IT MSP Offshoring & Global Delivery
Case Study
A multi-entity managed services organization needed to lower delivery costs and scale consistently across operating centers. New Wave designed a hybrid global delivery model, harmonized processes, and established governance to unlock meaningful cost reduction and execution speed—grounded in a unified operating framework with $10M+ cost savings expected as the program progresses.
Opportunity
- Fragmented operating centers with redundant processes and tools
- Inconsistent performance reporting and accountability
- Elevated delivery costs and limited scalability across entities
Approach
- Designed a unified operating model integrating people, process, and systems across centers
- Implemented governance (cadence, dashboards, KPI/OKR alignment) to drive accountability and transparency
- Sequenced migrations to minimize disruption; standardized role definitions and handoffs
- Established a pathway for global labor mix (on/near/offshore) aligned to SLA tiers and data-security constraints
Outcome
- $10M+ cost savings expected as implementation completes (WIP)
- Reduced redundancy and improved cross-center consistency
- Stronger visibility to utilization, cycle times, and service quality via executive dashboards
About the Author
Hunter New, Managing Partner at New Wave Associates, specializes in global delivery models and operational transformation for service organizations.