Client’s Profile
- HR Consulting and Recruitment
- Over 10,000
- Japan
- IT Recruitment, HR consulting
About the Client
A global pharmaceutical and health technology leader operating in more than 100 countries. The organization maintains multiple IT hubs worldwide, including a technology center in Poland. In 2020, the client launched a strategic initiative to enhance and professionalize the coordination of global IT services and projects across its entire ecosystem.
Challenge
The client needed a dedicated partner to manage and coordinate chosen global services and projects delivered by internal teams and multiple external vendors. The goal was to establish a specialized, independent coordination layer ensuring:
- separation of duties and avoidance of conflicts of interest,
- consistent oversight of selected global initiatives,
- alignment between internal stakeholders and numerous technical teams and vendors,
- high-quality service management across dozens of domains,
- a partner acting as a trusted extension of the client’s internal leadership for mission-critical coordination.
This partner was not allowed to deliver implementation, development, or maintenance services. Their role had to remain strictly focused on management, coordination, governance, and oversight.
To select this strategic vendor, the client launched a global RFP.
Solution
Winged IT won the RFP and became the client’s partner for global service coordination. Winged IT has delivered a large, Poland-based team of consultants serving the client according to all his requirements. Winged IT is responsible for:
- coordinating global IT services and projects across multiple time zones,
- managing work performed by other vendors and internal teams,
- ensuring alignment with internal stakeholders and decisionmakers,
- supporting dozens of key domains across the client’s global operations,
- providing roles such as Service Manager, Project Manager, Delivery Manager, Scrum Master, PMO Specialist, and Coordinator.
All consultants work remotely from Poland, with business travel as required.
Team Management & Operational Excellence
Due to the size and complexity of the engagement, Winged IT also manages:
- internal coordination of the entire consultant team,
- knowledge sharing and internal training,
- structured communication processes,
- a dedicated backup system – ensuring that every consultant can be replaced immediately during absence,
- proactive onboarding and cross-training to maintain continuity of service.
Backup consultants continuously gather knowledge about relevant domains, enabling seamless and efficient substitution whenever needed.
Results
Over the course of the partnership:
- nearly 50 consultants have been engaged in global coordination roles,
- Winged IT has supported dozens of critical domains across the client’s worldwide operations,
- the team has consistently met or exceeded SLA requirements and several dozen performance KPIs,
- the client receives regular KPI reports and stakeholder satisfaction surveys,
- Winged IT consultants have been rated highly for multiple consecutive years,
- many consultants receive individual recognitions from client managers,
- the client highlights Winged IT’s professionalism, reliability, and exceptional quality of service,
- Winged IT has repeatedly demonstrated the ability to scale the team dynamically, including rapid expansion when required,
- even highly specialized roles – both technical and businessoriented – have been successfully filled despite challenging requirements.
The partnership remains ongoing, with Winged IT recognized as a trusted, high-performing coordination partner within the client’s global ecosystem.
Technologies & Expertise
- Service Management,
- Project Management,
- Delivery Management,
- PMO,
- Agile & Scrum,
- Vendor Coordination,
- Global IT Governance,
- Cross-Functional Leadership.
Cooperation Model
Long-term team leasing with SLAbased performance management, KPI reporting, backup coverage, and continuous operational support.
Client’s Profile
Pharma & Healthtech
100,000+ employees
IT Staff Augmentation Team Leasing, Project & Delivery Management
Ongoing, as of 2020