Interview · November 6, 2024 · Hélène Millet

Delivering a complex IT project: the key role of business project management

The art of reconciling needs and constraints to deliver complex IT projects - an interview with Hélène Millet, Partner

The role of business-side project assistance (AMO) is decisive in reconciling business needs and technical constraints in complex IT projects.

More and more companies have to reconcile business needs with IT delivery constraints to succeed in their transformation projects, particularly in the airline industry. Hélène Millet, Partner and DATA/AMO expert at IMPACT CONSULTANTS, looks back at the key role of business-side project assistance.

What role does the AMO play?

The AMO plays a key role on projects involving complex IT systems - a new inventory system, a data platform migration. It acts as a mediator between the business owner (the client, who expresses business needs) and the delivery side (which handles development and integration). A little like a food critic facing the chef: the AMO makes sure communication flows and technical constraints are taken into account while strategic objectives are respected.

A concrete example

Take an airline deploying a new reservation system: the stakes run into millions of transactions and euros. Management wants an intuitive tool; technical teams focus on security, architecture and speed. The AMO translates strategic needs into terms the technical side understands, and makes technical constraints intelligible for management. It writes the functional specifications, tracks budgets, coordinates teams and supervises testing.

Real projects

I have worked on reservation/inventory system (“PSS”) migrations for Luxair and Air Tahiti. That work peaks on the “cutover” night, when you unplug the old system and plug in the new one - almost a heart transplant. Once the project is validated, change management comes in: communication, training, and sometimes team reorganisation.

AMO and project management: what’s the difference?

Where a project manager focuses on deadlines, costs and delivery, the AMO goes further by harmonising business needs and technical aspects, and by acting as a mediator between stakeholders. In an increasingly digital world, this role is becoming indispensable - especially in aviation, where every mistake can be costly.

An interview with Hélène Millet, conducted by Flavie Picart.