Microsoft
A Global Multi-Country Hiring Support System
Client
Microsoft
Industry
Enterprise Technology
Services
Global Support, Vendor Ops
The Challenge
Supporting hiring across multiple countries meant orchestrating a sprawling vendor network, and constant turnover kept disrupting delivery at a scale few partners could absorb.
Our Approach
We stood up a global support system and an operating model designed around the reality of a distributed vendor network rather than a single delivery team.
The design point was to make knowledge outlive any individual vendor: documented process, defined escalation paths and handover that assumes turnover instead of treating it as an exception. Churn stops being a delivery event when the system, not a person, holds the context.
That model stabilised the vendor relationships that had been churning, so delivery stopped resetting every time a partner changed.
The result was consistent, around-the-clock coverage for their teams in every region, with the same standard of support regardless of which vendor or time zone picked the work up.
Results
Multi
Country Coverage
24/7
Global Support
Stable
Vendor Base
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