Below is a proposed operating model for the IT Team, translating the shared services structure into a cohesive framework for delivering stable operations, continuous improvement, and agile-driven project execution. This operating model outlines how the team will provide value to the three companies, what processes and governance structures will be in place, and how the team will continuously adapt to changing business needs.
Operating Model Overview
Objective:
To deliver efficient, reliable IT services and data-driven solutions to the three companies, leveraging an agile approach to prioritize work, ensure stakeholder satisfaction, and achieve continuous improvement.
Key Principles:
- Customer-Centric Services: Deliver IT services aligned with business priorities and user needs.
- Agile Delivery: Use iterative planning, regular feedback loops, and continuous improvement to adapt quickly to changing requirements.
- Operational Excellence: Maintain stable, secure, and scalable IT operations through clear processes, defined SLAs, and proactive maintenance.
- Data-Driven Decision Making: Provide accurate and timely data analytics and insights to inform business decisions.
- Scalable Resource Allocation: Use contract-based experts for niche projects to efficiently manage resource demands without long-term overhead.
Governance and Decision-Making
Roles and Responsibilities in Governance:
- Director of IT:
- Defines strategic IT roadmaps and budgets.
- Approves major initiatives, sets long-term priorities, and manages relationships with company executives.
- Solutions Architect:
- Guides technical standards, architectural decisions, and technology stack evolution.
- Ensures solutions align with strategic direction and are scalable and secure.
- Agile Project Manager (APM):
- Facilitates backlog prioritization sessions with stakeholders from each company.
- Runs agile ceremonies (stand-ups, sprint planning, retrospectives), ensuring transparency and alignment.
- Coordinates with the Director of IT for strategic input and with the IT Operations Supervisor for scheduling operational tasks alongside projects.
- IT Operations Supervisor:
- Manages day-to-day operational governance, including SLA tracking, incident response quality, and vendor relationships for operational tools.
- Works with APM to balance operational and project-related workloads.
Steering Committees & Meetings:
- Quarterly Strategy Review (Director of IT + Stakeholders):
- Validate alignment of the IT roadmap with business goals.
- Approve funding and large-scale initiatives.