Lapis designs and implements fully customised service management frameworks that are deeply aligned with each organisation’s unique goals, culture, and operational needs. Their tailored approach goes beyond standard models, creating dynamic, scalable frameworks that empower teams to consistently deliver exceptional, high-quality services.

A key part of this work involves meeting clients where they are. By assessing existing foundations, Lapis identifies what’s working, what needs improvement, and where opportunities lie — then collaboratively builds a clear, actionable roadmap designed to deliver measurable outcomes. The firm helps organisations identify and implement the most appropriate frameworks, whether ITIL, SIAM, Agile, COBIT, or a tailored hybrid approach, with a focus on improving efficiency, enhancing service integration, and driving overall effectiveness. Lapis also conducts ITIL Practice Assessments and Maturity Reviews, providing clear and actionable insights that streamline operations and unlock greater value from IT services. 

Lapis provides hands-on, end-to-end support throughout the digital transformation journey — not just as consultants, but as true partners. From strategy to execution, the firm works alongside client teams to unlock tangible benefits, modernise service delivery, and turn vision into reality.

By aligning technology, people, and processes, Lapis helps clients achieve meaningful service improvements and drive measurable outcomes, with a focus on co-creating value with stakeholders to ensure that transformation delivers long-term impact across the organisation. This includes crafting IT strategies that optimise costs and risk, and translating long-term vision into actionable plans that drive innovation and sustainable growth. 

Lapis works with clients on the design and development of Target Operating Models, helping organisations clarify how their IT and service functions should be structured to best serve their strategic goals. This service bridges the gap between vision and day-to-day operations, ensuring structure and strategy are fully aligned.

When organisations face change or transition, strong leadership is essential to maintain momentum and deliver results. Lapis provides experienced interim service management and IT leadership that ensures continuity, stability, and forward progress exactly when it is needed most.

The firm also offers personalised mentoring programmes designed for IT and service management professionals at every stage of their career. Whether nurturing the next generation of leaders or empowering existing teams to reach new heights, the tailored approach focuses on building confidence, sharpening skills, and accelerating professional growth.

With nearly 30 years of experience in the technology sector, Sophie Hussey began her career in technical roles before evolving into senior leadership positions, where she developed deep expertise in service management, strategy, and operating model design. As an ITIL® 4 Managing Professional and active ISO committee member, she ensures clients benefit from industry best practices tailored to their unique contexts.

Sophie is also a passionate advocate for diversity and inclusion in tech, serving as a mentor in Reed Technology’s Women in Technology programme and as a STEM Ambassador. Recognised as a Thinkers360 Top 10 Thought Leader in IT Operations and IT Leadership, and a multiple-year finalist at Computing’s Women in Tech Excellence Awards, Sophie brings both expertise and genuine passion to every client engagement. Her guiding mantra — “Be bold. Be brave. Be YOU.” — reflects the culture she has built at Lapis: one where authenticity and ambition go hand in hand.