Project and Service Delivery Management - Global Logistics, IT

Client: Global Software Services Company - application software and integration services

Customer: Global provider of Logistics for IT Service Parts

Location: Europe based global rollout with team members in EMEA, Asia Pacific, US

Background:
In this situation our client was in need of someone who could assist on an interim basis providing a mix of Project Management, Service Management and some input into Pre-Sales activities. The project team included service partners and employees spread across the globe providing configuration, deployment, and application support and infrastructure services. Effort in one area of the programme of work was being accelerated by the customer, which meant more structure, control, gate keeping and hand-holding was necessary. Having an existing proven relationship with this client on customer projects across different industry sectors and countries, Deanne was quickly brought on board.

Problem:
The customer was relying on our client to provide subject matter experts across many areas of the solution. The size of the customers’ programme also meant there were a large number of interdependencies. Even though our client was not directly involved in every stream of work these interdependencies needed to be identified, their real impact understood, and documented or assumed timelines and activities challenged and clarified. This all needed to happen in conjunction with service and support for the customers risk mitigation pilot, thorough preparation for the transition into the full-blown global rollout, establishing a relationship with both the customer and project team, and putting in place the necessary structure to deliver against our clients agreed statement of work for the rollout and subsequent ongoing managed services. Our clients’ Programme Director was stretched across the existing programme of work, service delivery management, and future opportunities so also required Deanne’s help with monthly service management reporting and occasional attendance at the Executive review meetings.

Solution:
To be able to come up to speed quickly and to do so remotely was critical for our client as the solution and service were being provided virtually. Deanne supported the Programme Director in the UK and worked closely with the team in India and US via phone conference, email and instant messenger. When working remotely across cultures, languages and time zones Deanne knew effective listening was important so focused on encouraging the entire team, including those from the customer spread across Europe, Malaysia and the US, to further develop this skill. Doing so helped reduce misunderstandings, errors and therefore rework. Additionally the structure and gatekeeper role she provided empowered team members to challenge the status quo, build stronger relationships, and achieve new levels of respect for themselves and others.

Prior to handing over the ongoing delivery of the managed services Deanne’s role and input helped the team successfully deploy in Europe, Asia, and the Pacific, as well as streamlining the transition and handover process between the deployment and ongoing support teams.

Results:
In our clients words, "Deanne is a very strong project manager who has delivered excellent results in challenging circumstances. Her attention to detail and organisational ability are complemented by an ability to relate and manage at all levels within both customer and internal organisations. She was recommended to me by a colleague and I would not hesitate to provide similar recommendation."

Other Comments:
"Deanne is personable, works at the highest levels of integrity and always delivers great results."