Rescuing a stalled service transition

The challenge

As part of its IT disaggregation programme, the agency was moving from a single outsourced IT supplier to a multi-supplier model. The first service to move, the end user service covering the agency's laptops and desktops, was more than a year late, held up by the complexity of working with both the outgoing and incoming suppliers. I took it over mid-transition.

What I did

• Rebuilt trust between the incoming supplier, the outgoing supplier and internal stakeholders to get the final stage moving.
• Secured the new supplier's access to the existing environments.
• Wrote the agency's internal service design and agreed the service RACI with the suppliers.
• Led all project and director-level boards through to completion.
• Managed review and approval of service documentation through knowledge management.
• Onboarded the new supplier to the agency's ITSM tool and handed the service over to BAU teams using ITIL.

The outcome

• The transition completed and the new service went live.
• Moved the service from a time-and-materials cost model to service-based costing, with a projected cash-releasing benefit of £3.2m over seven years.