Cost control after a merger


The Client’s Problem : The customer was merging two organisations and wished to harmonise the operation of the service desk and IT equipment ordering processes responsible for handling over 1 million calls per month by outsourcing to a German-based supplier.

The Solution :  I was engaged to plan the transformation of the old service to the new service and manage of multiple workstreams which implemented a new request fulfillment tool for hardware and software licences (to maintain legal conformity); segregated and migrated data to new toolset for management of IT Service Tickets (based on HP Service Management 9); transformed reporting required to manage service; reviewed and aligned end-to-end business processes impacted by introduction of these tools, including financial authority and legal processes.

The Outcome :

  • Lead team through start-up and planning and specifying (including testing strategy) new solution to time and under budget
  • Planned training and communications strategy for a user community of 20,000 users including internal and third-party suppliers
  • Successful implementation of new system.

The client said : “An approachable, down to earth manager who focused on the real priorities to ensure successful delivery. Stuart confronts difficult situations with ease & constantly challenges the need to change business process and the need to implement efficient, cost effective solutions. He articulated clearly & directly the specific actions needed and constantly measured progress against plan. I have no hesitation in recommending Stuart.”  Identity & Access Manager, Everything Everywhere Ltd