Business Transformation Outsourcer Management


One of the world’s leading providers of communications solutions and services operating in 170 countries. Its principal activities include networked IT services, local, national and international telecommunications services, and higher-value broadband and internet products and services.

Project Overview & Objectives

The client initiated a global transformation program that is focused on the billing operations and systems for regions around the world. The main objectives are to reduce costs within operations, establish a strategic system architecture to increase efficiencies, and to apply best practices across all regions.

Our Involvement

Synaptitude was asked to supply project management for the United States and Canada (US&C) regional deployment of this program. The initial responsibilities included the drafting and revising of the vendor contract agreement for the selected outsourcing vendor. This included the establishment of Service Level Agreements (SLAs), facility requirements, transition approach, and system requirements. Synaptitude managed the technical setup of vendor resources within the client network, and their access to the required systems. Additionally, they managed the development of the vendor facility in India. This facility needed to meet the client’s security requirements and technical specifications to run the operations, and the client’s network infrastructure had to be modified to allow the vendor facility to access the systems needed to execute.

Results and Benefits

The initial phase for the US&C region has been completed and operations for two business units have been moved to the outsourcing vendor in India. Client billing operations resources in the region have been reduced, and processes have been changed to leverage the new interactions and efficiencies the vendor can provide. Additional business unit migrations and the transformation efforts to the strategic systems architecture are currently underway.