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Operating Model

Review and streamlining of operating model

Creation and implementation of a programme to improve and centralise operations.

A global leader in ship management & marine services, operating around the clock & the world.  Focussed on client quality & efficiency - covering crew management, recruitment, quality ship management & technical services, together with supporting management & commercial services.  They source, recruit, plan and mobilise seafarers globally – covering all roles and vessel types and manage all aspects of seafarer certification and compliance. They wanted to improve their efficiency and ways of working across 60 offices in 30 countries.  PE Backed Business - Advent International.


  • A strategic objective was to see a growth in EBITDA - one of the key areas to drive efficiencies in back office operations - Crewing.
  • Different ways of working across the group, manual processes & minimal insights to support more efficient & effective resource management.
  • A sensitive challenge due to a large number of stakeholders (60 offices) and a lack of understanding of needs and how best to meet them.


  • A worldwide review of operating practices, processes & opportunities
  • Business case developed for design of global shared service centres & new digital applications, leveraging workflows & RPA & live dashboards
  • New Target Operating Model designed, 18 months change & transition plan with further opportunities for new / enhanced technology solutions
  • Enhanced insights proposed to continuously improve performance


  • Successful programme delivery, set up of 4 new SSC’s, work transitioned from 60 offices, enhanced resourcing systems with automation.
  • Achieved business case benefits (£m’s EBIDTA) within cost & time.
“Custerian brought a lot of experience & energy into the team, had a natural talent of quickly fitting in.   David from Custerian was not afraid to own problems & come up with solutions through teamwork. I have been very happy with the choice of Custerian & David as my Programme Director" Allan Falkenberg, CEO, Crewing V Ships
London, United Kingdom
Marine Services

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