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McLAREN TECHNOLOGY CENTRE

A high-technology company underpinned by a reputation for excellence and the unremitting desire to win

As an official technology services provider to the McLaren Technology Centre, IT Lab created an adaptive service model aligned to McLaren’s requirements

Case Study

Key Success

A partnership born from a successful service relationship: IT Lab is an Official Technology Service Provider to the McLaren Technology Centre

Scalable IT support and project resources to support McLaren’s strategic technology projects

Global support for McLaren’s international operations

Resolve rate of 99% of all tickets managed and 93% of incoming calls answered within 10 seconds

Seamless and efficient IT support for thousands of McLaren employee

A scope of engagement that grows as McLaren expands

“IT Lab understands that for a technology company like McLaren that has thousands of employees engaged on mission-critical operations, where time and agility are essential wherever people are in the world, the delivery of IT support for the business has to be seamless and efficient.”

Craig Charlton, Chief Information Officer for McLaren Technology Group

Background

McLaren Technology Group required an IT services partner to work flexibly to meet its immediate and evolving IT support needs. After talking to a number of companies in 2010, McLaren quickly recognised IT Lab’s highly responsive, flexible and client-centric ethos and approached them with an urgent demand for 1st line support resources.

Within days of their request, IT Lab supplied three engineers to provide front line services to McLaren’s employees. That engineer team quickly grew to five, marking the beginning of an emerging partnership between IT Lab and McLaren Technology Group.

As McLaren’s needs evolved, the relationship between the two organisations quickly grew. IT Lab is now an important and strategic provider of technology services to the McLaren Technology Centre and a core part of McLaren’s overall technology delivery.

McLaren quickly recognised IT Lab’s highly responsive, flexible, and client-centric ethos

The Client

McLaren Technology is renowned as one of the world’s most recognised high-technology brands. Since its foundation in 1963, McLaren Racing has been pioneering and innovating in the competitive world of Formula 1, forging a formidable reputation which has seen its racing team win 20 World Championships and over 180 races.

The brand has built on its successful racing expertise and includes McLaren Applied Technologies who work globally to achieve breakthroughs in performance and apply solutions to a host of industries.
Today over 3,000 people work at McLaren. Despite the broadening of the group’s interests, McLaren’s goal remains singular: to exist to prevail in everything it does.

The need for quality alignment between McLaren and IT Lab was matched by the requirement for flexibility.

The Challenge

Jenson Button on track.

Since the relationship began in 2010, McLaren’s needs naturally evolved and with its success and growth, IT Lab continued to provide support services.

The need for quality alignment between McLaren and IT Lab was matched by the requirement for flexibility.

Formalising a service provider relationship became a priority and IT Lab proved that it could not only match the level of excellence McLaren itself delivers, but could create and integrated and shared service model for technology services that aligned to McLaren’s requirements.

“Technology now plays a role in every organisation, few more centrally than McLaren. Our mission is to ensure that every McLaren employee receives the very highest quality support, wherever they are and wherever they need it.”

Peter Sweetbaum, Chief Executive Officer for IT Lab

The Service

Following the formalisation of the service provider relationship, trust between McLaren and IT Lab solidified. IT Lab initially delivered 1st line support, IT Lab’s scope of engagement has increased to include:

  • Front line technology services for 1st & 2nd line support, with a dedicated, trained and tiered service team providing 24x7x365 support. This team is load balanced between London and Cape Town, two of IT Lab’s three service centres
  • Scalable support and project resources to support McLaren’s strategic technology projects, including the roll out of services such as Office 365
  • Global support for McLaren’s international operations led by and using IT Lab’s global partner network

The strength of the relationship with IT Lab was shown when McLaren recently switched its core IT service management platform to Autotask, IT Lab’s platform of choice. Such is the integrated approach to service management, McLaren opted to use a system embedded within IT Lab’s service management model.

The success of this relationship prompted McLaren to offer a formal partnership to IT Lab and to solidify its role as an Official Technology Services Provider to the McLaren Technology Centre.

McLaren F1

The Outcome

IT Lab has delivered against McLaren’s high expectations and its own Service Obsession mantra. Clearly showing its willingness to be commercially and operationally adaptive to McLaren’s needs, IT Lab and McLaren have shown that this is a relationship that has gone beyond that of customer and supplier to create a responsive, integrated and shared service model that works for both organisations.

Today IT Lab is committed to deliver to strict resolution criteria, with a current resolve rate of 99% of all tickets managed and 93% of incoming calls answered by the McLaren dedicated IT Lab team within 10 seconds.

As a trusted partner, IT Lab’s relationship with McLaren continues to strengthen as the needs of such a high-technology brand grows.

In 2016, this resulted in IT Lab becoming an Official Technology Service Provider to the McLaren Technology Centre and its operations with a view for IT Lab to support exciting new projects.

Today IT Lab is committed to deliver to strict resolution criteria, with a current resolve rate of 99% of all tickets managed

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