Rebuilding a service desk
- Type
- In the seat
- Role
- People & Business Lead
- Duration
- 23 months
- Sector
- Turnaround, IT services
The company had been losing money several years in a row and was running less and less efficiently. Performance was slipping and people didn’t feel safe to speak up. Clients were starting to notice. Nobody was sure who was responsible for what, and things were drifting.
What changed
Gross margin
−35% → +35%in 23 months, without letting anyone go
- A team that works together again
- Happier, more loyal clients
- An operating model that can take a hit
What I did
Clear roles and decisions
A new structure with clear roles, responsibilities and decision rights, so people could focus again.
Goals that mean something
Team and individual goals linked to what the business actually needed.
Trust and teamwork
We rebuilt trust, moved conversations towards solutions and gave people room to care about the work again.
Faster service
Simpler processes and workflows. Service got faster and clients noticed.
First the organization got clear on roles and decisions. The financial recovery came after that.
The messy version is fine. I’ll tell you honestly whether I can help.