Delivery of a multi-region support contract for an International Financial Services Company

An international financial services business that was looking to provide standardised multi-region IT support services through the implementation of a new outsourced partner agreement.

Following completion of an RFP and supplier selection, Refractis was engaged to drive the procurement and transition processes to completion.

Our client faced two key challenges:

• A user base accustomed to high quality service, delivered locally; and
• Unknown service requirements from regional businesses where IT service had been delivered through a variety of non-standard means.

Refractis managed the complex procurement process from contract inception through to drafting, business case creation, and approvals.

During the project we:

• Built a strong relationship with our client’s chosen support partner, enabling co-creation of a solution that delivers value to all parties and that will underpin a successful and enduring partnership between our client and their vendor
• Increased engagement across the business, involving key stakeholders early in the process by inviting them to test the service quality ahead of contract signature
• Supported our client to make practical assumptions in lieu of accurate data when necessary, keeping the project on track
• Delivered a critical and detailed contract analysis, drafting improvement to protect our client from exposure to unnecessary risk during the life of the contract.

As the new service is implemented our client will be able to support its global operations with a standardised, high-quality service, meeting multiple language and time zone requirements.