Human Resources acts as a key driver during Organisational Development and thus takes on the role of a change agent. Taking the high-level vision of the new design of a business, Human Resources can set about designing the roles that will undertake those business functions and key deliverables.

How we can help you?

• Engage with key stakeholders to understand the service deliverables and how this will be broken down into roles and responsibility levels.
• To implement the service/industry standard to the service delivery as a governance framework
• The creation of role profiles to undertake the tasks, duties, responsibilities and outputs with clear capability requirements and associated cost
• To undertake job evaluation analysis and to implement fair pay and reward systems
• To design and present organisation structures to illustrate the roles and hierarchy of the structure and associated line management responsibility with built in succession planning

SSO HR People Management services provides a consultancy service on all aspects of how people work, behave and engage in line with good practice and legislation. SSO can develop robust policies and working practices to support all aspects of people management, we are able to provide this on a fixed term cost basis, pay per user or pay as you go service.

How we can help you?

Recruitment and Selection – this service includes the management of longlisting and shortlisting candidates as well as creating assessment criteria

Independent Investigations – we have skilled and experienced associates to investigate disciplinary or grievance matters. With a wealth of experience, including how to prepare for an Employment Tribunal your case will be in safe hands.

Performance Management – SSO consultants work with key workforce representatives to create a Performance framework that breaks down corporate objectives into business plans. With a clear set of protocols and key measurables that will guarantee success. In addition, SSO can create workforce competency framework to support the organisations unique culture and support the capabilities required.

Reward – SSO can offer a review of your pay & grading framework to ensure that pay structures are legally compliant and are not bias towards any particular group. This process involves mapping all pay data for the workforce and ensuring that roles have been robustly evaluated against a fair set of principles to justify salary levels.

Training – SSO provides management training on all people management skills including managing Disciplinary & Grievances, managing attendance, understanding Job Evaluation, Conduct an effective appraisal and how to manage performance issues.

Cost reduction & restructuring (redundancy) – SSO have led many industry downsizing programmes. The key aim is to ensure when times are tough that employees are communicated to with openness and honesty and treated with dignity and respect. We look at ways of reducing costs over and above headcount reduction. We advise and project managing redundancy programmes and lead on consultation on your behalf with key stakeholders ensuring union involvement from the moment go.

Digital Transformation requires a change in organizational culture and in its definition in ‘new ways of working’. To create this new culture requires a strategic focus and direction to embed the Digital changes in the organisation.

The SSO team have significant experience  mapping the current and future model through a diagnostic approach and creating strategic plans to create the culture of the organisation through, key people management strategies, policies and interventions.

How we can help you?

• SSO consultants will identify the changes required in the organisation culture through a deep dive diagnostic approach.
• To work with key stakeholders to create a vision for the future culture for the organisation.
• To build long term strategies and plans to achieve the culture change, through a phased approach.
• To present solutions and key interventions to support the people change and investment in new capabilities for the future of the organisation.

A Target Operating Model shows how an organisation should be supported by its employees and its organisational structure to deliver and execute the organisations future strategy.  It provides a visual overview of how a business can be structured to implement an organisations strategy as each of the main business activities are represented. The SSO team have significant experience creating an optimal Target Operating Model (TOM) of your business vision, prompted by changes in regulation, products/services, technology, infrastructure, geographical reach, mergers and acquisitions.

A Target Operating Model is different to a firm’s business strategy.  The latter will change frequently based on external factors.  A Target Operating Model provides the core framework  and flexibility required to execute the organisations delivery functions and execute business strategy.

 

SSO Consultants have worked with complex organisations designing target operating models based on 2 key principles:

1. Increase coordination and integrated working across organisations. This means developing consistent policy objectives, joining up planning and sharing processes, ICT and resources where appropriate. This will be underpinned by
   modern digital platforms and greater sharing of data and evidence. and building on current plans for local integrated delivery.
2. Redesigning services flexibly and simply, removing activity that does not contribute to delivering outcomes for our clients, and thinking innovatively about delivery. Services are designed to meet the needs of our customers using improved digital channels to transform the customer experience.

