Designing the model for building and running digital services.

The challenge

SSE needed a clear way to connect business capabilities to digital services, and to define how those services would be built and run. That meant working out where the platform team’s responsibilities ended and the product teams’ responsibilities began.

My role

I worked on the business capability model, service catalogue and shared responsibility model while at Deloitte. The work connected the business’s needs to a cloud-based operating model that the client was trying to move towards as they continued to modernise their IT platforms.

What I did

• Developed the business capability model to describe what the business needed to be able to do, and the service catalogue to organise the services supporting those capabilities.
• Defined shared responsibility between a platform team providing the foundational infrastructure and product teams building digital capabilities on top.
• Led the design of the operating model around “you build it, you run it”: product teams would take ownership within defined guardrails, supported by the platform team.

What changed

• The business capability model, service catalogue and shared responsibility model were completed before I left Deloitte - this supported a longer term engagement to implement broader operating model change.