Kingsmede : build, learn, growStabilising IT service delivery during major change at a power utility.
Brought in to take full ownership of service operations at a power utility, so that frontline IT issues never became a distraction for a leadership team focused on delivering large-scale business change.
The brief
The business was in the middle of a significant period of change, and leadership needed to give it their full attention. What they couldn't afford was for day-to-day IT service issues to compete for that attention. We were brought in to take ownership of service operations and keep delivery stable, whatever else was happening around it.
Overseeing all service operations
We took on full oversight of service operations, becoming the consistent point of accountability for how IT services were performing day to day. That meant close visibility of incidents, problems, and service performance across the board, and the experience to know what needed attention and what didn't.
Handling escalations so leadership didn't have to
Every escalation was owned, worked, and resolved without it needing to land on a senior leader's desk. Issues were triaged, prioritised, and driven to resolution directly — protecting senior management's time and attention for the change programme they were running, rather than the operational noise around it.
Leading improvement without adding disruption
Stabilising service didn't mean standing still. We identified and led a programme of service improvements throughout the engagement, addressing recurring issues at their root rather than just managing the symptoms — all delivered in a way that didn't add risk or disruption to a business already absorbing significant change.
Report packs leadership could trust at a glance
Regular, clear report packs gave senior management an honest, concise view of service performance — enough to stay assured that operations were under control, without needing to get drawn into the detail. The reporting was built to inform, not to interrupt.
The outcome
Service operations remained stable and well managed throughout a period of major business change, with escalations handled before they could reach senior management and a steady programme of improvement running in the background. Leadership was able to stay focused on delivering the change programme, confident that IT service delivery was in safe, experienced hands.
Delivered by an ITIL-qualified, experienced service management professional with several years of varied service delivery experience.