Glocal services

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.

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.

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.”


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.

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

A one-stop-shop

We continue to support you after the go-live of the implementation, for both traditional and new technologies

Official certifications

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

24/7

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

Dedicated service manager

A dedicated service manager as SPOC

Service level agreements

Clear and transparent service level agreements

Available resources

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

Customer support organization

Alignment and integration with existing customer support organization

ITIL certified

ITIL certified resources, processes and tools

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