.
Instead of a slide deck, we delivered the operating model as an application: services, processes, role profiles and RACI in one searchable model that the client's own people can check and correct.
Outcomes
The management board received a detailed target operating model and a roll-out plan to decide on. Savings were presented as ranges to support the decision, not as a result.
Because the model lives in an application, it can stay in use after the engagement: as the reference for implementation, and as the starting point for the next change.
