A 12-day review became a 6-month embedded transformation
TECHNOLOGY & SERVICE STABILISATION · FULL-TIME + PART-TIME DIRECTORS
For a national law firm, what started as a short, focused technology
review became the case for a much bigger mandate — an
embedded, six-month transformation of the entire technology and
service function.
The Challenge
Enably was first brought in for a short advisory review of a major data centre
migration — checking the plan for gaps, the timeline for risk against a fixed
deadline, and the financial position on decommissioning and exit costs. That
work surfaced a deeper problem: the wider technology function had no real
monitoring in place, so issues reached end users before IT knew about them.
Recovery times were long, root causes were hard to pin down, and the team
had no structure to work proactively rather than react. Left unaddressed, that
was a direct risk to revenue and to the service the firm’s own clients
experienced.
What Enably Did
Off the back of that initial review, the client asked Enably to take on a six-
month embedded programme — a full-time Transformational Director covering
technology, and a half-time Transformational Director covering service and
customer experience, working directly inside the IT function. The programme
runs across three fronts at once: rebuilding the operating model, ownership
and escalation paths on the people side; fixing the process gaps and undefined
ownership behind poor service outcomes; and designing the observability
framework, tooling, and root-cause remediation needed to move the estate
from reactive to proactive. Throughout, the brief is explicit — build capability
the client’s own team keeps, not a dependency on Enably.
The Outcome
- This programme is live and in delivery, so we’re reporting progress honestly
- rather than a finished result. What’s already true: a short, low-risk advisory
- engagement earned enough trust to be extended into a full technology and
- service transformation, backed by senior director-level resource embedded for
- six months, with weekly check-ins and monthly steering reporting to keep it
- accountable. That trajectory — small trust-building engagement into a larger
- mandate — is the story we’d want any prospective client to test us against.
