CASE STUDY
Onboarded
Deployed up to
Executed
Spent
Decommissioned
Launched
a support call center in South Africa with EXL Technology Services
Built hundreds
of LAN security and software templates
Segmented networks
and established customized firewall rules.
When a key client made the strategic decision to shift from a single operational and technical outsourcing partner to several diversified partnerships, they turned to 5280 PMO to lead the complex transition. The stakes were high—thousands of users, multiple vendors, a global footprint, and a tightly integrated IT infrastructure that had to keep humming with minimal disruption.
The goal was clear but ambitious: successfully transfer operational and technical services from one strategic partner to several new ones—without impacting business continuity. From provisioning new machines and building out secure environments to establishing a support center in South Africa, this initiative would require precision, coordination, and relentless execution.
5280 PMO’s team of project and program managers partnered with the client’s portfolio oversight lead to craft a roadmap for transition that emphasized iterative execution and a strong feedback loop.
5280 PMO implemented a phased approach:
Rather than attempt a one-and-done cutover, the team broke the transition into manageable phases. Each iteration brought new insight and better outcomes. From August 2023 to November 2024, over 3,500 users were added to the client’s network. This included transitioning 700 users with physical laptops from the old strategic partner, and onboarding more than 2,800 new hires across four different partners via virtual machines.
To support this effort:
Managing all of this required intense technical coordination, transparent communication, and strong governance. From building firewall rules based on monitored activity to segmenting networks for each third party, 5280 PMO created the technical runway for sustainable, scalable operations.
The complexity of integrating multiple new suppliers—many of whom had never worked together—was one of the biggest hurdles. To keep things on track, the PMO delivered crystal-clear plans, regular reporting, and daily syncs to keep everyone aligned. Incident volume was high, as expected, but prioritization protocols and structured communication ensured that critical issues were addressed first, while lower-priority concerns were queued with appropriate workarounds.
Hypercare was key. More than 2,200 hours were logged post-cutover to ensure stability and provide on-demand support. Throughout the process, the team focused on severity-based triage, transparent updates, and a commitment to resolution timelines.
By the end of the engagement, the client had successfully transitioned to a diverse network of operational and technical partners. Their infrastructure was cleaner, segmented, and better aligned with long-term cost and performance goals. Technical operations were stabilized, and they gained full visibility into human capital and infrastructure costs per product line—an achievement that will continue to inform smarter decisions.
5280 PMO sat at the center of it all—connecting dots between internal technical teams, operational groups, legacy partners, and new vendors. The client’s leadership team remained hands-on throughout, working in lockstep with 5280’s experienced project and program managers to steer the ship. Risks were flagged early, decisions were made swiftly, and every milestone was met.
“I am incredibly proud of our team’s dedication and expertise in successfully transitioning our client’s strategic partnerships. This project not only showcased our ability to manage complex technical and operational challenges but also reinforced our commitment to delivering exceptional results. Our collaborative approach and meticulous iterative planning ensured a seamless transition, setting our client up for a future of organized and improved technical operations. This initiative’s transformative achievement is a testament to the hard work and innovation of our team.”
Ceneé LaTulippe, CEO, 5280 PMO
This project proved that complex transitions can be done not just well—but exceptionally—when guided by clarity, collaboration, and a commitment to iteration. From the technical deep dives to the strategic orchestration, every part of the effort was driven by a shared goal: building a more agile, scalable foundation for the future.
A high-stakes transition executed with care, precision, and flexibility—delivering stronger operations, diverse partnerships, and a future-ready infrastructure.
Curious how we help with your technical transition? Get in touch with our team or view additional success stories on our Case Studies page.
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