 

Typically a Target Operating Model (TOM) may need to be developed to support its strategy due to the following:

• A new organisation which is being created or a new service line within is being introduced within an existing organisation
• Execution of new digital transformation projects
• Increased service delivery efficiencies
• To support an increase in volumes or incorporate new business as a result of mergers or acquisitions
• Changes to business strategy to gain competitive advantage
• To meet new key performance indicators
• Strategic cost reduction opportunities

How we can help you?

• Understand how your operating model operates today during our discovery sessions, workshops and facilitate structured sessions to construct a Target Operating Model and journey to implementation.
• Develop Technology Design, Organisation Design, Service Management Models and development of various models which underpin the Target Operating Model.
• SSO Consultants will work with your teams to present the proposed Target Operating Model at board level and present and justify costs to implement the recommended solution.
• Provision of Subject Matter Expertise (SME), drawn from real-world experience using our consultants to leverage skills and experience what your similar size competitors are doing.
• Project Management for the creation of your Target/Global Operating Model.
• Delivery of industry-standard TOM associated documents such as Business Taxonomy diagrams and Process Definitions.

Effective sourcing and vendor management is critical to ensuring that organisations receive the value, performance, and strategic outcomes they expect from their supplier ecosystem. Many organisations enter vendor relationships without clearly defined objectives, measurable outcomes, or a long‑term sourcing vision. While this may appear sufficient initially, it often results in misaligned expectations, deteriorating service quality, commercial disputes, and a breakdown in trust between buyer and supplier.

SSO Partners brings extensive experience in designing and implementing sourcing strategies that align with organisational goals, operational requirements, and industry best practices. Our consultants support clients from the initial RFP stage through supplier selection, onboarding, and ongoing performance management. We ensure that each vendor’s role is clearly defined, integrated into the broader service ecosystem, and governed through robust accountability mechanisms.

How We Support Your Organisation

 

Strategic Sourcing Framework Development

• We work with your organisation to define a comprehensive sourcing strategy that spans the full lifecycle—from RFP creation to supplier evaluation, selection, and onboarding.
• This includes defining service requirements, performance expectations, and how each supplier contributes to the overall service delivery model.

Supplier Agreement & Contract Frameworks

• Our consultants help you establish a structured agreement framework that enables consistent, fair, and transparent supplier engagement.
• This ensures that contracts reflect your business needs, risk appetite, and service expectations, while supporting long‑term partnership and value realisation.

Supplier Selection & Risk Evaluation

• We support your organisation in identifying and selecting suppliers that align with your strategic objectives, operational requirements, and risk profile.
• This includes evaluating vendor capabilities, assessing delivery maturity, and determining whether services should be sourced externally or developed internally to reduce long‑term OPEX costs.

Option Selection & Service Support Analysis

• Our team develops detailed Option Selection Reports that assess how services are currently supported and present future-state options aligned with your long‑term business strategy.
• These reports consider cost, risk, service performance, scalability, and alignment with digital transformation initiatives.

Executive-Level Recommendations & Business Case Development

• SSO Partners prepares and presents sourcing recommendations at CEO/CIO level, supported by robust analysis and clear justification.
• Our consultants have significant experience developing business cases that secure funding for preferred sourcing options and transformation initiatives.

Vendor Governance & Performance Management

• We design and embed governance frameworks that ensure suppliers are held accountable for service performance, contractual obligations, and continuous improvement.
• This includes establishing KPIs, SLAs, OLAs, performance dashboards, escalation models, and structured review cycles.

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Additional Values We Bring

 

• Ecosystem Integration: Ensuring suppliers operate cohesively within a multi‑vendor environment.
• Commercial Optimisation: Identifying cost‑saving opportunities, contract efficiencies, and value‑added services.
• Risk & Compliance Alignment: Ensuring sourcing decisions support regulatory, security, and operational risk requirements.
• Service Continuity & Resilience: Evaluating vendor dependencies and ensuring continuity plans are embedded.
• Strategic Partnership Development: Helping organisations move from transactional vendor relationships to collaborative, outcome‑driven partnerships.

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Effective Service Management Consulting aims to establish efficient, predictable, and high‑performing IT operations by standardising tooling, optimising processes, and integrating end‑to‑end service delivery capabilities. SSO Consultants partner closely with clients to design, develop, and enhance Service Management functions aligned to recognised industry frameworks and standards, including ITIL. Our advisory services cover all components of the Service Management operating model, ensuring alignment across people, processes, technology, and governance.

