Our client was struggling with a major problem - inefficiency and major possibilities in enhancing service delivery quality to their workforce. As a company operating in the professional services industry, it was crucial for them to provide excellent support and services to retain talent and enable their workforce to deliver high-quality services to their customers.
Specifically, their IT department was, similar to many other professional services companies, responsible for areas such as onboarding (both software and hardware), access management, and application & other IT support. However, several challenges in relation to the IT service delivery was identified, such as:
A major challenge faced by the business was the communication gap between IT and business functions
The distance between operations and IT, coupled with a lack of understanding of business requirements, was hindering their ability to deliver the necessary services efficiently. This challenge was exacerbated by the global nature of the client's business, which necessitated a balance between centralization for resource efficiency and localization to meet regional needs.
Another challenge that the client was grappling with was the lack of process harmonization between different regions and central functions, leading to multiple setups, systems, and working styles. This made it hard to manage and derive synergies, resulting in duplicated efforts.
Finally, the client was not making full use of the technology tools available to them due to a lack of underlying data quality and structures. This meant that the potential benefits of these tools were going unrealized