Anonymised. Outcomes only. Structure is real.

Regional delivery organisation growing faster than its operating model. Strong commercial pipeline, weak forecasting discipline.

Utilisation visibility was poor. Presales-to-delivery handover was breaking down at scale. SOWs were drifting from delivery reality, hurting margin and customer experience.

Redesigned the services operating model. Defined capacity model, utilisation targets per role, SOW templates with solution-review gates, and a steering cadence aligned with the commercial calendar.

Capacity + utilisation framework installed. SOW templates with deliverability checks. Margin visibility at engagement level. Joint governance between presales, delivery, and CS.

Operating-model artefacts adopted as the regional standard. Re-used in subsequent expansion programmes.

Senior delivery leadership team buried in low-leverage work — status, requirements clean-up, runbook authoring, RAID upkeep, steering deck production.

AI was being used informally and inconsistently. No human-in-the-loop discipline. No reuse across programmes. The senior judgement layer was being eroded by administrative load.

Designed and deployed an internal AI-enabled operating system for delivery. Agentic workflows for backlog readiness, acceptance criteria generation, documentation, RAID upkeep, and steering reporting — each with explicit human owners and review gates.

Layered architecture: inputs · AI layer · workflows · governance. MCP servers and model routing centralised. Knowledge reuse standardised. Every customer-facing output gated by an accountable human reviewer.

Operating system pattern packaged and re-used across subsequent customer programmes.

Distributed services teams across EMEA, India and LATAM operating under inconsistent governance — with predictably inconsistent customer experience.

Different definitions of programme status, different escalation routes, different RAID disciplines. Exec reporting was a patchwork. Customers experienced inconsistent delivery models depending on region.

Defined a single delivery governance model across regions: steering cadence, escalation routes, decision rights, RAID standards, customer-health signals, and steering-pack format.

Unified governance + RAID + escalation framework. Standardised steering pack. Customer-health framework with consistent early-warning signal across all regions.

Governance framework adopted as the corporate standard for new services regions.