MSP-led strategy for a dynamic global workforce
A strategic global MSP partnership driving workforce agility
Our client, a leading energy utility, partnered with Pontoon over two decades ago to modernise and scale its contingent workforce strategy. What began as a UK-based IT staffing solution has evolved into a global, multi-category Managed Service Provider (MSP) programme spanning the UK and US. Today, Pontoon supports the customer with direct sourcing, employed consultant models, and vendor management across all labour categories. We’ve also just expanded our delivery with Services Procurement support.
Navigating the leap to a unified global MSP model
One of the greatest challenges our client faced during the partnership was the transition from regional MSP service to a unified global model. This shift required a complete overhaul of processes, systems, and stakeholder engagement across multiple geographies. Visibility was another key concern—the customer needed real-time workforce analytics to support strategic decision-making and cost control globally.
Pontoon responded with a fully integrated global MSP solution, where achieving global alignment meant rethinking legacy structures and securing cross-regional stakeholder engagement at every level.
To support this transition, we standardised operational workflows across all participating regions, ensuring consistency in service delivery while accommodating local compliance requirements. A global training programme was launched to equip hiring managers and internal stakeholders with the knowledge and tools needed to navigate the new model.
To address the visibility challenge, Pontoon’s analytics team developed a bespoke Power BI dashboard, offering real-time insights into workforce metrics, hiring trends, and cost transparency. This tool empowered our client to make data-driven decisions, proactively identify areas for improvement, and optimise workforce spend with greater precision.
Building on these insights, the client uncovered a significant volume of misclassified spend, which led to an expansion of the service offering to include Services Procurement within the support structure. This enhancement now provides the client with a comprehensive, 360-view of their various engaged contract labour types.
Pontoon also embedded dedicated representatives within the client’s Procurement and Talent Acquisition teams. These on-site experts acted as strategic advisors and operational leads, providing real-time support, bridging communication gaps, and ensuring alignment between global strategy and local execution. Their presence helped foster trust and enabled a seamless integration of Pontoon’s services into the customer’s day-to-day operations.
The change management process was underpinned by regular stakeholder engagement, including workshops with our OPEX Team, Voice of the Customer interviews, and continuous feedback loops. This collaborative approach ensured that the global MSP model was not only implemented effectively but also embraced by stakeholders across the organisation, laying the foundation for long-term success and continuous improvement.
Transforming contingent workforce through insight and innovation
Over the course of the partnership, Pontoon has delivered measurable and sustained impact across the client’s global contingent workforce programme. Since the inception, the number of supported headcount under management has grown by an impressive 600%, reflecting both the scalability of Pontoon’s solution and the trust placed in its delivery model.
One of the most notable cost-saving achievements came when a Pontoon colleague identified an opportunity to redirect a planned consultancy hire to the Early-in-Careers programme. By engaging the hiring manager in a strategic conversation about long-term goals and budget constraints, the team was able to propose a more sustainable solution—resulting in a £1 million saving across only 7 contractor assignments and a more future-ready talent pipeline.
Operational excellence has been a consistent hallmark of the programme. Just recently, Pontoon achieved 98% hiring manager satisfaction and 97% SLA compliance, underscoring the reliability and quality of service delivery. The programme also maintained a 14% full-time employee (FTE) conversion rate, helping the client transition high-performing contingent workers into permanent roles.
Since the most recent contract renewal, role fulfilment has increased by 17%, a direct result of closer collaboration with hiring managers and a more proactive approach to supplier optimisation. In parallel, the programme has seen a 38% year-over-year increase in savings and a 23% growth in global spend, demonstrating both financial efficiency and strategic expansion.
Pontoon’s emphasis on direct sourcing has also paid dividends. Fulfilment through this channel rose by 9%, particularly in the US market where direct sourcing is still maturing. This shift has contributed to greater cost control improved candidate quality and the reduction in workforce attrition.
Finally, enhancements to manager self-service tools—such as customised video tutorials, checklists, and resource directories—have led to a 7-day reduction in time-to-offer, accelerating the hiring process and improving the overall candidate experience.
Pontoon’s strength lies in its ability to act as a strategic partner, ensuring continuity, deep institutional knowledge, and a culture of excellence. The team’s consultative approach includes Lean Six Sigma training, market insight sessions, and OPEX workshops—interactive forums co-created with the client to drive continuous improvement. These sessions have generated up to 75 actionable improvements, directly impacting service quality and speed.
Sam Porter, Vice President at Pontoon, describes the partnership as the strongest it has ever been: