Carlisle Support Services

Carlisle Support Services is one of the leading suppliers of value-added solutions across the public and private sectors in the UK and Ireland. Based in Luton, and with over 4,000 members of staff, Carlisle Support Services looked to reignite their ‘why’ and validate their purpose through a people centred change project.  

Project Scoping

The past 3 years have seen Carlisle Support Services experience a significant period of growth. Nine Feet Tall were approached to provide programme advisory support services during this period of change.   With a strategic change programme underway the Senior Management Team (SMT) identified 14 core initiatives for transformation. It was necessary to ensure that these initiatives were effectively scoped, budgeted and planned for and that the SMT were held accountable for delivery by an effective Project Management Office (PMO) function. A perfect fit for the consultant team at Nine Feet Tall. The aim was to deliver lasting change and ensure the Carlisle SMT were equipped to successfully deliver future programme work.

Project Delivery

Nine Feet Tall worked with the Carlisle SMT to establish a clear vision going forwards. By consolidating responses and inputs from workshops around their ‘why’, purpose, and ‘what makes us proud’ statements, a clear and concise list of all initiatives central to the change journey was established. Project dependencies and priorities had therefore been clarified empowering the SMT with the right knowledge and tools to move forward.

Programme Assurance

‘Just enough governance’ was exercised throughout, highlighting clear owners and milestones for the key initiatives. Subsequently, Nine Feet Tall built capability through coaching and supporting the newly recruited Head of PMO. Central to the success of the delivery was consistency. A core set of tools and templates were put in place, allowing the Carlisle team to deliver a consistent approach to managing and reporting on each initiative. A key consideration for clarity and programme assurance. To ensure longevity, Nine Feet Tall worked closely with the SMT to clarify SMT roles and what it means to lead change initiatives.


The portfolio was successfully structured and setup for successful delivery. Through upskilling and employing ‘just enough governance’ the Carlisle Support Services SMT were equipped with the knowledge, skills and experience to successfully deliver future programme work.

Employees Benefitting


Initiatives Identified