Who it is for
COOs, Heads of Operations and Service Delivery leaders in IT services, managed services and support organisations with recurring contracts and meaningful volume.
01
Operational control and performance
Operational Excellence
Make service operations predictable: clear ownership, visible capacity and decisions grounded in evidence.
The result
A governed operating model with measurable service health, clearer accountability and a prioritised improvement plan your team can execute.
Signals you may need it
- 01
SLA misses or backlog spikes appear as surprises.
- 02
Reporting is manual, fragmented or dependent on one person.
- 03
Capacity and demand are discussed without one trusted view.
- 04
Cost, attrition or unclear accountability erode service quality.
Services & concrete deliverables
Operational diagnostic
Baseline SLA, backlog, demand, cost and process performance.
Process redesign
Future-state workflow, roles, controls and escalation paths.
Governance and KPIs
Decision forums, KPI/SLA definitions and management cadence.
Capacity optimisation
Demand assumptions, staffing model and scenario view.
Continuous improvement
Prioritised backlog, owners, benefits and review rhythm.
How we work
Diagnostic → Pilot → Implementation → Measurement
Diagnostic
Define the problem, evidence and baseline.
Pilot
Test the smallest useful intervention.
Implementation
Embed the proven model with clear owners.
Measurement
Track adoption, performance and benefits.
Evidence & examples
Operational Excellence
- $1.8M in savings delivered through operational improvement.
- More than 12 months without an SLA miss after stabilisation.
- Attrition reduced from 20% to 5% in a managed operation.
- Operations led for more than 3,000 supported users.
How to start
Start with a ten-day diagnostic of one operational flow. If the evidence supports action, continue with a fixed-scope pilot and implementation plan.
MARIN & GORBUNOVA
Bring us one real operational challenge.
In 30 minutes we will assess the problem, the available evidence and the smallest useful first step.
Book a conversation→hello@marin-gorbunova.com