Case Study: Gatwick Airport achieves 15% Opex savings and transforms service delivery with ServiceNow

Gatwick Airport reduces costs while simultaneously improving service delivery

Gatwick Airport, one of the world’s busiest single‑runway airports, struggled with fragmented, outsourced IT and operational service desks that delivered low customer satisfaction and high cost-per-call. Users felt let down by poor ownership and visibility of systems, so Gatwick’s CIO tasked Anthony Lamoureux with bringing service management in‑house and finding an agile, cloud‑based platform—despite a tight timeline to replace outgoing contracts.

Gatwick implemented ServiceNow, partnered with Getronics for a temporary managed run and Focus Group Europe for implementation, and reorganized and cross‑trained staff while hiring 23 specialists. Within six months Gatwick took over operations, cutting IT Opex by about 15% year over year, boosting its Net Promoter Score from –70 to +47, and creating a more knowledgeable, agile workforce with plans to expand automation and orchestration across services.

Gatwick Airport

Anthony Lamoureux

IT Transition Leader