Fortune 50 Insurance Company

Customer Overview

  • Leading global provider of insurance, annuities & employee benefit programs
  • $48B in annual revenue
  • IT spend of $1,249M (44% Infrastructure, 56%ADM)
  • Highly complex/integrated IT infrastructure and teams of highly skilled operations technicians, infrastructure engineers, and architects
  • Business Problem

  • Team of 1048 FTE and 350 consultants providing IT support
  • Teams not able to keeping up with demands of AD team
  • Challenges maintaining work-life balance
  • 60 To 80% of engineering/architect time spent handling support tasks limited time to work on new solutions/emerging technologies
  • Low morale
  • Approach

  • Met with senior leadership along with functional managers and technical staff to understand the As-Is model: service catalog, staffing, tools, processes, SLAs
  • Using metrics and quantitate data, highlighted the challenges experienced by the team
  • Designed roadmaps for each functional area
  • Develop a vision for global sourcing
  • Manage change
  • Outcome

  • 24x7 global support model
  • Improved work-life balance
  • Reduce operational work being conducted by Engineering staff
  • Better service and improved customer satisfaction levels
  • Built-in redundancies and rationalization in staffing model
  • Improved efficiencies by implementing a process-driven approach
  • Cost containment

  • Scalable and reliable IT support model that supported evolving business strategy