Join Us
We believe in building futures together. Whether you’re an experienced professional ready to take the next step, a student eager to learn, or a business looking to collaborate, there’s a place for you here. .
Case Study:
Higher Education Institution, IT Vendor Management Framework
123
Client Organisation
The client is a leading public university in Australia with multiple campuses across metropolitan, regional, and international locations. It serves more than 35,000 students each year, supported by over 3,000 staff, and operates on an annual budget in excess of AUD 850 million. The institution is recognised for its research strength, industry collaboration, and commitment to widening participation in higher education.
Its strategic direction is guided by a long-term plan emphasising excellence, equity, engagement, and sustainability. Key priorities include supporting life-ready graduates, indigenous engagement, innovation, and re-imagining campuses for future needs. The university also plays a critical role as an economic and knowledge anchor in its region, contributing to health, clean energy, and industry development.
Project Overview
The university faced a challenge with one of its largest Managed Service Providers (MSPs), which was not meeting performance expectations. The MSP was responsible for critical IT services, and underperformance was affecting the institution’s ability to support users in a timely manner. This had implications for cost containment, risk management, and service reliability.
The institution sought Sedha Consulting’s support to lead performance discussions with the MSP and to embed best practice vendor management. The university’s strategic goals of operational efficiency, user-centric service delivery, and agility made addressing vendor underperformance a pressing priority. Desired outcomes included simplified and transparent reporting that reflected meaningful metrics, replacing the original contract’s complex and confusing reporting structure.
Sedha's Role
Sedha Consulting was engaged to address immediate concerns with the MSP and to develop a scalable, university-wide IT Vendor Management Framework. The 12-month assignment was led directly by consultant Guriq Sedha, who worked with the IT Leadership Team, including the IT Sourcing and Governance Manager, and the direct reports of the CIO: the Heads of Infrastructure, Applications, and Support functions.
Key activities included:
Establishing structured mechanisms for MSP performance review.
Designing simplified, contract-aligned reporting dashboards.
Developing and embedding a vendor management framework incorporating governance, procurement, and performance oversight best practices.
Sedha ensured broad engagement with stakeholders, focusing on clear deliverables, practical processes, and frameworks designed for long-term adoption.
Results
The engagement delivered significant improvements in MSP oversight and accountability. Reporting became clearer and more relevant, enabling executives to monitor vendor performance effectively. The tailored IT Vendor Management Framework provided a consistent, transparent, and scalable governance model for future vendor relationships.
The institution realised measurable benefits in cost control, time efficiency, compliance, and staff capability. Agility improved, with teams able to respond more effectively to operational needs. The new framework aligned with broader strategic ambitions for service excellence, operational efficiency, and adaptability, strengthening the university’s IT governance maturity.