Situation

APM Terminals needed a repeatable way to design and land complex technology services—industrial wireless and core IT—across diverse terminals, suppliers and delivery teams.

What we did (decisive moves)

• Built a Service Design & Introduction (SDI) framework with seven Path‑to‑Live gates, embedded in programme governance.
• Created a run‑state TOM by encoding all operational requirements into the NFR library (availability, security, continuity, observability, support model, service hours, cost guardrails) with measurable SAC/TAC.
• Established RACI/RTM, ORR (Go/No‑Go), ELS/Hypercare with exit criteria, and a living risk register for decisioned mitigations.
• Co‑led delivery with product, network and vendor teams (SIAM‑aware), standardising runbooks/SOPs, knowledge and training packages.