GLocal services

We tailor Managed Services to enable you to focus on your core business

Today’s IT environments are highly complex, comprising an ever-growing number of systems, vendors, tools and data. Managing this consumes energy and resources of business and IT departments, whose real focus should be on creating business value and driving innovation. Finding the right balance between embracing change in a rapidly evolving world and keeping day-to-day operations running smoothly is a major challenge for CxOs.

Whether your business relies on SAP, Microsoft, Sitecore or OpenText, we offer qualified and experienced experts with in-depth technology and industry knowledge. As your trusted Managed Services partner, we relieve the pressure on the IT department and enable you to focus your efforts on what matters most. We understand your challenges and have built extensive expertise in managing both infrastructure and applications, eliminating the need to invest in experts who can tackle any incident that may occur.

the best way to find yourself is to lose yourself in the service of others

M. Ghandi

From flexibility to agility

We can support you to adjust rapidly to changing market conditions and to fully seize new business opportunities.

Through our services we support our customers in building the flexibility and agility needed to compete and innovate in today’s volatile business environment. Organizations need to grasp opportunities as soon as they arise, impacting the application landscape more rapidly than ever before.The combined expertise of our teams in all layers of the IT landscape allows to flexibly respond to our customers’ changing needs. Building on this flexibility, we help customers to adjust rapidly to changing market conditions and to fully seize new business opportunities.

Convenience drives value

Convenience is key in what we offer to our customers. According to their individual needs, we provide support both in-house and remotely, and can scale up when necessary to add capacity from our global support teams. All of this is accessed through one single point of contact for the customer.

Our one-stop-shop offering applies to our customer’s entire IT environment, independently of the application or infrastructure provider. We strongly believe that companies can only excel in their core business when their applications and infrastructure are managed as a whole.

Business continuity through service excellence

Daikin Europe offers a broad range of products and solutions for industrial, commercial and residential use. The product line is structured around 4 major pillars: heating, air conditioning, applied systems and refrigeration. Delaware manages the SAP applications, including the day-to-day operations, incident handling, problem management, changes requests and consultancy.

Joachim Verplancke, Section Manager IT Development (IT Center EMEA): "We've found in Delaware a solid partner in managing the big volume of SAP IT improvement requests from Daikin business users across Europe. Our collaboration has led to an increased speed of execution through an SLA-based service model but also a cost-competitive offering by GLocal (offshore and local) implementation teams. On a regular basis, we challenge Delaware to continuously improve together with us, taking into account technology innovation, customer needs and economic challenges.”

Your partner in support
The combination of cloud, mobile and analytics has opened up a whole new range of opportunities. However, these new technologies need to be integrated with existing systems to deliver optimal value for the business.

delaware:

safeguards long-term continuity of IT systems,
builds and manages a solidly integrated landscape,
leverages new technologies to create value, both now and in the future.

Our services:

reduce costs and risks
guarantee system availability
manage complexity
help to adopt new technologies

The power of ‘GLocal’

By applying our GLocal approach, we make a real difference, offering tailor-made support based on our customers’ individual needs over time. Our approach combines the best of both worlds: local proximity through on-site support that is integrated with the customer’s team complemented by global resources for increased cost efficiency.

We choose not to have one location delivering all services in different shifts, with a low cost focus, but have developed a clear vision on following our customers, wherever they are located. This approach is complemented with our global delivery centers, each of them focusing on a specific set of competences. They can be involved in the follow the sun chain in a supporting mode, with a positive impact on the cost picture, or they can be fully used as a competence center, in a more factory based approach.

Types of GLocal Services

ITIL certified: ITIL certified resources, processes and tools

24/7: 24/7 contact center and 24/7 follow-the-sun services

A one-stop-shop: We continue to support you after the go-live of the implementation, for both traditional and new technologies

Available resources: Optimal balance between dedicated and shared resources spread over on-site, local and global delivery centers

Customer support organization: Optimal balance between dedicated and shared resources spread over on-site, local and global delivery centers

Dedicated service manager: A dedicated service manager as SPOC

Fully transparent and pragmatic: Fully transparent and pragmatic outsourcing of application and infrastructure services

Long-term partnership: Long-term partnership based on in-depth technology and industry knowledge and globally shared best practices

Official certifications: Official certifications by SAP, Microsoft, OpenText, Sitecore and BT

Service level agreements: Service level agreements

INEOS Olefins and Polymers Europe is operating in a very competitive environment and requires flexible and agile business partners. We found in delaware a very committed partner for both the provision of stable and efficient SAP services and the development of new SAP solutions. All agreed service targets have been successfully delivered by delaware and they continue to consistently create demonstrable business value.

— Fabrice Mio

Interested?

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