The solution

Having been selected as the sole service provider, Issoria followed a three phase managed service implementation to operationalize their DELEGATE service. 

  • Phase 1:   Mobilization

  • Phase 2a:   Service Set-Up and Baselining

  • Phase 2b:   Knowledge Transfer and Transition

  • Phase 3:   Service delivery to SLA

To meet the global needs of the client, Issoria positioned a global managed service lead at the client’s US headquarters.  This lead acted as a working lead and oversaw the North America region , as well as line managing 3 other Issoria regional leads who were based in each of the regional head offices. 

Issoria’s lead team managed demand and capacity planning, ensured the quality of change management deliverables globally, took responsibility for resourcing and resource on-boarding / off-boarding, drove continuous improvement of methods, tools, and templates, governed change management standards, and tracked, measured and reported on the effectiveness of change management activities and progress to targets.

Following a successful transition phase, the managed service was launched giving the client immediate access to an elite rapid response change management capability globally. 

The impact

  • Reduced FTE head count for change management by 33%.

  • Delivered savings of $10.25 million per annum across fixed overheads and consulting spend for change management.

  • Over a 12 month period, significantly improved metrics for Business Readiness, Benefit Realization, Communications engagement, Training effectiveness, and Technology Adoption.

  • Change Management resourcing SLAs were exceeded or met which led to a reduction in “time to fill” and a improvement in resource retention / resource continuity.  This resulted in projects that were using agile delivery approaches receiving the change management expertise that they needed, when they needed it.