A global consumer health and wellness brand's Shared Services Center. A Fortune-class enterprise's embedded technology operations. Different industries, different scopes, same operating bones — managed delivery, scorecards, and a Manila team accountable to outcomes, not timesheets. Client identities and identifying details protected under NDA; the operating details below describe Clicktek's areas of contribution only.
The client is a global consumer health and wellness brand operating across the United States, Europe, and ANZ. Like many companies that grew through acquisition, it inherited a fragmented technology estate — multiple ERPs, multiple ecommerce platforms, hundreds of vendor relationships, and regional data warehouses with no unified view.
The brief was not "outsource some tickets." It was: stand up a real Shared Services Center that could absorb the operational load, drive a multi-year reduction in technology cost as a share of revenue, govern the estate, and do it without slowing the business down through stabilisation.
"2025 was about stabilization. 2026 is about governance and acceleration."
We took ownership of eleven service domains: Digital Dev & Support, Boomi Integration, Quality Assurance, Helpdesk & Infrastructure, Security & IT Finance, Data/CRM & BI, PMO, ERP-D365, regional Customer Service operations, Finance AP, and Procurement. Each domain has a named team lead and runs against a single scorecard model: 40% delivery, 20% stakeholder, 20% process, 20% people.
The operating model rests on three principles. First, ITIL-aligned everything — a service catalog, SLAs, JIRA/JSM as the single source of truth. Second, "no Capex without Opex" — every project budget includes a carve-out for operational support, built before go-live, not after. Third, Centers of Excellence over regional generalists — one Shopify COE, one D365 COE, one Data COE, instead of thinly-spread specialists in every region.
Year one delivered material EBITDA improvement versus plan through SSC productivity. Technology cost as a share of revenue is on track against the multi-year reduction target. The 2026 focus is governance and acceleration: ePMO live, Office of the CTO formalised, Architecture and Cloud Forums running, Data COE building toward an Azure Fabric migration, and selective AI-enabled automation in customer service and engineering.
The client's own framing — "stabilize, govern, accelerate" — is now the rhythm of the operation.
Clicktek provides embedded technology operations support to a Fortune-class enterprise client as part of the client's broader modernization program. We deliver against four scoped service areas, all governed under a single managed-delivery Statement of Work and our standard operating discipline.
The client's program is led architecturally by their strategic technology partners. Our role is to provide a dedicated, Manila-based delivery squad that integrates into the program's working rhythm — accountable to defined outcomes, working within the client's tools, processes, and governance.
"One Statement of Work. One delivery squad. Four scoped service areas. Outcomes the client can hold us to."
Helpdesk & Tech Support (L1–L2) — first-line and second-line support for application and platform users, ITIL-aligned, governed under the client's service management tooling. SLA-driven response and resolution, escalation discipline, monthly stakeholder reviews against scorecard metrics.
QA & Application Support — manual and automated quality assurance embedded in delivery cycles, plus ongoing application support for in-scope systems. Defect rate, regression coverage and bug escapes treated as scoreboard metrics, not afterthoughts.
IT Engineering — engineering capacity working within the client's defined architecture and standards. Implementation work, integration support, and engineering deliverables scoped under the SOW.
DevOps — CI/CD pipeline support, deployment governance, infrastructure operations and release management. Embedded in the client's existing toolchain rather than introducing parallel platforms.
The engagement is governed under Clicktek's standard managed-delivery operating model. A single accountable Tech Lead and a Project Manager own the squad's outcomes. The same scorecard structure used across all our engagements applies: 40% delivery, 20% stakeholder, 20% process, 20% people. Monthly stakeholder reviews. Quarterly business reviews against measurable outcomes.
The model is complementary to the client's existing partner ecosystem. We don't replace strategic architecture or program authority — we integrate into it, providing a focused, Manila-based delivery squad accountable to a bounded scope. The client engages outcomes; the squad operates as one team.
Shared services and managed delivery look like different businesses on the surface. Underneath they share the same operating discipline: outcome-based engagement, named accountable owners, scorecards over status reports, and "no Capex without Opex" support funding built into every business case from day one.
Most engagements start with a small, scoped pilot — usually one service domain or one technical workstream — so you can see how we run before committing to a full SSC or build squad.