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Advisory, SIAM Consulting @ Global Travel Retailer

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Advisory, SIAM Consulting @ Global Travel Retailer

Customer Challenge

Our client, one of the largest travel retailers in the Asia Pacific region, faced significant pressure to reduce IT budgets while maximising the value of existing technology investments, outsourced managed service suppliers, and internal capabilities. Compounding the challenge were aggressive timeframes and external changes imposed on the business, which were beyond their control. The client needed a strategic approach to optimise their IT operations, reduce costs, and improve service delivery without compromising quality or efficiency.

Our Role

Australian Sentinel was engaged to conduct an IT organisation review and outsourcing optimisation initiative. Our role was to provide a refreshed strategy to enhance the maturity of their Service Integration and Management (SIAM) capabilities, improve outsourcing effectiveness, and deliver a multi-year transformation plan aligned with their business goals.

Our Approach

Leveraging our Advisory services – Strategy, Discovery, and Recommend, we:

  1. Conducted a Current State and Gap Analysis:
    • Used our right-sized advisory methodology to gain consensus on the problem and assess the current state of IT operations.
    • Identified gaps in service delivery, outsourcing effectiveness, and organisational structure.
  2. Developed Key Recommendations:
    • Provided a suite of actionable recommendations to form the foundation of a multi-year transformation strategy.
  3. Created a Transformation Plan:
    • Broke down the strategy into actionable phases, focusing initially on the Service Desk, SIAM, and Supplier Management Office (SMO).
    • Developed organisational change and communication plans, along with practical tools and artefacts for the client to self-manage during execution.

Outcomes Delivered

  • Enabled an effective, measurable, and rapid organisational restructure aligned with the newly documented multi-year transformation strategy.
  • Reduced the risk of losing key personnel and intellectual property during the initial phases of restructuring.
  • Eliminated supplier duplication and contractual/commercial inefficiencies, resulting in cost savings and improved service delivery.
  • Provided the client with a clear roadmap and tools to sustain the transformation and achieve long-term success.