Enterprise IT & Engineering Services

Closing team skill gaps in an enterprise technology services company

2.4xincrease in on-the-job capability application

The problem we were asked to solve

Training hours were high but there was no evidence that learning changed how teams worked with clients.
Programmes were bought as off-the-shelf modules with no link to the capabilities that delivery accounts actually needed.
Managers were not involved before or after training, so new skills faded within weeks.

Mapped the capability requirements of each delivery role against live account escalations and client feedback.
Rebuilt the learning calendar around four priority capabilities instead of twenty-two disconnected modules.
Applied learning-science principles: spaced practice, real client scenarios, and manager-led application reviews after every module.
Introduced simple capability checkpoints so progress could be tracked without heavy assessment overhead.

2.4x increase in observed on-the-job application of trained capabilities within one quarter.
Training volume fell while client-reported capability scores improved.
Managers now own capability reviews as part of normal delivery governance.

XALTEM