Wipro matches Mitie’s need for pragmatic transformation

Many businesses have little time for art-of-the-possible fantasy transformation. Like UK facilities management company Mitie, they demand a pragmatic transformation approach focusing not only on benefits and savings but also on improvements in the estate through standardization and automation.

Mitie wanted that from Wipro when it started its transformation journey six years ago. In proving its delivery capabilities, Wipro has been able to grow relationships of trust, resulting in a far deeper engagement.

Hitesh Chavda, Director of Development & Operations at Mitie, said when Mitie started on its technology transformation six years ago, the Wipro engagement was an IT services outsourcing model covering infrastructure, apps, data center, network, and IT helpdesk. But, Hitesh told Wipro’s first UK and Ireland ( UK&I) analyst summit, the relationship had developed into a collaborative strategic partnership, including executive connections up to and including CEO-to-CEO.

The Mitie case is among many UK customers who have helped propel Wipro UK&I to a $1.5 billion business after 25 years in Britain. UK&I now accounts for 46% of Wipro’s European business.

Technology transformation opens the way to business transformation

Hitesh explained that the transformation to date had been technological—shifting to the cloud, migrating and modernizing applications, and re-platforming for back-end automation. The new capabilities this technological transformation has delivered have prepared the ground for the partnership to tackle business transformation with innovation toward HFS OneOffice™ outcomes, such as improved customer and employee experiences (see Exhibit 1).

The relationship has included Wipro becoming Mitie’s partner for the technological integration of Interserve, a British construction and facilities management services business, of which Mitie acquired the facilities management business.

Exhibit 1: Technology transformation creates the headroom for business transformation, helping to meet the twin demands of the digital dichotomy we face in the current economic environment

Source: HFS Research, 2023

Wipro’s delivery success earns a seat at Mitie’s planning table

The success of that integration has resulted in closer ties. Mitie can share challenges and roadmap discussions. Mitie has learned that Wipro will respond with its capabilities and its wider ecosystem of strategic partners.

Mitie remains committed to seeking out the most impactful innovations for business transformation with partners such as Wipro and others. Hitesh suggests that while there is an eagerness to embrace the latest advancements evaluated through Wipro’s Lab45 and collaborative innovation initiatives, it is vital that the business value of these innovations is clear and realized promptly. Clarity and pace ensure a strong return on investment and viability for broader adoption and scalability.

The Bottom Line: Partnerships of trust flourish when business leaders find service providers that share their focus.

In the current economic climate, business leaders have little choice but to pick their battles and invest only in transformation that makes a clear and rapid business impact. They need service providers that can offer that same focus through their delivery. The greatest value emerges when, with delivery credentials established, a partnership relationship begins, built on trust and delivering customers access to the power of the service provider’s ecosystem.