Change strategy, operating models and governance
Change Strategy & Design
Change strategy, operating models and governance that turn your vision into a clear, practical approach, and into how work actually gets done.
Big decisions need more than good intentions. When your organisation is restructuring, merging, adopting new technology or delivering a new strategy, it helps to have an experienced partner who brings clarity, objectivity and hands-on support, and who designs the roles, processes and decision-making that make the change last.
This is a good fit when:
- You have a new strategy to deliver and need clear priorities, ownership and steps people can act on
- You’re restructuring or merging and need an operating model that fits the new organisation
- You’re introducing new technology and need the processes and roles around it designed properly
- Processes have grown organically and need mapping, simplifying and clarifying
- Decisions are slow or unclear and it is not obvious who is accountable for what
- You need assurance: for an audit, a regulator, a customer or your own board
Our approach
What you can expect
Deep understanding
We begin by listening: understanding your organisation’s culture, context and challenges before jumping to solutions.
Strategic clarity
We help sharpen your goals, align around priorities and define success in clear, measurable terms.
People-first thinking
Our advice considers how people experience change, with communication and capability-building built in from the start.
Processes as they really are
We map how work actually happens, not just how it is meant to, and design it with the people who do the work.
Clear decision rights
Who decides, who is consulted and who is told, written down and understood.
Built to last
Documented, adopted and owned by your team, so it keeps working after we have gone.
What we cover
Three areas of work
- 1
Change strategy
Turning your vision into priorities, plans and delivery.
- Diagnosis: stakeholder mapping, interviews and data to reveal what is really going on
- Strategy and policy development, with leaders aligned around priorities and measures of success
- Co-designing solutions with your people, with recommendations linked to measurable benefits
- Support through delivery, communication and embedding, so the change lasts
- 2
Operating models and processes
Designing how the organisation works.
- Mapping and improving end-to-end processes
- Designing the operating model: roles, responsibilities, governance and tools
- Service design, including service levels and KPIs
- Resource and cost models to support decisions
- 3
Governance, process and procedures
Making sure the right decisions are made by the right people, and written down in a form people will use.
- Decision rights, roles, boards, steering groups and reporting lines
- Risk management, controls and assurance, sized to your organisation
- Standard operating procedures, guides, templates and aligned policies
- Briefing, handover and review cycles, so it stays understood and up to date
Real change. Real progress.
Change strategy can support a wide range of initiatives, from implementing new IT systems and rebranding a business, to launching culture frameworks, delivering Change Management programmes, or navigating regulatory and compliance transitions that require precision and pace.
Whatever the challenge, each piece of work is approached with structure, energy and a people-centred mindset, so delivery doesn’t just land, it lasts.
Experience at senior level
Paula led the Department for Education’s first IT strategic and operating model, defining service delivery, capabilities, resources and processes for 8,500 people across 12 UK offices. As Head of IT Operations and Service Assurance, Paula introduced ITIL release management.
At AESSEAL, Paula created a service operating model with KPIs and governance across 15 European branches. At the Ministry of Justice, Paula created a change framework and chaired formal operational governance for a directorate managing 860+ suppliers. At BT Health, Paula defined new working processes and service models for an operation of 150 people, and secured ISO 27001 accreditation for the NHS contract. Paula holds ITIL Foundation and ITIL Service Level Management accreditations.
Tailored to you
Designed around you.
No two organisations face the same challenges. Every engagement is shaped to your needs, people and context, from stakeholder interviews and strategy workshops to governance reviews and leadership alignment.
It can be a focused review with clear recommendations, or hands-on support through design, rollout and handover, from scoping and stakeholder alignment to rollout and review.
Where change begins
Turn the vision into progress.
If you have a vision and want to make it happen, with your people on board, tell us about it and we’ll talk through how we can help.