The Telecoms client has grown quickly by acquisition, but had not harmonised the job roles or processes of the whole Service Management organsation, and hence their big global customers were receiving a patchy and confusing service, and were complaining.

Overall task was to plan and deliver a global Service Managemennt improvement programme, harmonising job roles and processes and ensuring the right people were in each role. Pilot first in Europe and then roll out to the other 4 regions.

Worked with HR to develop and agree 5 new global Service Management job roles, and sent to the whole function so that people could understand them. Organised 200 interviews so that the European staff could be assessed and selected into the right roles. Spread best practice process and tools to help people perform well. After the successful European pilot, negotiated and agreed the implementation plans for the other 4 regions to do the same.

Much more clarity internally, and better seamless service to customers. Both internal and external NPS increased by 5.

• programme management
• Business & Operational Analysis

• Organisational Agility & Effectiveness