50%
Approximate rise in client satisfaction
$10M
Approximate annual global managed services
Context
The Citi account was a complex global delivery environment supporting mission-critical infrastructure. I was brought in to bring greater structure and transparency to it.
The challenge
Give both leadership and the client clear visibility into performance across a global managed services engagement.
What I did
- Established an internal PMO
- Strengthened governance and executive reporting
- Introduced continuous-improvement practices
- Formalized Quarterly Business Reviews with the client
- Helped implement a global follow-the-sun operating model
The outcome
Client satisfaction increased by approximately 50% on an engagement representing approximately $10M in annual global managed services.
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