Real Outcomes.
Proven Results.

The client's IT infrastructure was built on legacy data centres that had reached end-of-life across both their APAC and USA operations. The environment had no meaningful redundancy — a power outage or hardware failure would have taken critical patient services offline across multiple regions. The client had complete lack of visibility into their data estate, no disaster recovery capability, and an operations team with no clear handover documentation. Previous modernisation attempts had stalled due to complexity and risk. This was a genuine rescue situation.

• Conducted a full discovery and assessment of the legacy data centre estate across APAC and USA — mapping all workloads, dependencies, and risk exposure
• Designed a hybrid cloud target architecture spanning Microsoft Azure and AWS as public cloud platforms, connected to a modernised on-premises private cloud — ensuring the environment remains operational even during regional blackouts
• Developed a phased migration and retirement roadmap for all legacy data centres, with risk-sequenced workload migrations and full rollback procedures
• Established a unified data governance and visibility framework — giving the client complete, real-time visibility across their entire hybrid estate for the first time
• Delivered new data centre infrastructure with full site-readiness — power, cooling, connectivity, and security — designed for long-term operational stability
• Managed all legacy DC retirement activities — decommissioning, data sanitisation, and asset disposal — in line with healthcare data compliance requirements
• Built comprehensive operational runbooks, handover documentation, and training materials for the client's internal operations team
• Executed a structured, programme-governed cutover with zero unplanned service disruption across all regions

The client now operates on a fully resilient hybrid cloud environment — with Azure and AWS providing public cloud scalability and redundancy, connected seamlessly to a modernised private cloud. The architecture is designed so that even in the event of a regional blackout, patient services remain fully operational. For the first time, the client has complete, real-time visibility across their entire data estate spanning APAC and the USA. All legacy data centres have been successfully retired, and the internal operations team received a fully documented, audit-ready environment with complete site-readiness. This was a genuine infrastructure rescue — delivered on time, with zero downtime.

The company had scaled from startup to 200+ enterprise clients in 18 months, but their operational processes had not kept pace. Developers were pushing changes directly to production with no change governance, incidents were being managed reactively with no structured process, and SLA commitments to enterprise clients were being missed — triggering penalty clauses and renewal risks.

• Conducted a rapid ITSM maturity assessment to establish baseline and prioritise the highest-risk areas
• Designed and implemented an ITIL v4-aligned incident management process with clear P1–P4 classification and escalation paths
• Established a Change Advisory Board with weekly cadence, risk assessment templates, and emergency change procedures
• Configured ServiceNow to support the new processes — automating ticket routing, SLA timers, and escalation notifications
• Designed SLA and KPI reporting dashboards for both internal operations and client-facing governance
• Delivered ITSM training programme for engineering, operations, and customer success teams

Within 90 days, P1 incidents fell by 55%, SLA achievement reached 99.9%, and the change failure rate dropped to near zero. The client successfully retained all at-risk enterprise renewals and used the improved operational metrics as a selling point in new enterprise sales cycles.

The incumbent managed service provider was consistently breaching SLAs, governance reporting was absent, and escalations were being ignored. The client had no clear leverage to enforce contractual obligations and no transition plan if they needed to exit. Internal IT leadership was overwhelmed and morale was low. The situation was escalating toward a potential contractual dispute.

• Conducted an immediate contract and SLA review to establish the legal and commercial position
• Established a formal governance framework — weekly service review meetings, escalation matrix, and evidence-based reporting
• Re-engaged the provider with a structured performance improvement plan and contractual remedies
• Simultaneously ran a parallel provider evaluation and due diligence process for transition planning
• Designed and managed a phased knowledge transfer and transition programme to the new provider
• Oversaw the full exit with zero service disruption to end users across the organisation

Within 6 months, the client had exited the failing contract, transitioned to a new provider with zero service disruption, and established a governance framework that ensured the new relationship was managed correctly from day one. The organisation recovered full control of its IT service operations and avoided a costly contractual dispute.

The company's existing security posture had not been formally assessed since its founding. With DORA regulations requiring full operational resilience compliance for organisations serving EU financial institutions, an initial gap analysis revealed 28 critical findings spanning access control weaknesses, inadequate incident response planning, insufficient third-party risk management, and absent business continuity documentation.

• Delivered a comprehensive security posture assessment benchmarked against DORA requirements and ISO 27001 controls
• Prioritised all 28 critical findings by risk severity and regulatory impact, creating a structured remediation roadmap
• Designed and implemented a threat governance framework including AI-assisted threat detection integration
• Built incident response playbooks aligned to DORA's ICT incident classification requirements
• Established third-party risk management processes covering all critical technology vendors
• Produced full audit-ready compliance documentation and board-level cyber risk reporting

All 28 critical gaps were closed within the programme timeline. The company achieved full DORA compliance three weeks ahead of the regulatory deadline — providing significant comfort to their regulated financial institution clients and strengthening their market position in a compliance-sensitive sector. The governance framework established continues to be maintained and updated as the threat landscape evolves.