Global Pharmaceutical Group

THE CHALLENGE

For several years, the client relied on us to fill critical ServiceNow expertise gaps across multiple programmes and support functions.

As the platform grew in importance, managing a fragmented support model involving several providers became increasingly complex. The organisation needed a partner capable of delivering both specialist expertise and long-term operational ownership.

WHAT WE DID

We initially supplied experienced ServiceNow professionals across architecture, development, business analysis and platform support.

Over time, we became a trusted delivery partner and were selected to take over key AMS responsibilities previously managed by a Tier 1 outsourcing provider. We built a blended team combining platform specialists, support engineers and service management expertise, ensuring a seamless transition with no disruption to business operations.

THE OUTCOME

The client moved from a resource-led model to a dedicated ServiceNow support capability with improved continuity, faster response times and greater flexibility.

Our team now operates as an extension of the client's platform organisation, supporting ongoing enhancement, governance and platform growth.