Client
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
