How a National PMO Structure Unified 40+ Processes and De-Risked Key Projects

By establishing a centralized, data-led PMO structure, the organization managed to unify over 40 fragmented processes, stabilize critical in-flight initiatives, and build a scalable foundation for long-term growth.

CASE STUDY

Christine Blyth

2/6/20263 min read

The Challenge

A growing Australian property valuation company was undergoing a major transformation to automate internal operations, scale nationally, and consolidate nine federated entities into a single organisation. Without a centralised project management office or standard delivery framework, several critical initiatives were at risk. Key challenges included:

  • No documented "as is" processes for the activities being automated, creating delivery and adoption risk.

  • Low maturity in governance structures to oversee projects and manage risk.

  • Limited visibility of resource capacity and utilisation across the portfolio.

  • Little coordination between projects being run in different parts of the business, leading to duplication, bottlenecks, and change fatigue.

The leadership team needed a way to bring structure, visibility, and confidence to a fast-growing portfolio of change.

Our Approach

Evolvere partnered with the client team to quickly stabilise in-flight work while building a scalable foundation for future growth. We:

  • Co-designed a fit-for-purpose PMO strategy with the executive and project teams, ensuring it aligned with the company’s culture and growth ambitions.

  • Stepped into the Head of PMO role to de-risked high-priority projects and stand up a transparent pipeline of initiatives across the enterprise.

  • Led project management for the implementation of Zendesk Core and Telephony as the new national service platform.

  • Documented target state operational processes so that the technology configuration directly addressed real pain points and removed manual work.

  • Worked alongside internal project leads to lift capability in core project management methodologies, governance, and reporting.

What We Delivered

Over the engagement, we delivered a set of practical, embedded solutions:

  • Designed a scalable PMO framework covering intake, prioritisation, resource and capacity management, standard templates, governance forums, and portfolio reporting.

  • Supported commercial and benefits analysis for key projects so leaders could make informed investment decisions.

  • Re-engineered state-based processes into a single unified national operating process, reducing variation and simplifying training and support.

  • Managed the end-to-end implementation of Zendesk Core and Telephony, coordinating design, build, testing, change and go-live.

  • Led the change management activities required for a successful Zendesk rollout, including communications, training, and hypercare.

  • Developed a structured approach to benefits tracking using time and motion analysis to quantify productivity gains and support future business cases.

The Outcome

By the end of the engagement, the client had moved from ad hoc project delivery to a disciplined, data-led approach to change. The organisation achieved:

  • Successful implementation of Zendesk, with adoption supported by clear processes, training, and benefits measurement.

  • Stronger project governance and visibility, enabling executives to see where time and money were being invested and to intervene early when risks emerged.

  • Improved management of the project pipeline across the enterprise, with a single view of demand and capacity.

  • Embedding of a more mature project management culture, with common language, tools, and ways of working that will support future automation and growth initiatives

"Evolvere came in at a critical time and immediately de-risked

5 key projects de-risked

National PMO structure established

Strategic Impact Delivered

several key projects that were wobbling. Their team quickly understood our business and supported us with whatever was needed, from establishing a PMO to hands-on delivery and change support. They were incredibly easy to work with, integrated seamlessly with our people, and brought a calm, structured approach that gave us confidence our transformation was on track"

 - David Sullivan, COO