This framework is a leadership-centered maturity model that outlines the stages of organizational and leadership growth, showing how specific capabilities in finance, operations, program management, technology, and workforce strategy enable IT services to scale, adapt, and deliver sustained value.
The framework emphasizes the leadership behaviors that determine whether IT shared services thrive—customer engagement, workforce agility, innovation, and strategic decision-making. Alongside these, it integrates practical guidance across finance, operations, program management, and technology, while placing equal importance on the human side of IT services, including culture, talent development, and organizational resilience.
CIOs and IT Leaders can apply the framework both as a diagnostic tool and a roadmap. It supports benchmarking maturity, closing capability gaps, strengthening governance, attracting and retaining skilled talent, and embedding innovation into service delivery. Developed from the experiences of leaders in both public and private sectors, it is adaptable across diverse IT environments and built for executive-level decision-making.
This Will Help You
The framework connects leadership maturity with service delivery outcomes, giving CIOs the structure to turn insights into decisions, workforce strategies, and deliverables that matter at the executive level.
- Leadership Qualifications: Identify and benchmark leadership capabilities
Assess whether your IT leadership team has the depth to expand services, engage customers, and manage complex change—supporting succession planning and talent development. - Cross-Disciplinary Competencies: Link finance, operations, program management, and technology
Evaluate performance across functions to design integrated service strategies and align IT delivery with business goals. - Workforce Strategies: Apply practical approaches to recruitment, retention, and cultural fit
Build workforce plans that anticipate skill gaps, accelerate onboarding, and create resilient teams—reducing risk during scaling or customer transitions. - Maturity Levels: Map your current position and define the path forward
Use a progression model to prioritize investments, communicate growth objectives, and set measurable milestones for your shared services roadmap. - Operational Practices: Apply SLAs, data analytics, and continuous improvement
Formalize governance, track performance, and show clear evidence of IT service value.
Each element is tied directly to the deliverables CIOs need—roadmaps, workforce strategies, and governance tools—and to the decisions that advance IT shared services maturity.
