Case Study

Reviving progress:
A university’s shared services success

Building momentum for a unified support model

The Problem

A prominent university sought to improve student support by adopting a shared services model. However, after two years, progress stalled due to resistance, unclear strategies, and operational silos.

To break the deadlock, the university turned to Lilyfield Partners.

Our Approach

Lilyfield Partners swiftly assessed the university’s transformation efforts, leading the transition to a centralised shared services model while maintaining operations.

We took a structured and evidence-based approach to designing the operating model, developed a phased roadmap, and secured executive alignment to drive progress.

The Solution

With Lilyfield Partners guiding the process, the university saw measurable progress in a short timeframe,

  • The marketing function was fully integrated into a new, streamlined structure, enhancing coordination and efficiency

  • Student recruitment and admissions were transitioned smoothly, even during peak recruitment season, resulting in improved student engagement and higher enrolments

  • A robust target operating model and high-level roadmap for student administration services were developed and endorsed by the senior executive team, setting the stage for further transformation

Problem Solved

Despite initial resistance, the impact was immediate and far-reaching:

  • Within six weeks, the programme identified and unlocked over $1M in cost savings

  • Within six months, key service areas had successfully transitioned to the shared services model with minimal disruption

  • The target operating model design for student administration was not only approved but provided a clear reference point for its successful implementation

What began as a stalled initiative became a strategic success. By partnering with Lilyfield Partners, the university overcame institutional inertia, unlocked operational efficiencies, and laid the groundwork for a future-proof student support framework. The transformation was no longer an aspiration, it was a reality.

This case highlights that successful transformation in higher education requires more than just operational improvements, it demands a commitment to breaking down institutional silos, fostering a culture of collaboration, and ensuring leadership alignment. By taking a structured, evidence-based approach, Lilyfield Partners demonstrated that even deeply entrenched initiatives can be revitalised to drive long-term, strategic success.

Get in touch with us today

Partner with us to deliver real change for your organisation and create a better tomorrow.