An innovative, rapidly growing biopharmaceutical company was scaling its global footprint, product pipeline, and regulatory obligations. As the business expanded, its technology landscape became significantly more complex—placing increasing pressure on the IT Operations organization to deliver reliable, compliant, and high-quality services.
While the IT Operations team had successfully supported the organization through earlier growth phases, leadership recognized that the existing operating model was no longer sufficient to meet current or future demands. To ensure continued regulatory compliance, service quality, and operational efficiency, the company engaged Ximpal Group to assess its current IT Operations model and design a future-state operating model capable of supporting sustained growth.
The Challenge
- Rapid organizational and technology growth outpacing IT Operations capacity
- Increasing regulatory and quality requirements typical of biopharmaceutical environments
- Fragmented operational processes and unclear ownership across service domains
- Growing operational strain impacting service quality and stakeholder confidence
- Need to modernize operations without disrupting a strong, mission-driven culture
The client required a partner who could combine operational rigor, industry sensitivity, and change enablement.
Ximpal Group’s Approach
Ximpal Group delivered a structured, three-phase engagement integrating Organizational Effectiveness, Technology & Infrastructure, Change Management, and Program & Portfolio Management to ensure both strategic clarity and executable outcomes.
1. Current-State Assessment
We conducted a comprehensive current-state assessment, including 40+ stakeholder interviews across IT and business functions. This work surfaced key pain points, capability gaps, and operational bottlenecks while also identifying strengths worth preserving.
2. Future-State Vision & Operating Model Design
Working collaboratively with a core client team, we facilitated visioning sessions to define the goals, principles, and structure of a mature IT Operations operating model. The future-state design incorporated industry best practices while respecting the organization’s culture, regulatory context, and growth trajectory.
3. Implementation Roadmap & Change Enablement
We developed a detailed, two-year implementation roadmap outlining initiatives, sequencing, dependencies, and governance needed to realize the future-state model. Change management considerations were embedded throughout the roadmap to support adoption, capability building, and sustained execution.
Results & Impact
The engagement provided the client with clarity, alignment, and a concrete path forward.
Key outcomes included:
- A clear, validated understanding of IT Operations strengths and challenges
- Reduced operational tension and improved stakeholder confidence
- A future-state operating model aligned to regulatory, quality, and growth demands
- Preservation of organizational culture while introducing best-in-class operational practices
- A pragmatic, executable roadmap enabling phased operational maturity improvements
With a shared vision and actionable plan, the IT Operations organization was positioned to expand its capabilities, improve service delivery quality, and support continued business growth.