A leading IT managed services provider (partnered with Private Equity) delivering support, infrastructure, and cloud solutions across Canada, focused on serving SMB and enterprise clients through a hyper-regionalized model.
The client was aware of operational inefficiencies that were limiting profit margins and had realized these were stemming from staffing and process issues. This suboptimal resource utilization and fragmented workflows across locations was also limiting the client’s ability to scale.
Through structured data analysis and cross-functional workshops, we uncovered key issues that were contributing to the challenges identified:
To address these challenges and build a scalable, high-performing operating model, we implemented a comprehensive, action-oriented program:
