Global IT previously funded and delivered solutions for countries and accounts at no direct cost. With budgets shifting, a new model was needed where customers would request, fund, and adopt IT solutions. The challenge was to design a transparent model that could balance financial accountability with customer satisfaction, ensuring IT remained a trusted partner rather than a barrier.

• Designed a Customer Engagement Model aligned with the Digital Product Value Stream, handling strategic projects, improvements, and service requests.​
• Created transparent quoting and invoicing processes (from request to approval to final invoice) with standardized templates and workflows​
• Introduced structured refinement workshops, governance ceremonies, and customer-facing artifacts (roadmaps, capability decks, demos, release notes).​
• Embedded change management and training materials to ensure customers understood and adopted the new model.

• Customers gained clarity on how to request, quote, and fund solutions.​
• IT repositioned as a value center, with cost transparency and measurable return on investment.​
• Stronger collaboration between IT and business, with customers engaged throughout delivery and adoption.​
• A sustainable model balancing financial responsibility and customer satisfaction.