Global IT Managed & Professional Services Organization, $1B+ Revenue, 5 Entities
Client Challenge
A global IT services organization operating across five entities needed a unified process framework to govern work distribution, regional operations, and shared services
Regulatory complexity spanned GDPR (Ireland EMEA hub), post-Brexit UK operations, and cost-arbitrage delivery (India)
Client Solution
Framework: Designed an APQC-aligned process framework spanning US HQ, Canada, Ireland, UK, and India delivery
Work Distribution: Defined which processes centralize at HQ, regionalize for compliance, or deliver from cost-arbitrage centers
Governance: Established service-level definitions and cross-entity interaction models across Quote-to-Cash, Procure-to-Pay, Record-to-Report, Customer and Contract Lifecycle Management, and Project Planning
Client Impact Results
Unified Framework: One process architecture governing global operations
Regional Clarity: GDPR, post-Brexit, and delivery-center governance made explicit
Standardization: Service levels consistent across all five entities
Client Technologies
APQC Process Classification Framework
Shared-services operating model design
Cross-entity governance architecture
