The Chartered Institute of Export & International Trade
Trade
The Chartered Institute of Export & International Trade needed to stabilise technology operations during a major digital transition; a redefined Technology Services function improved responsiveness, accountability, and organisational confidence.
Establish a high-performing Technology Services function to support a 170-person organisation adopting a new digital stack, ensuring stability, responsiveness, and confidence across all teams.
The organisation’s transition to a new central system of record, CRM platform, alongside a new channel and automation stack, demanded support from a dedicated technology services department. Teams faced uncertainty, backlogs, and a lack of standard operating procedures (SOPs), creating delivery risk and eroding confidence.
Redefined the purpose of the project delivery team as a Technology Services function. Introduced structured governance, service ownership, and incident management. Rebuilt trust through clear communication, regular support reviews, and process documentation. Provided day-to-day leadership while guiding the revision of SOPs, backlog management, and escalation procedures.
Stabilised technology operations and built a trusted Technology Services department now responsible for infrastructure, cybersecurity, data, and applications. The new team structure improved responsiveness, accountability, and long-term organisational confidence in technology delivery.
