Incredibly flexible invoicing

Enterprise desktop and infrastructure services for a global financial leader: 15K+ assets, 15K+ users, 35 sites in 12 countries. Services include Disaster Recovery, IT Corner/Walk‑in, IMAC‑D, Deskside, Hands & Eyes, RFS, printer and spare/reuse management, plus CTS – delivered by 183 FTEs with strong local management and PMO coverage.

Transition and stabilize a multi‑country estate within nine months, solve high ticket volumes (57K+ in 2020), and improve SLA speed without inflating cost. Integrate DR across seven locations with regular test runs, and align invoicing to fluctuating demand while keeping transparency and control for the client.

We staffed dedicated Service Desk and Walk‑in teams, executed DR with comprehensive annual tests, and introduced an innovative calculation model. By blending a fixed ticket volume with flexible ticket‑based invoicing, the client shifted from 5BD to 1BD SLAs – meeting aggressive targets without increasing overall costs.

Transitioned a multi‑country financial services estate in nine months, managing 15K+ assets and 57K+ yearly tickets. Delivered DR across seven locations with full annual test cycles. Introduced a pioneering hybrid ticket model enabling SLA acceleration from 5BD to 1BD – achieved without cost increases, boosting responsiveness and transparency.