Landing a $100M telco services contract on time and under budget

A telecommunications carrier and a major bank had signed a ten-year, $100M-per-year contract for the delivery of twelve telco services. Both organisations needed to agree on a practical 'in practice' IT Service Management framework to govern the relationship - but neither had the senior ITSM expertise internally to land it. The contractual milestones were close, and any slip would have triggered penalty clauses.

Kirk designed the operating roadmap and stood up a team of twelve ITSM business analysts to deliver the foundational milestones. The work covered the practical detail of how services would actually be run day-to-day across two organisations: incident, problem, change, and service-level processes; reporting cadence; escalation paths; vendor responsibilities; and the governance structure to make all of it sustainable.

Both Effective Date of Readiness and Effective Date of Control milestones were completed on time and under budget. The leadership of both organisations recognised the work explicitly - and the operating model carried forward as the basis for the rest of the ten-year arrangement.