As the demand for exceptional customer service increases, organisations need to evolve and adapt to optimise their delivery of technology. In doing so they often find that their operating model is no longer fit for purpose, leading to points of stress and friction that prevent effective delivery, generate cost inefficiency and increase business risk.

Mozaic has deep practical experience of Operating Model design and transformation, using proven, proprietary IP and productised models to accelerate assessment, design and transformation.  Our work is also underpinned by volumes of analysis, insights and proprietary financial models providing a clear understanding of relative market value.

We explore existing functional and process models, governance and control mechanisms, data architecture, sourcing strategy, people and organisation requirements, tooling and automation opportunities and overall programme delivery needs; designing new structures that are future ready.

We build consensus across leadership teams and ensure buy-in at all levels to support sustainable change. Rather than building a prescriptive ‘blueprint’, we follow a ‘playbook’ approach, facilitating an iterative implementation that is led and owned by client teams.

Using this approach results in a future ready, adaptive organisation; resilient to the inevitable changes and evolutions that will continue to reshape requirements over time.

We recognise the phrase “service design” holds different meanings to different people. In ITIL it is focused on the operational needs of the customer; in the Public Sector functional requirements are the primary concern. At Mozaic we recognise it is both and more, and that service design always has a material impact on business outcomes and user experiences.

For digital products and applications, we establish a deep understanding of all user needs in order to design and build services that are not only functional but accessible, meaningful and valuable.

We also have proven expertise in service management and service integration, including platform and tooling selection, sourcing strategy and commercial support. With a strong understanding of standard frameworks such as ITIL, COBIT and SFIA, we are trusted by organisations across industries to provide services that are resilient, performant and secure.

Over the last decade Mozaic has developed a comprehensive set of tried and tested templates and models to inform a coordinated approach to service design based on proven solutions. These are applied with pragmatism and flexibility, and rigorously adapted to ensure our clients’ evolving needs are met.

As a result, our clients benefit from services that exceed customer expectations, deliver exceptional value, and attain excellence in their SLAs within a well-managed budget.