The challenge
Cloud migration crossed multiple functions, but technical discovery, inconsistent handoffs and fragmented ownership made delivery difficult to manage as one process. Customer readiness and functional coordination needed to become part of the same operating model. The assignment focused on understanding the complete account journey and agreeing how work should move between teams.
The contribution
Jeroen led interviews and cross-functional workshops to map the journey, validate root causes and turn improvement ideas into a prioritised programme. He developed the target operating model, readiness gates, RACI responsibilities and shared KPIs. The design clarified technical validation and acceptance criteria at handoffs, connecting individual team responsibilities with the performance of the overall process.
The documented result
The work established a shared migration operating model and a prioritised implementation roadmap. It gave teams a defined structure for readiness, ownership, handoffs and performance review. These were design and mobilisation outputs; a realised numerical improvement in migration performance was not separately reported.
Explore the relevant capability
Operating models & process excellence ↗
Related experience
HR transformation from 120 sites to eight centres ↗
Standardising an Early Access process ↗
Relevant to your organisation?
Discuss how the approach could apply to your own operating challenge.
Discuss a similar challenge ↗