The Challenge

Halfords was in transition to agile ways of working through newly formed value streams and the Technology function needed to align through the establishment of more centralised governance and reporting across Service Management, PMO, Commercial, and Resource/capability management.

We were engaged to design a CIO Office function aligned to the Halfords transformation roadmap and undertake a review of key partner relationships to support transition to a Service Assurance model.

What we did

​An initial Discovery phase engaged the business in a review of strategic plans and operating model requirements to build into the design, resulting in development of a bespoke methodology.  Through collaboration across the Technology function our approach resulted in a set of agreed Design Principles to inform organisation and process design, transition planning, and setup of a new governance and KPI model.

We also reviewed the governance and operational maturity of a key outsource partner relationship to advise on ways to increase accountability, performance, and support transition to a Service Assurance model.


A new centralised data driven function was designed and handed back to the business to implement which included development of new processes, KPIs, and governance aligned to Halfords transformation journey.

An outsource vendor review provided an assessment of their governance model and operational maturity resulting in an action plan to enhance visibility and management of team performance and improve ownership and accountability.

“We were impressed with the quality of the design and recommendations, in particularly how well they got to grips with our complex organisation and aligned recommendations to our Technology strategy. Colleagues fed back positively on their engagement, appreciated the collaborative and detailed focus, and the work gave us an important platform for development of our Technology function and a key partner relationship.”
Neil Holden

Chief Information Officer, Halfords