Agile Change Agent and RTE for EVE Programme at Group Enterprise

Programme EVE goal was to transform the way Vodafone provided customer service experience to its Enterprise customers. Building an overlay system, to hide the legacy systems complexity and provide Customer Agents with an end to end view of the customer services. Built on top of ServiceNow and Talend tools,

I lead the transformation from Waterfall to Agile. After IBM recommended, we move to SAFe and I was appointed Release Train Engineer, we re-structured the teams to create 6 Feature teams (Fully cross-functional teams, where each team was able to deliver value independently of the others), we implemented most of the SAFe ceremonies, we recruited the right-minded people and we trained everyone.

Although some pockets of Agile existed across Vodafone, this was the first time that agile and SAFe was being implemented at this scale, with circa 150 people, multi-location, multi-vendor, 2-year Business Transformation programme. Challenges abounded, from basic logistics such as meeting-rooms, stationary, co-location to complex structural challenges such as funding, long funding cycles, waterfall milestones in Business cases, to leadership culture and reward systems.

After more than 2 years, the project was successfully delivered, transferred to BAU, won multiple industry awards, see here, and was regarded as “one of the best programmes in Vodafone ever” by one of the Stakeholder.