Pilkington Consultancy Services
About Us
We are an experienced Service Management Consultancy with over 30 years of experience across the UK. We have provided services to the public sector and regulated industries including healthcare, government and banking. We excel in designing and transitioning complex IT services aligned to GDS standards, with a strong focus on user centred design, continual improvement and cost efficiency.
Our experience includes mapping end-to-end services, facilitating co-design workshops, collaborating with agile teams and delivering high-impact infrastructure solutions. We specialise in blueprinting, stakeholder engagement, integrating governance, operations and support models across multi-supplier environments.
Key Skills
- IT Operations & Service Delivery: Data centres, service desks, managed services, infrastructure setup, migrations and decommissioning.
- Service Design & Standards: Service blueprinting, journey mapping, GDS compliance, governance frameworks and target operating models.
- Transformation & Transition: Outsourcing/offshoring, supplier onboarding, service acceptance criteria and operational readiness.
- Management & Leadership: Senior stakeholder engagement, cross-functional team management, 3rd party supplier governance, SLAs and performance improvement.
- Process Improvement: ITIL, Agile and Waterfall methodologies, change management, continual service improvement and requirements gathering.
- Collaboration & Research Support: Facilitating co-design workshops, supporting user research and synthesising insights for service enhancements.
Service Design & Architecture
Designing and delivering service blueprints, target operating models and governance structures to meet organizational and regulatory standards. Specialises in GDS-complaint services and multi-supplier environments.
IT Service Transition & Transformation
Planning and managing the transition of IT services, including migrations, onboarding of new suppliers and insourcing/outsourcing strategies. Expertise in tendering, service acceptance criteria and operational readiness.
Service Management Optimisation
Implementing and improving ITIL-aligned processes (Incident, Problem, Change, Asset Management), enhancing performance metrics and embedding continual service improvement (CSI) frameworks to drive efficiency.
Contact us
If you would like more information or you have any questions with regards to our services, please do not hesitate to contact us using the form below and a member of our team will be in touch.