Transitioning to a Managed Service Model
It all began with a 10-year outsourcing contract between Kyndryl and Banco Sabadell for infrastructure services. Within an ecosystem of over seven providers, a decisive step was taken toward a streamlined service model managed by just two key players—one of them being METRICA.
This transformation involved the transition of 23 professionals from various providers to METRICA, who then joined our in-house team of 29 people. From there, we implemented a service monitoring system and established a shared governance model, alongside SLAs focused specifically on managing the human resources involved.
Service Transition Phase
During the first few months, we successfully executed the transition of all resources into the new model. Tracking mechanisms were established, and service level agreements were formalized. One of the most critical milestones was the full unification of teams from different providers into a single structure managed entirely by METRICA.
Resources were structured into squads and managed in direct coordination with Kyndryl’s leads, covering areas such as:
- Telecommunications
- Systems administration
- Middleware
- Databases
- Cloud transformation
- Project management
The result was a seamless transition with a 100% success rate.
Ongoing Service Delivery
From the third month onward, we activated the performance metrics outlined in the SLAs. During this phase, our focus shifted to continuous improvement, with special emphasis on:
- Team training
- Staff retention and turnover
- Resource availability
Daily management became a key success factor, including onboarding, team rotations, offboarding, and replacements. METRICA offered a comprehensive talent management approach aimed at ensuring the quality of 24×7 service delivery, while adding strategic value in both operational continuity and long-term optimization.
This case demonstrates how a strategic vision for outsourcing, focused on people and operational efficiency, not only guarantees service continuity—but also elevates it to a more collaborative, flexible, and high-value model.
