Within the insurance/financial sector, a large company operating internationally commissioned a complete infrastructure outsourcing project. The contract encompassed all layers, from network infrastructure to middleware (development and support). The vendor acted as an integrated partner for infrastructure management, system development, and ongoing change.
The challenge
The client faced the challenge of monitoring the supplier's performance, closely following contractual KPIs, and simultaneously ensuring operational continuity. Without an effective vendor management approach, there was a risk of insufficient service level compliance, concealment of performance deviations, and therefore limited control over costs, quality, and innovation delivery.
Our approach
PACT Association acted as Vendor Management Partner and supported the client with, among other things:
- Establishing a vendor governance model with clear roles, escalation mechanisms, and a reporting structure;
- Developing a KPI framework tailored to infrastructure outsourcing (with performance indicators such as availability, speed of change, defect resolution, capacity, and innovation deliverables);
- Continuous monitoring of supplier performance, including monthly scorecards and quarterly reviews;
- Facilitating periodic contract reviews to identify deviations early, adjust them, and initiate corrective actions where necessary.
Do you also want full visibility into vendor performance?
Talk to our experts
