The services unit of a large integrated healthcare firm needed help gaining control over their growth and expansion. Growing rapidly, primarily in platform-based services for the healthcare payer segment, they also were expanding the development of intellectual property in the form of platform-based services and applications. With much of the development and support being fulfilled by third- party service providers leveraging a global delivery model, they needed to establish a structure that would enable them to manage a challenging list of objectives: sustain delivery of high quality services in a 24x7 capability, enhance value to their sister companies and third-party commercial accounts, provide access to a larger talent pool in a cost competitive location, establish in-house capability to protect IP, drive continuous improvement, and achieve a faster rate of innovation.