MSP-led strategy for a dynamic global workforce

A long-term strategy rooted in clarity and scale

Our client, a global energy utility, partnered with Pontoon more than two decades ago to modernise and scale its contingent workforce strategy. What began as a UK IT staffing programme has evolved into a global, multi-category MSP model spanning the UK and US. Pontoon now delivers direct sourcing, employed consultant models, and vendor management across all labour categories. The scope has recently expanded with Services Procurement support, creating a broader and more connected workforce ecosystem.

The move to a unified global MSP model

The client faced a pivotal shift from regional service delivery to a single global MSP model. This required a redesign of legacy processes, systems, and stakeholder engagement across multiple geographies. Visibility also became a priority, with the customer seeking real-time workforce analytics for strategic decision-making and cost discipline.

Pontoon responded with a fully integrated global MSP framework. Achieving alignment required the removal of legacy variation, stronger governance, and sustained cross-regional engagement.

Pontoon’s delivery team introduced:

Standardised workflows across all regions, built for consistency and local compliance
A global training programme, equipping hiring managers with the tools and knowledge to operate within the new framework
Custom Power BI dashboards, providing real-time clarity on workforce activity, hiring trends, and cost transparency

The analytics capability gave the client data-led control and unlocked insights into misclassified spend, prompting the expansion to Services Procurement which now offers the client a 360-view of all engaged contract labour types.

Pontoon also embedded dedicated specialists within client's Procurement and Talent Acquisition, acting as strategic advisors and operational leads. Their presence restored continuity, strengthened communication, and aligned daily delivery with the global strategy.

Change management was supported through regular workshops with the OPEX Team, Voice of the Customer conversations, and continuous feedback loops. These mechanisms helped secure adoption of the global model and set the foundation for long-term stability and improvement.

A workforce redesign powered by insight and sustained results

Pontoon has delivered consistent gains across scale, cost discipline, and operational excellence. Key outcomes include:

600% growth in supported headcount since programme inception, demonstrating scalability
The Early-in-Careers programme resulted in £1 million in savings and a more sustainable talent pipeline
98% hiring manager satisfaction and 97% SLA compliance demonstrate delivery consistency
14% full-time employee conversion rate strengthen workforce continuity
17% uplift in role fulfilment since the recent contract renewal due to closer hiring manager collaboration and supplier optimisation
38% year-over-year savings growth, supported by disciplined rate management and clearer workforce planning
23% growth in global spend, reflecting strategic expansion of the programme
A seven-day reduction in time-to-offer, driven by enhanced manager self-service tools including video tutorials and resource directories

Pontoon’s value comes from deep institutional knowledge, advisory expertise, and a culture of operational excellence. The team’s consultative approach, supported by Lean Six Sigma training, market insight sessions, and OPEX workshops, has generated up to 75 actionable improvements that directly elevate quality and speed.

Sam Porter, Vice President at Pontoon, describes the partnership as the strongest it has ever been: