Enterprise IT Services for Wines and Spirits Operations

Global Field Services Operations Network Dispatch at Scale

About Wines & Spirits Sector (Global)

The client is one of the world's largest premium wines and spirits groups, operating a genuinely global footprint that spans corporate offices, production and bottling plants, distribution warehouses, data centres, and customer-facing commercial locations. Its distributed operating model means network availability at any single site directly affects production, distribution, or commercial activity somewhere in the value chain With operations across dozens of countries and highly varied site types, the client needed on-site network support that behaved identically in every market while still respecting local regulations, languages, and facility norms

At a glance

Industry
Wines & Spirits-global premium beverages group
GSI
Infosys
Products & services
Fully managed EUC field services, 950+/99% Dispatch Services (Network)
Challenge
Stand up a first-generation EUC field services operation from scratch, ramping engineers across compliance-sensitive geographies without compromising quality.

Success highlights

  • 99%resolution SLA by May 2026, up from 93% in January
  • 950+ response SLA and trending upward
  • 97% average engineer availability across all sites
  • MTTR improved from 4.6 to 3.8 days
  • Workforce scaled from 24 to 30 FTEs

The challenge

Corporate meeting

Orchestrating Global Network Operations

Delivering consistent 24×7 network support across 68 countries, diverse sites and time zones

The challenge was to create one coordinated operating model across a highly diverse global footprint. Different time zones, regional holidays and site requirements made synchronised support complex, while corporate, manufacturing and warehouse environments demanded different access and compliance approaches.

Extreme site variety. Corporate offices, manufacturing plants, and warehousing each carry distinct access procedures, health-and-safety requirements, and compliance obligations Talent readiness at speed. Mobilising skilled engineers rapidly in every market while holding a consistent quality and service standard under a single brand promise

Our approach

Network Dispatch programme

Infosys, as Global Systems Integrator, selected Teceze as its Delivery Partner to build and operate a globally distributed Field Services Operations The engagement spans 382 sites across 68 countries, supported by a vetted pool of 950+ engineers delivering fast, reliable on-site response and smart-hands support The engagement spans 382 sites across 68 countries, supported by a vetted pool of 950+ engineers delivering fast, reliable on-site response and smart-hands support. Infosys provides programme governance and L2/L3 tower integration; Teceze owns last-mile dispatch execution, engineer supply, and on-site quality. The programme consistently achieves 99% SLA attainment

From ad hoc hiring to a governed, phased rollout, the transformation included:

Execution

Joint PMO and governance with Infosys and the client. A single plan of record with unified runbooks, RACI, and escalation paths across all regions

Industrialised dispatch model

A central command desk handles intake, triage, engineer matching, and live status updates, integrated with ticketing for full traceability

Global talent engine (950+ engineers)

A certification-backed, background-checked pool with HSE onboarding and NDA compliance. Regional float resources absorb demand spikes and maintain continuity, while local language capability and knowledge of local regulations, carriers, and facility norms remove friction on site

Standardised playbooks and tooling

Dispatch playbooks for incident, request, and change; site SOPs and safety checklists; documentation packs with photo evidence, port maps, and wiring changes attached to every ticket; and dashboards tracking SLA timers, response and restore performance, first-time-right signals, and trends.

Governance and reporting cadence

Cross-trained regional teams and pre-approved backups protect service levels. Pre-cleared site access, badging guidance, and spares logistics minimise no-go events, while change control operates through planned windows with rollback steps and L2/L3 integration via Infosys towers

Cadence Forum Focus
Daily Operational stand-up Open tickets, escalations, coverage gaps
Weekly Service delivery review SLA/MTTR tracking, at-risk sites
Monthly Governance & steering call Country ramp status, compliance close-out
Quarterly Business review Contract health, workforce planning
The results: January to May 2026

Consistent SLA delivery across a 68-country footprint

99%Resolution SLA by May 2026, up from 93% in January
96%+Response SLA, trending upward
97%Average engineer availability across all sites
~9,474Total tickets handled (7,771 requests, 1,703 incidents)
3.8 daysMTTR in May, improved from 4.6 days
28–30Engineering FTEs, scaled from 24

What the client says

“Teceze has brought consistency, responsiveness, and strong operational discipline to our global field services programme. Their ability to coordinate engineers across multiple countries while maintaining SLA performance has helped create a more predictable and scalable support model.”

— IT Service Delivery Lead, AGCO

Delivery partnership

How Teceze and Infosys work together on this account

Teceze and Infosys operate as an integrated delivery team, combining Infosys’ programme governance and managed-service framework with Teceze’s global field engineering and on-site execution capabilities. Teceze manages engineer mobilisation, dispatch coordination, site-level delivery, and local compliance, while Infosys oversees the broader service framework and L2/L3 integration. This partnership enables consistent field support across diverse locations while maintaining clear ownership, SLA accountability, and a unified service experience

Looking ahead

Built to Scale Over 5 Years

5 years, operating as a continuous managed service with rolling capacity planning, seasonal surge provisioning, and an extensible model that absorbs new sites and technology refresh programmes within the existing framework

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