A $15B telecommunications, media and professional sports organization in Canada with over 26,000 employees and $30 billion in assets. There was a recent departure of the CIO and 5 of 7 CIO direct reports coupled with the recent hired a new CEO.
Telecommunications, media and professional sports organization
Increasing regulation with government oversight related to poor customer service.
Increasing customer complaints about mobile applications and system availability.
Increasing “churn”, lost customers, and deleted subscriptions on applications.
Shrinking customer base and average product per customer, reducing revenues.
Increasing system outages (CIM – customer impact minutes) caused by poor application quality and unnecessary inter-app dependencies due to tightly coupled integrations.
Initiated an IT Strategy effort to align IT work with business goals.
Assessed outage root cause and included quality improvement initiatives in IT Strategy.
Engaged Enterprise Architecture and Enterprise IT teams to develop a 5-year road map.
Collaborated with internal business leaders to develop clarity, understanding and communications for execution of the IT Strategy.
Developed a Program Portfolio and mapped to Business Strategy Goals.
Engaged with Finance to create ROI and budgets for the IT Strategy project portfolio.
Developed business unit heat map to focus investment on high priority areas.
Identified $250 million in contract improvements to pay for IT Strategy work.
Identified $1.4 billion in savings from the IT Strategy Program Portfolio realignment.
Developed new relationships with Enterprise Architects and IT leaders and built the company’s first IT Strategy, Application Portfolio, and 5-year roadmap.
Identified 45 duplicative applications to “decommission” over 5-year plan.
Identified application enhancements and projects to reduced network outages by 22% by fixing application instability issues and tightly coupled integrations.
Improved launch outcomes of new iPhone, Oracle E-Biz upgrade, and NHL mobile platform with quality oversight and enhancement initiatives.
Defined programs to launch Internet of Things (IoT) and Big Data, AI, and ML Analytics initiatives, driving an increase in revenue of 34%.