Operating across NAM · EMEA · ANZ · APAC Part of the Keystone Apex group · Sister to yGen
Shared Services · Managed IT · BPO Automation

We run the operations
and support the systems
global businesses depend on.

Customer Service Operations Finance & Accounts Payable IT Helpdesk & Tech Support D365 ERP Support Boomi Integration Shopify & Ecommerce Ops QA & Application Support IT Engineering DevOps & CI/CD PMO & Delivery Governance Data, BI & CRM Procurement Operations Customer Service Operations Finance & Accounts Payable IT Helpdesk & Tech Support D365 ERP Support Boomi Integration Shopify & Ecommerce Ops QA & Application Support IT Engineering DevOps & CI/CD PMO & Delivery Governance Data, BI & CRM Procurement Operations

Run rate, not
vanity metrics.

Numbers from live engagements — a global consumer health and wellness brand's SSC and a Fortune-class enterprise's embedded technology operations. Both anonymized under NDA.

Material
EBITDA improvement versus plan, delivered through SSC productivity in year one of the consumer health engagement.
Flagship SSC · 2025
4
Embedded service areas — Helpdesk, QA & App Support, IT Engineering, DevOps — for a Fortune-class enterprise.
Managed Services · 2026
11
Service domains run from a single SSC — IT, finance, customer service, ERP, data, governance.
Active scope · 2026
70+
Operators, engineers, analysts and team leads embedded across both flagship engagements.
Headcount · Q1 2026

What we actually run.

Not a service catalog. A working operating model. Each domain comes with team leads, scorecards (Delivery 40 / Stakeholder 20 / Process 20 / People 20), and a no-Capex-without-Opex governance discipline that keeps support funded from day one.

01 / IT & ENGINEERING

Digital Dev & Support

Frontend, backend, DevOps and platform support for the systems your business runs on — kept stable while you ship new things.

  • Shopify, Magento, GECOM ecommerce
  • Senior FE/BE engineering
  • DevOps & CI/CD pipelines
  • PIM & AI-assisted content ops
02 / IT & ENGINEERING

ERP & Integration

D365 functional and technical depth, Boomi integrations, and the unglamorous work that makes order-to-cash actually work across regions.

  • Microsoft Dynamics 365
  • Boomi integration management
  • Legacy retirement (Navision, Synchro, MI9)
  • Master data & reference governance
03 / IT & ENGINEERING

Helpdesk, Infra & Security

ITIL-aligned helpdesk, infrastructure operations, and IT security — built around JIRA/JSM as a single source of truth.

  • L1–L3 helpdesk & service desk
  • Cloud & on-prem infrastructure ops
  • SOC2 / ISO 27001 / CIS v9 alignment
  • Change & incident management
04 / DATA

Data, BI & CRM

A working Data Center of Excellence — Azure Fabric, BI dashboards, CRM hygiene, and the Data Dream Team that turns warehouses into decisions.

  • Azure Data Lake → Fabric migration
  • BI & finance reporting
  • CRM operations & data quality
  • Practitioner / HCP analytics
05 / OPERATIONS

Customer Service Ops

Multi-region customer service teams running across multiple time zones, with SLA discipline, escalation governance, and CSAT scorecards.

  • Order processing & exception handling
  • First-response & resolution SLAs
  • Multi-timezone coverage
  • Practitioner support workflows
06 / OPERATIONS

Finance, AP & Procurement

Accounts payable, IT finance, procurement support and vendor management — built to take cost out without taking control out.

  • Accounts payable operations
  • IT finance & vendor consolidation
  • Procurement support
  • Monthly performance reviews
07 / GOVERNANCE

PMO & Delivery Governance

An ePMO that gives you one tool, one entry point, clear ownership, and one dashboard. Visibility without the meeting tax.

  • Project & portfolio management
  • Business analysis
  • JIRA / JSM single source of truth
  • Resource & capacity management
08 / GOVERNANCE

Quality Assurance

Manual and automated QA embedded in delivery — defect rates, rework, and bug escapes treated as scoreboard metrics, not afterthoughts.

  • Functional & regression testing
  • Test automation
  • Release readiness & gating
  • Defect trend reporting
09 / MANAGED IT

Embedded Managed IT

For enterprises that need a dedicated IT operations capability — not staff augmentation. Helpdesk L1–L2, QA & App Support, IT Engineering, and DevOps delivered as one managed-service squad on a fixed Statement of Work.

  • Helpdesk & Tech Support (L1–L2)
  • QA & Application Support
  • IT Engineering capacity
  • DevOps & CI/CD ownership
  • Manila-based, Singapore-governed
10 / OPTIONAL

BPO Automation Layer

Where it makes sense, we layer agentic AI — built on yGen Phoenix — on top of the work, so growth doesn't mean linear headcount.

  • Process discovery & automation
  • RPA + agentic orchestration
  • Sovereign on-prem AI option
  • Powered by yGen Phoenix
BPO + Automation, in that order

The work first.
Then the automation.

Most BPO automation pitches start with a tool. Ours start with a stable operation. We run the work — measure it, document it, scorecard it — and only then automate the steps that should never have been human in the first place.

