Interim CEO - Technical Support Services

A dominant but extremely niche supplier of technical support services.

The newly appointed Executive Chairman’s business review convinced him that the company had to expand its service offering or face diminishing returns. Although a relatively small business in terms of income generated the company had a top heavy management structure. Divisional MDs were used to running their own units and saw little benefit in internal communication. This silo mentality had resulted in a blinkered approach to top line growth.

The interim CEO had a sensitive brief. Convince the divisional MD’s to open up their jealously guarded client relationships and thereby introduce and optimise cross selling. The candidate selected had run a much larger business that had grown mainly by acquisition. This had resulted in a constant need to re-focus incoming senior management so that they bought into a group mentality.

Inevitably the assignment involved some management changes where it became clear that the new approach was too much for some. These changes were effected whilst maintaining strong service provision to clients.

Over a three month period the business redirected employment costs to a new sales team that were able to leverage existing relationships and significantly increase group fee income. By achieving closer client relationships the business identified a new offering that rapidly became a major profit contributor.

The interim CEO was invited to join the board permanently.