Your return isn't matching the business case
If any of these sound familiar, you're not alone:
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Teams are still running manual workarounds alongside the new system
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Reporting exists but nobody fully trusts the numbers
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Operating costs keep climbing without a clear picture of why
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There's no internal ownership of how the platform is used and maintained
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The old systems were supposed to be decommissioned, and they're still running
The great thing about platforms is the flexibility they offer. But that flexibility means there are many decisions and ways of working to get right, and delivery projects can lose sight of that because the technology becomes the focus. What you're left with is a gap in the operating model: how the platform is owned, how it connects to how your teams actually work, and how you measure whether it's delivering.
How we diagnose and fix underperforming platforms
Align
We start by understanding the vision. What was this technology supposed to enable, and does everyone involved share the same picture of what success looks like? Getting alignment on that is the foundation for everything that follows.
Discover
From there, we move into data and discovery: what the technology is actually doing, what it's costing, how it's being used operationally, and where the gaps are between the current state and where the business needs to be.
Design and deliver
With that picture in place, we work together to design the operating model, ways of working, processes, and ownership structures that connect the technology to the business. We use frameworks like ITIL and Agile where they're the right fit, and tools like Power BI to build the reporting and visibility that make ongoing decisions possible.
Results from real engagements
Global energy company, eCommerce platform
Investigated and fixed a failing digital ordering platform across 500+ retail locations. Led a total cost of ownership evaluation and delivery of a new reusable platform. Transformation programme led to Operating costs reduced by 50%, with 15% year-on-year sales growth in the first region.
Global Energy Company, Retail Data Platform
Designed and delivered the operating model for a cloud-native data platform serving thousands of retail sites globally. Unified ways of working across 350+ staff spanning two external service providers and internal teams.
NHS Scotland,
IT Service Operations
Stood up a Service Management Office aligned to ITIL 4 principles for NHS National Shared Services, including ServiceNow and CMDB reconfiguration. In parallel, designed two target operating models for national cloud-first services across 15 Scottish health boards.
University of Edinburgh, Data Services
Led the enterprise-wide Power BI rollout and redesigned the data services operating model. Achieved a 30% reduction in Power BI licensing costs through process improvements.
Common Questions for Digital Operations & Transformation
What is a platform operating model and why does it matter?
A platform operating model is the structure that determines whether a technology platform delivers value or not. It covers governance, ownership, ways of working, and how teams across the organisation adopt and use the platform. Without it, platforms fragment, adoption stalls, and the investment doesn't scale. We design operating models for platforms including Power BI, ServiceNow, and bespoke internal systems.
What size of organisation do you work with?
We work with established mid-size and enterprise organisations, typically those that have already invested in technology platforms and need help getting the return from them. Our clients tend to have existing teams, systems, and budgets, and the challenge is usually making those work better together.
What do we need in place before we start?
You don't need everything figured out before we begin. What helps is having an internal sponsor who can make decisions, access to the platforms and systems in question, and a willingness to look honestly at what's working and what isn't. If you're not sure whether you're ready, that's usually a good starting point for a conversation.
Do you just implement ITIL?
No. We use ITIL where it's the right fit, particularly for IT service management and governance, but we're not an ITIL implementation firm. Our focus is on designing the operating model that works for your organisation, using whatever frameworks and approaches make sense for your situation. Sometimes that includes ITIL, sometimes it doesn't.
Do you work remotely with UK and US clients?
Yes. Most work is delivered remotely, which means we work effectively with globally distributed teams. We have experience working with teams across the UK, Australia, India, and the US. Sessions are scheduled around your time zone, and we make sure everything from reports to processes are documented within the platforms themselves, so knowledge stays accessible to your team long after handover.
