TotalEnergies - Proximity IT Support
Providing effective, innovative and progressive proximity IT support services across TotalEnergies' UK assets and supporting functions
High Level Scope
- Delivery of effective, innovative and progressive proximity IT support services across TotalEnergies UK assets and supporting functions
- ITIL process alignment
- Continual Service Improvement framework establishment and delivery
- Project services and personnel
- Affiliate project office support at various locations throughout London
- Transfer from incumbent provider
Key Challenges
Key Challenges:
- UK moving to COVID-19 lockdown during the Transition phase
- Client apprehension with changing the incumbent provider after a twenty year tenure
Highlights
- Service continuity and knowledge retention despite the challenges of COVID-19 lockdown and a change of supplier
- Immediate service optimisations, leading to improved delivery and efficiencies
- Leveraging the flexibility of the service model to add additional service lines (e.g. Applications Support)
Key Metrics
- Highly compressed transition timeline; 3 weeks from award to go-live
- 5 year contractual commitment
- 50% reduction in team size, compared with incumbent
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