As a vendor‑agnostic organisation, SSO maintains independence in its recommendations. Our consultants possess extensive experience with leading service‑management platforms such as ServiceNow, Marval, Cherwell, and BMC Remedy. This enables us to provide objective guidance on selecting and implementing the most appropriate tooling solutions that integrate seamlessly within your organisation.

 

How We Support Your Organisation

ITSM Maturity Assessment

• Our consultants collaborate with your organisation to assess the maturity of existing ITSM processes across the service lifecycle, including Incident, Problem, Change, Request, Configuration, and Knowledge Management.
• Using industry best practice and ITIL‑aligned assessment frameworks, we identify strengths, gaps, and opportunities for digital transformation.
• The outcome is a structured roadmap that guides your organisation toward higher service maturity, improved governance, and measurable performance improvements.

IT Service Catalogue Consulting

• We design and implement comprehensive, technology‑aligned Service Catalogues that clearly define business services, technical services, and supporting components.
• Our approach ensures seamless integration with your existing service model, CMDB, and ITSM tooling, enabling improved service transparency, standardisation, and customer experience.

Service Design Documentation

• Our consultants develop detailed Service Design Packages (SDPs) that articulate how new or modified services will operate within your environment.
• This includes analysis of impacts across people, processes, technology, suppliers, and governance structures.
• Each design is supported by process documentation, procedural workflows, SLA/OLA frameworks, and third‑party engagement models to ensure smooth transition into Service Operation and Continual Improvement.

Business Process Re‑engineering

• We evaluate your current operational processes to identify inefficiencies, bottlenecks, and opportunities for automation.
• Leveraging digital workflow technologies and ITIL‑aligned process optimisation techniques, we redesign processes to reduce waste, enhance service quality, and lower operational costs.
• Our focus is on creating scalable, repeatable, and measurable processes that support long‑term organisational growth.

Service Delivery Remediation

• If your organisation is experiencing service‑delivery challenges, SLA breaches, or contractual performance issues, our team is equipped to intervene rapidly.
• We specialise in stabilising underperforming service environments by identifying quick wins, addressing root causes, and developing accelerated turnaround plans.
• Our consultants bring extensive experience in restoring service performance for large and complex organisations.

 

Digital transformation refers to the strategic use of digital technologies to create new, or enhance existing business processes, organisational culture, and customer experiences in response to evolving market and operational demands. In today’s hyper‑connected environment, data‑driven intelligence plays a central role in decision‑making. Artificial intelligence and machine learning now enable systems to simulate human reasoning, learn autonomously from historical data, and solve complex problems without the need for explicit programming.

Organisations that prioritise digital transformation embracing automation, investing in modern tools, and developing the capabilities of their people and processes are best positioned to scale effectively and outperform their competitors.

 

How We Support Your Transformation Journey

 

Identifying and Enabling Digital Opportunities

• We collaborate with your organisation to uncover digitally enabled opportunities that align with long‑term strategic objectives while simultaneously reducing operational expenditure.

Understanding Customer and User Behaviour

• We analyse the digital behaviours of your customers and end users to enhance the overall experience, deliver personalised interactions, and ensure your organisation remains aligned with current and emerging technology trends.

Benchmarking and Competitive Positioning

• We assess your competitive landscape and develop realistic, actionable plans to initiate and accelerate your digital transformation journey.

Defining a Comprehensive Transformation Strategy

• We shape a clear transformation strategy designed to deliver on long‑term business goals. This includes understanding the organisation’s current state, identifying the work required to prepare for change, and establishing well‑defined workstreams and programmes to achieve measurable outcomes.

Inspiring and Mobilising Your Workforce

• We help cultivate a culture that embraces innovation, encouraging your people to engage with new ideas and actively participate in the transformation journey.

Aligning Strategy with Digital Opportunities

• We ensure that digital initiatives are directly aligned with strategic objectives, enabling coherent and sustainable transformation.

Driving Measurable ROI

• We support you in maximising the return on investment from IT and digital deployments, ensuring that new technologies deliver tangible value through improved behaviours, processes, and outcomes.