Transforming Global Application Management Services (AMS) operations for a leading Australian construction and real estate major

The challenge

Our client is a multinational construction and real estate company,
headquartered in New South Wales, Australia, with a strong global
presence across Australia, Asia, the UK and the Americas. The company
has successfully executed construction and redevelopment of several iconic structures and business precincts worldwide.

The client’s business operations were managed through their Finance systems which comprise Oracle E-Business Suite (EBS) and a suite of allied applications and platforms. To support its global operations, the client sought a trusted partner to optimise its Application Management

Services (AMS) delivery model covering end-to-end support for their end to enterprise applications and the underlying technologies and infrastructure.

The decision to transition from a long-standing incumbent service provider stemmed from the need for:

• Improved service quality and responsiveness
• Continuous improvement initiatives
• Enhanced efficiency and scalability
• Strategic readiness for an upcoming cloud transformation journey

Our solution 

Deloitte designed a robust and responsive AMS delivery model focusing on service excellence, cost optimisation and continuous improvement.

The key features of the solution included:

• Optimised delivery model: A globally integrated delivery model ensuring service commitments from Day 1, supported by a shorter service window to deliver measurable cost efficiencies.
• Process and system improvements: A commitment to ongoing process optimisation and issue reduction, ensuring a steady improvement in service quality over time.
• Strong governance structure: Establishment of a dedicated Service Delivery Management (SDM) layer to maintain effective stakeholder relationships and governance.
• Offshore-driven operations: The engagement is predominantly driven  from offshore locations in India, ensuring scalability, flexibility and consistent delivery performance.

The outcome 

1. Expedited knowledge transition

Despite challenges such as limited or outdated documentation, the Deloitte team ensured a seamless transition by preparing a comprehensive Application Understanding Document (AUD). The document captured detailed information on application design, processes, and pain points, creating a new operational baseline for AMS delivery.

2. Service quality–driven AMS delivery

By implementing Standard Operating Procedures (SOPs) and defined service processes, Deloitte ensured 100 percent adherence to service levels. The structured approach improved reliability and enabled the client to close financial books on time across geographies during half-yearly cycles.

3. Active monitoring through automation

Deloitte established automation-led monitoring frameworks for infrastructure, databases, applications and integrations. These frameworks enabled proactive detection and timely resolution of system issues, minimising business disruptions.

4. Enabling the cloud transformation journey

By demonstrating strong delivery capabilities and operational excellence, Deloitte has become a strategic partner in the client’s cloud transformation roadmap. The engagement now extends to defining and executing the cloud journey, culminating in the go-live of Oracle Cloud Applications in early 2026.