Left Shift for IT Operations by reducing cost to serve and introducing lean service management
The Situation
A Spin-off that was utilising its parent Organisation Infrastructure and Operations capabilities for hosting and service management was overpaying for services required for their stage of growth.
The Task
The task I was given was to create a lean Operations function that utlisied Cloud technology and process automation
The Action / Approach
☑ Moved hosting by porting applications to be cloud native running on AWS
☑ In-sourced Service Management function to a team of 3 empowered indviduals who were given the remit to research the best tooling to support clients
☑ Implemented Jira ServiceDesk for Customer ticket management, pager duty for alerting and New Relic for monitoring
☑Created closer collaboration with Engineering to allow for relaxing of over heavy processes
☑ Implemented Lean Service Management process for Change, Release, Incident and Problem Management
The Result
Within 3 months we were able to move our applications to the Cloud and brought Operations in house avoiding an annual Contract renewal of £1.5m. Overall annual saving of £1m
