Global Financial Services Leader Secures 40% Cost Savings

40%+

Labor Cost Savings

$2M

Productivity Gains

100%

SLA Compliance

24×7

365 Days Global Support

The Challenge

Fragmented Multi-Regional Support, Missing SLAs, and Regulatory Risks

The financial institution was seeking a strategic transformation partner to build a dedicated Service Desk for Identity & Access Management (IAM) supporting critical business units across the US, UK, and Europe. The existing infrastructure suffered from significant gaps:

Complex, Fragmented Environment: Employees were utilizing several common applications with multiple overlapping versions, making regional regulatory compliance and active monitoring incredibly complex.
Severe Support Constraints: Technical support was restricted to a standard 8×5 local model, creating severe coverage gaps for a global workforce and dragging down end-user satisfaction.
Lack of Accountability: The organization lacked defined performance metrics or internal Service Level Agreements (SLAs), leaving system vulnerabilities unmeasured and untracked.

Sutherland Solution

Deploying an ITIL-Compliant, 24×7 Multilingual Service Hub

Global Delivery Model Transition Sutherland designed and launched a consolidated IAM (Identity & Access Management) support team staffed by 30 expert IAM Engineers operating out of strategically located delivery hubs in India and Bulgaria, instantly unlocking 24x7x365 support capabilities.
Multilingual EMEA Support Realization To ensure frictionless cross-border operations, the engineering team deployed native-level support across three core business languages: English, French, and German.
Comprehensive IAM and Operational Framework Sutherland structured robust metric tracking and reporting mechanisms across six core domains to turn around operational visibility:

✔ Level 1 Service Desk & SharePoint Administration
✔ End-to-end Identity and Access Management (IAM)
✔ Asset and Version Management
✔ Strict ITIL-compliant Escalation Management
✔ Enterprise SAP support
✔ Modern Mobile Device Support structures

The Outcome

Substantial Bottom-Line Savings, Maximum Security Compliance, and Hardened SLAs

The transition to Sutherland’s managed IAM support yielded immediate, massive financial rewards, securing a 40% reduction in labor costs during Year 1, which scaled to a remarkable 60% optimization in Year 2 as operational efficiencies matured. By driving faster resolutions and continuous availability, the solution injected $2 million back into corporate productivity over 18 months.

Crucially from a security and compliance perspective, the newly implemented framework achieved 100% SLA performance for employee leaver deactivation across four consecutive quarters—completely eclipsing the organization’s stringent 95% target and eliminating trailing insider risk threats.