When automation makes sense, we have an in-house option: yGen Phoenix, our sister company's agentic AI platform. It runs on-premise or in your cloud, so your data, your governance, and your sovereignty stay intact. No new vendor to onboard. No new contract to negotiate. Same delivery team, more leverage.

How the group works →
◆ Three layers · One operating model
Operations
Clicktek SSC
Teams, SLAs, scorecards
Process & RPA
JIRA / JSM
Discovery, scripting, RPA
Agentic AI
yGen Phoenix
Sovereign on-prem agents
Flagship Engagements · Both Active 2026

Two flagship engagements.
One operating discipline.

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. Both anonymized under NDA.

CASE 01 · SHARED SERVICES
Live since 2024

A global SSC for a consumer health & wellness brand.

A global consumer health and wellness brand operating across the United States, Europe and ANZ chose Clicktek as the operations spine for its Shared Services Center.

The brief was not "outsource some tickets." It was: stand up a real SSC, drive a multi-year reduction in technology cost as a share of revenue, govern a multi-ERP, multi-platform estate inherited through M&A — without slowing the business.

"2025 was about stabilization. 2026 is about governance and acceleration."

Eleven service domains run under a single scorecard: 40% delivery, 20% stakeholder, 20% process, 20% people. Year one delivered material EBITDA improvement versus plan through SSC productivity.

IndustryConsumer health & wellness
FootprintUS · Europe · ANZ · 60+ team
FrameworksITIL · 4DX · Playing to Win
Digital DevBoomiQAHelpdeskSecurityData/CRMPMOD365CS OpsFinance APProcurement
CASE 02 · MANAGED SERVICES
Active engagement · 2026

Embedded tech operations for a Fortune-class enterprise.

A Fortune-class enterprise client engaged Clicktek as managed-services partner for embedded technology operations support — a Manila-based delivery squad working alongside the client's strategic technology partners.

The scope spans four embedded service areas, all governed under a single Statement of Work: Helpdesk & Tech Support (L1–L2), QA & Application Support, IT Engineering, and DevOps. Outcome-based engagement, not staff augmentation.

"One Statement of Work. One delivery squad. Four scoped service areas. Outcomes the client can hold us to."

The squad operates under the same Clicktek scorecard model as our SSC engagements: 40% delivery, 20% stakeholder, 20% process, 20% people. Complementary to the client's strategic partner ecosystem — we integrate, not replace.

IndustryFortune-class enterprise
Scope4 service areas · Manila-based
ApproachManaged delivery · embedded
Helpdesk L1–L2Tech SupportQAApp SupportIT EngineeringDevOpsCI/CDITIL
Both engagements are governed by the same Clicktek operating principles — managed outcomes over managed hours, scorecards over status reports, and "no Capex without Opex" support funding built into every business case.

An operating model,
not a service catalog.

Whether we're running a Shared Services Center or delivering an embedded build squad, the bones are the same — adapted from Roger Martin's Playing to Win and Covey's 4 Disciplines of Execution. It's how we keep strategic work alive while the whirlwind of daily operations runs at full speed.

01
Stabilize the work

Before we automate or optimize, we make the operation predictable. Service catalog, SLAs, scorecards, single source of truth in JIRA/JSM. You can't improve what you can't see.

ITILJSMSLA Scorecards
02
Govern with discipline

An ePMO with one tool, one entry point, one dashboard. Architecture and Cloud forums for technical decisions. Office of the CTO formalised. No Capex approved without an Opex carve-out for support.

ePMOOffice of the CTONo Capex w/o Opex
03
Centers of Excellence, not regional generalists

One specialist hub per platform — Shopify COE, D365 COE, Data & Analytics COE — instead of thinly-spread generalists in every region. Higher quality, standardized processes, lower total Opex, scalable for acquisitions.

Shopify COED365 COEData COE
04
Accelerate with agentic AI

Where the work is repeatable, governed, and high-volume, we layer agentic AI from sister company yGen. On-premise or in your cloud, so your data and governance stay yours.

yGen PhoenixRPAAgentic Orchestration
05
Cadence of accountability

Weekly KIG sessions. Monthly stakeholder reviews. Quarterly business reviews against the scorecard. Consistency over intensity — strategy executed one week at a time.

4DXWeekly KIGsMonthly Reviews
The Keystone Apex Group

Three companies. One operating thesis for APAC.

Holding · Governance

Keystone Apex

SINGAPORE · APAC GROWTH

The holding company. Governance, capital allocation, and APAC expansion strategy across the group's operating businesses.

Operating · Services & Managed IT

Clicktek

PHILIPPINES · OPERATIONS & MANAGED IT

Shared services and managed IT. We run the operations — customer service, finance, IT, ERP support, data — and we deliver embedded managed-IT squads for helpdesk, QA, IT engineering, and DevOps. For global businesses that have outgrown ad-hoc outsourcing.

Operating · AI Products

yGen

PHILIPPINES · SOVEREIGN AI STACK

The agentic AI side of the group. Phoenix platform, AI Agent Box appliance, and yForce delivery — sovereign on-prem AI for enterprises and partners.

Talk to us

Have an operation
that needs a real partner?

We're selective about scope. Most engagements start with a small, scoped pilot — usually one service domain — so you can see how we run before you commit to a full SSC.

Book a discovery call → Email us