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.