Infrastructure and Security Outsourcing with a Global Insurance Broker

A global insurance broker seeking to reshape its IT operations through the selection of new managed service providers across both Infrastructure Operations and Security Operations. The client had a preliminary set of requirements in each area but needed independent expertise to translate those into a rigorous procurement, run competitive selection, and lead the transition into service.

Refractis led the end-to-end sourcing and transition programme, working directly with client leadership and the incoming supplier as a single embedded engagement. From requirements definition through RFP, evaluation, contract negotiation and into live service, we ran the full arc. Along the way we:

• Built a requirements standardisation framework and rewrote the initial requirement set for specificity and completeness
• Drafted separate RFPs for Infrastructure Operations and Security Operations, distributed to approximately fifteen vendors
• Designed the evaluation scoring methodology and ran multi-stage down-selection through written responses, supplier presentations and technical workshops
• Advised on the commercial decision to consolidate both towers under a single provider on one contract, one Statement of Work and one Master Services Agreement
• Prepared and presented the programme business case to the client's Group Technology governance
• Led contract negotiation, due diligence and project planning through to signature in May 2026
• Mobilised the incoming supplier ahead of formal contract completion to accelerate transition
• Managed the overarching integration project through knowledge acquisition, secondary support and into primary support
• Designed and led the implementation of a cross-supplier SLA/OLA framework linking business SLAs to supplier obligations
• Designed the privileged access model, security group structure and ServiceNow assignment groups for the new operating environment
• Managed the transition away from the incumbent Security Operations provider
• Provided ongoing commercial and relationship advisory to the client

Refractis completed the RFP and selection process in under four months, running competitive processes across Infrastructure Operations and Security Operations and consolidating the preferred outcome into a single managed-service arrangement.

Contract signature was achieved in May 2026, with mobilisation of the incoming supplier beginning ahead of formal completion to accelerate transition. Refractis then led the integration programme through knowledge acquisition, secondary support and into primary support, while managing the transition away from the incumbent Security Operations provider.

Alongside the service transition, Refractis designed the new cross-supplier operating model, including ServiceNow routing, privileged-access structures, resolver groups and an end-to-end SLA/OLA framework intended to align supplier obligations to the client's business service commitments.

The programme is now moving through conditional operational acceptance and stabilisation across the relevant service areas, with Refractis continuing to provide governance, commercial challenge and supplier-integration leadership as the new model is embedded.