Service Governance & Operating Model Consulting
Supporting organisations to establish clear decision rights, effective governance structures, and operating models that enable consistent, accountable service delivery.
Many organisations struggle with service performance not because of weak processes or tooling, but because decision-making authority, accountability, and governance structures are unclear or ineffective. Governance exists, but it does not consistently influence behaviour or outcomes.
Unclear decision rights
Roles and forums exist, but it is not always clear who can decide, who must be consulted, and how decisions are enforced across services, suppliers, and teams.
Governance focused on assurance, not control
Governance mechanisms emphasise reporting and compliance, but lack the levers required to actively manage performance and risk.
Operating models that look good on paper
Target operating models are defined, but fail to reflect organisational culture, sourcing arrangements, or real operational constraints.
Inconsistent accountability across the service landscape
Ownership is fragmented across functions, suppliers, and programmes, leading to escalation, duplication, and delayed decision-making.
Effective service governance and operating models are not defined by layers of forums or documentation. They are reflected in how confidently decisions are made, how consistently accountability is applied, and how well services perform as a result.
Well-designed governance and operating models typically demonstrate:
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Clear decision rights aligned to service ownership
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Defined accountability across internal teams and suppliers
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Governance structures that enable timely intervention
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Operating models aligned to organisational context and sourcing strategy
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Management information that supports decision-making, not just oversight
When done well, governance becomes an enabler of control and performance rather than a source of friction.
Our approach to service governance and operating models is grounded in real operational environments, not abstract frameworks. We focus on clarity, practicality, and behavioural impact.
Assessment-led, not assumption-led
We establish how governance and decision-making work in practice before recommending changes or defining future-state models.
Decision rights before structures
We clarify authority, accountability, and escalation paths before designing forums, processes, or artefacts.
Operating models rooted in reality
Models are designed to reflect organisational culture, sourcing arrangements, and operational constraints — not theoretical best practice.
Governance as a management tool
Governance mechanisms are designed to actively influence outcomes, behaviour, and performance, not simply provide assurance.
Organisations engage us at different points in their governance and operating model journey. We provide targeted support across the full lifecycle, depending on context and need.
Assessment & Planning
Establish a clear view of current governance effectiveness, decision rights, and operating model readiness.
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Governance maturity and effectiveness assessments
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Operating model readiness reviews
Transform
Embed new governance ways of working and support organisational change across live environments.
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Governance implementation and uplift initiatives
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Operating model transition support
Design & Build
Design pragmatic governance structures and operating models aligned to organisational objectives and sourcing arrangements.
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Target Operating Models
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Service governance framework design
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Role, accountability, and decision-rights definition
Resources to Operate
Provide experienced governance capability to support ongoing control, assurance, and decision-making.
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Governance advisory support
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Interim governance and operating model roles