Service management function setup for a large UK insurer

Programme Background

As a condition of a UK Government bailout, a major UK and international bank was obliged to sell off any non-core banking businesses and this included the bank’s insurance business (that incorporated multiple household names). The technology infrastructure used for insurance systems was shared with the bank and a programme was established to move to a new infrastructure and migrate from the bank’s data centres. Much of the core infrastructure was bought as a managed service – however service management and integration were considered to be an in-house capability – so Finyx assisted in the design and implementation of this new function.

Engagement challenges

Global Organisation with history of significant organic and acquisition growth

Service management as a function under considerable pressure from the business

Assessment and action plan completed in 6 weeks


Our Approach
Working with the client we developed a target operating model including service definitions, organisation structure, roles and responsibilities, KPIs, governance, process flows and reporting. We then assisted in the implementation of this operating model – including recruitment assistance, initial report production, relocation (office move) and communication / stakeholder management.
Results Achieved
  • New service management function established from design to live in < 5 months
  • Aided transition from legacy bank (eliminating transitional service agreement (TSA) charges)
  • Recruited and onboarded 15+ headcount for the new function within 3 months
  • Supported successful sign off from the management board on the key audit action relating to management of serious business risks and incidents

Contact Us

After many years of providing advisory and delivery services, we understand what our client’s challenges are.