Leading Change During Digital Transformation

Situation

In 2023, Nine Auras IT announced a strategic pivot from on site support to managed services for mid tier enterprises. The transition required rapid re architecting of service delivery models while maintaining client satisfaction.

Task

I was tasked with orchestrating the migration, ensuring that our existing clients continued to receive uninterrupted service and that new MSP processes were fully operational within 90 days.

Action

• Stakeholder Alignment – Convened cross functional workshops (sales, support, finance) to map out transition timelines, resource requirements, and risk mitigation plans.

• Process Re engineering – Defined a new SLA model (Tier A: 99.9 % uptime, Tier B: 99.5 %) and redesigned the ticketing workflow to include proactive monitoring alerts.

• Tool Integration – Integrated Azure Monitor and ServiceNow ITSM with existing infrastructure; set up automated alert to ticket pipelines.

• Change Management & Training – Rolled out a “Digital Transformation Playbook” for staff, conducted role specific training, and established a “Go Live Support Team” to handle any post migration incidents.

Result

• Transition completed in 78 days, ahead of the 90 day target.

• Client churn fell below 1 %, while new MSP contracts grew by 22 % within the first quarter post launch.

• The initiative was highly appreciated by the board of directors.

Key Takeaway

Successful digital transformation hinges on clear communication, robust process design, and empowering teams to adapt quickly, principles that should be applied in every MSP engagement.