Codenamed Da Vinci, this global programme is transforming BT's 13,000-person IT department to become ‘an IT service provider of choice’. The project is shining a light across the wider enterprise on how to run service design-led transformation at scale. In June 2017, this FTSE100 Telecoms organisation was experiencing some commercial and cultural turbulence. A merger, an accounting scandal, negative press coverage and Brexit was impacting staff sentiment and share prices. Our project takes places inside the IT organisation which had just undergone significant organisational restructuring.