The Challenge: Global Scale Without Cost Governance
Market Force Information operated a complex, distributed analytics environment across the US, Canada, and Europe where rapid growth had outpaced technical governance.
- Cloud Cost Volatility: Monthly Azure spend had escalated to $124K without a formal workload rationalization framework.
- Operational Blind Spots: Inconsistent ticket categorization in Jira resulted in nearly half of support activity going unmeasured.
- Workforce Fragmentation: Global SysOps teams lacked a unified performance management framework, impacting consistency.
The Strategy: Rationalization & Performance Discipline
The transformation focused on transitioning IT into a lean, data-driven service provider through radical cost containment and a full redesign of the global delivery ecosystem.
1. Cloud FinOps & Workload Rationalization
Executed an Azure optimization initiative targeting underutilized assets, reducing monthly cloud spend from $124K to $69K without impacting service availability.
2. ITSM Relaunch & Operational Visibility
Owned the end-to-end redesign of Jira Service Management, redefining intake workflows and ticket categorization to ensure 100% incident capture.
3. Institutionalizing Performance Management
Introduced the organization’s first formalized performance management process, implementing SMART goal frameworks to align global teams.
The Results: Global Operational Stability
By applying disciplined governance to a global footprint, the organization achieved immediate bottom-line impact and a significant shift in service perception.
- Substantial Cost Takeout: Delivered $660K in annualized cloud savings and an additional $120K through aggressive vendor consolidation.
- Superior Service Quality: Improved CSAT scores from 3.2 to 4.6 while maintaining high SLA performance.
- Infrastructure Modernization: Standardized endpoint provisioning across remote locations, reducing configuration issues by 37%.