Stabilising Operations and Improving Delivery Velocity of a UK Retail Bank

A UK-based retail and commercial bank operating under a relationship-banking model, with a strong focus on customer service and community engagement. To support this service-led model, the bank relies on a complex hybrid technology estate spanning core banking, payments, identity, CRM, digital channels, and cloud-native platforms.

Challenge: A High-Risk Transition With No Room for Service Disruption

The bank needed to transition its Infrastructure and Environment Management function from a mix of on-shore permanent staff and off-shore subcontractors to a fully managed offshore delivery model — without slowing down delivery or impacting business operations.

Several challenges amplified the risk:

Compressed Transition Timeline (<3 Months)
- The accelerated schedule left little room for structured handover or knowledge transfer.
- At service cut-over, when incumbents exited, there was a significant risk of losing critical operational knowledge.
Complex, Organic Technology Landscape
- Hybrid on-prem and cloud environment
- Architecture evolved organically over years
- Limited documentation and fragmented design standards
- Deep technical knowledge held by individuals rather than the organisation
Business Impact Exposure
- Critical change initiatives — some already a year behind schedule — were at risk of further delay. The consequences included:
  - Multi-million-pound regulatory penalties
  - Missed growth targets
  - Inability to support new commercial lending and mortgage propositions

The bank needed a partner who could stabilise operations rapidly, maintain delivery cadence, and rebuild capability without disrupting customer-facing services.

Solution: Stabilise → Operate → Transfer

Simplex Services delivered a structured transition and stabilisation programme designed to protect business continuity while improving operational performance.

Rapid Capability Assessment & Gap Closure
- Conducted an accelerated evaluation of skills, processes, and delivery gaps
- Deployed experienced engineers and architects into interim roles to plug immediate risks
- Established clear ownership, accountability, and escalation paths
Stabilised Operations With a New Managed Service Model
- Implemented a stabilise‑operate‑transfer framework
- Streamlined the operating model with a focus on:
  - Knowledge sharing
  - Eliminating single‑person dependencies
  - Improving documentation and design standards
- Ensured continuity of service during and after cut‑over
Maintained — and Then Improved — Delivery Velocity
- Despite the high‑risk transition, delivery cadence was preserved in the first quarter and then improved quarter‑on‑quarter.
- Key achievements included:
  - Three critical initiatives delivered, avoiding ~£1.2M per quarter in regulatory penalties
  - Supported the launch of new commercial lending and specialist mortgage propositions
  - Enabled 40% quarter‑on‑quarter growth in business change throughput
- Built a Scalable, Automation‑Ready Operating Model
  - Introduced DevOps‑driven self‑service capabilities for development teams
  - Streamlined processes and automated repetitive tasks
  - Reduced 5 FTE through efficiency gains while demand increased by 40% compared to the previous two years

Outcome: A Stable, Efficient, and Future-Ready Technology Function

The engagement delivered measurable operational and financial benefits:

Successful Transition With Zero Service Disruption
- The bank moved to a fully managed offshore delivery model within the compressed timeline.
Improved Delivery Velocity & Business Agility
- Critical initiatives were unblocked, enabling growth and avoiding regulatory penalties.
Significant Cost Efficiencies
- In‑year savings contributed to improved external ratings (Moody’s, S&P).
Stronger, More Scalable Operating Model
- Automation, DevOps pipelines, and streamlined processes reduced manual effort and improved flow.
Reduced Key‑Person Risk
- Knowledge was institutionalised, and dependencies on individual SMEs were eliminated.

The bank now operates with a more resilient, efficient, and scalable technology function — positioned to support future digital and commercial growth.

Infrastructure Modernisation

Technology Stack

Core Banking & Customer Platforms: Temenos (core banking), DPR (mortgages), Backbase (commercial banking)
Integration & Messaging: IBM IIB and MQ, Apigee API Gateway, Kafka for microservices, Kong Gateway
Identity & Security: Transmit, 4Tress, ForgeRock (Ping)
Containers & Cloud‑Native: Docker, Kubernetes, Podman
CRM & Customer Engagement: Microsoft Dynamics
Data & Databases: Oracle, MS SQL (with SSIS), GoldenGate (replication), Delphix (data management), Snowflake, MongoDB, PostgreSQL
Payments & Connectivity: IBM ConnectDirect, Bottomline, TSYS, PayUK

Stabilising Operations and Improving Delivery Velocity of a UK Retail Bank

Challenge: A High-Risk Transition With No Room for Service Disruption

Solution: Stabilise → Operate → Transfer

Outcome: A Stable, Efficient, and Future-Ready Technology Function

Technology Stack

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