A large technology services provider had grown rapidly through acquisitions. Whilst this fuelled expansion and revenue growth, it left the organisation with fragmented service operations across multiple business units.Â
Three service desks operated independently, each with its own tools, processes, and roles. This resulted in duplicated effort, inconsistent service delivery and a variable employee and customer experience. It also limited the organisation’s ability to scale efficiently and realise the full value of its growth strategy.Â
The organisation recognised the need to integrate service operations into a single, customer-centric function; improving efficiency, reducing cost, and creating a scalable platform to support continued sustainable growth.Â
The desired outcome was to create a scalable, centralised service model that would enable consistent service delivery and provide a platform for future expansion.Â
What was the challenge?
Operating in a competitive and fast scaling market, the organisation’s fragmented operating model was becoming a constraint rather than an enabler.Â
Service desks had evolved in isolation, leading to inefficiencies, inconsistent customer experiences, and limited standardisation across tools, processes, and governance. At the same time, the business needed to maintain service quality while delivering transformation at pace.Â
The organisation required support to:Â
- Define and secure approval for a clear service integration strategyÂ
- Design a scalable, customer‑centric Target Operating ModelÂ
- Standardise tools, processes, and governance across service operationsÂ
- Deliver workforce and capability transformationÂ
- Ensure business readiness for implementation and go‑liveÂ
How did we help?
Moorhouse partnered with the organisation from strategy through to implementation, delivering a structured and outcome‑focused transformation programme.Â
Strategy and Business CaseÂ
- Developed a clear evidence-based business case for integrating service operationsÂ
- Defined the vision for a centralised Service Centre of ExcellenceÂ
- Secured executive sponsorship and board approvalÂ
Target Operating Model and Organisation DesignÂ
- Designed a scalable, customer-centric Target Operating ModelÂ
- Defined clear roles, responsibilities, and service frameworks across business unitsÂ
- Standardised processes, tools, and governanceÂ
- Identified workforce optimisation opportunities and capability requirementsÂ
- Designed service models aligned to different customer needsÂ
 Implementation and Change DeliveryÂ
- Established programme structure, governance, and delivery roadmapÂ
- Delivered a structured change management approach to support adoptionÂ
- Conducted skills assessments and training needs analysisÂ
- Developed internal and external communicationsÂ
- Implemented business readiness, reporting, and go-live decision frameworksÂ
What was the impact?
- Operational efficiency: Reduced duplication and optimised cost by 20% through standardised tools, processes, and ways of workingÂ
- Scalable platform: Established a centralised Service Centre of Excellence to support future growth and customer onboardingÂ
- Customer experience: Delivered most consistent and reliable service through a customer-centric operating modelÂ
- Workforce capability: Upskilled teams and introduced clear roles, responsibilities, and performance frameworksÂ
- Growth enablement:Â Created a strong operational foundation to support continued expansion and revenue growthÂ
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