Scaling a $210M Service Offering to $265M at a Global "Big Four" Firm

Situation

A global “Big Four” professional services firm ran a $400M Change Services portfolio across five solution offerings. The Training Services offering sat at $210M and was constrained by labor-intensive content development, manual delivery models, and an outdated go-to-market approach against a market shifting toward AI-enabled learning. Portfolio leadership needed proof that AI/ML and automation could unlock margin and growth at the same time inside a billable service business.

Task

Tim led the Training Services offering and was appointed AI and Virtual Reality Lead for the broader Change Services market offering. He was accountable for scaling revenue, integrating emerging technology into the delivery model, and restructuring the GTM motion across a team of 30+ practitioners.

Action

Tim scaled the offering from $210M to $265M across three years, outpacing the $400M parent portfolio’s growth rate by 1.7x, by applying the 4 Disciplines of Execution (4DX) framework from FranklinCovey to focus the team on a small number of wildly important goals, embedding AI/ML and digital automation into content development and delivery, and integrating eight emerging technologies (including WalkMe DAP and Deloitte’s proprietary ChangeScout enterprise change platform) into the offering’s delivery model. The restructured GTM approach standardized methodology, contracting language, scoping tools, and sales enablement through a Sales Center of Excellence supporting 800+ billable practitioners across the broader portfolio.

Result

$55M in incremental annual revenue across three years. Growth rate at 1.7x the parent portfolio. A productized delivery model that scaled margin alongside revenue and positioned the practice as the firm’s reference case for AI-enabled service offering design.

Methods & Tools: 4 Disciplines of Execution (FranklinCovey) · Deloitte ChangeScout · Deloitte Strategic Change Management · WalkMe DAP