Organization Design: Case Study 5

Transformation of 1,800 person IT organization.

Wireless phone company serving 20 million customers

New CIO took over IT department of 1,800 people with $2 billion capital spend.
Unclear roles and responsibilities.
Shadow IT rampant.
Governance lacking, and lack of standard processes including SDLC, agile development, and project management.
Significant leadership gaps at top three levels.
Low employee and internal customer survey results.

Created model of the as-is organization.
Reorganized structure to group like responsibilities and provide end-to-end transparency and accountability.
Assisted in selection and on boarding of new leaders.
Developed long term business and organizational strategy, including right-sourcing plan.
Built transformation plan and timeline and assisted with implementation.

Senior leadership team 'on the same page' and leading an organization that knows where it is going in the future.
New business liaison function has significantly improved internal customer relationships and reduced need for shadow IT.
Internal customer satisfaction improved dramatically.
Outages and turnaround times have declined.
Major elements of the department were outsourced, resulting in cost reduction and improved performance.
Process discipline and governance instilled.