CASE STUDY
When the CIO Didn't Show Up on Monday
INTRODUCTION
Leadership transitions are rarely simple, but sometimes, they’re nonexistent. This case study captures one of our most urgent and meaningful engagements: stepping into a vacuum with no warning and no roadmap. A client we had supported for years suddenly found themselves without a CIO, and the entire organization was at risk. What followed was not just an interim leadership assignment, but a rapid, human-centered response that stabilized operations, lifted morale, and left lasting impact.
The Problem
There’s no training for the kind of leadership handoff that starts with a phone call on a Sunday night.
A longtime client reached out in crisis. Their CIO was suddenly and unexpectedly unavailable. No transition plan. No interim coverage. Just a leadership vacuum in one of the most critical roles in the organization and a backlog of major decisions waiting on Monday morning.
Morale was low. Operations were vulnerable. Budget season was approaching. Vendors had contracts waiting. The team didn’t just need a warm body to fill a title. They needed real leadership, fast.
The Approach
M&S stepped in within 24 hours.
We took point as interim CIO, leading a hybrid delivery model that blended on-site presence with remote support. But stepping into the seat wasn’t just about plugging into systems. It was about reading the room. People were hurting, uncertain, and overwhelmed. We began with one-on-one conversations. We met with leaders and team members. We listened before we moved. Then we got to work.
the solution
Breathing Room
We reviewed and renegotiated key contracts. We stabilized every system that was in flux. We created breathing room for the organization while helping the executive team make thoughtful, long-term decisions.
Budgeting
One of the biggest needs was clarity during budget season (a process that had been a source of frustration for years). So we built a budgeting app that brought visibility, accountability, and ease to the process. It wasn’t just a tool. It was a new way of operating. People embraced it, and it remained in use long after our engagement ended.
The Search
Alongside this work, we helped lead the executive search for the new CIO. We advised on the job scope, led interviews, and made recommendations. Throughout it all, we remained active in day-to-day operations, ensuring stability while paving the way for the future.
A Multidisciplinary Response
And we didn’t do it alone. M&S brought in specialists from across our team. Others stepped in for technical assessments and systems support. It was a multidisciplinary response that delivered far more than one person ever could. That’s what made it work.
Quotes from Client
“M&S didn’t just show up. They anchored us. I’ve never seen a team build trust that fast at every level of the company.”
– Chief Commercial Officer
“That budgeting tool changed the game for us. I finally felt like I had what I needed to make real decisions.”
– Chief Financial Officer
“Our people loved working with them. I’ve never seen IT morale that high.”
– Chief People Officer
CONCLUSION
We maintained full business continuity without missing a beat. Zero system downtime. No delays in decision-making. The budget was finalized on schedule. Leadership regained clarity. Teams got the support they needed.
But more importantly, the trust we built stayed with the organization.
The team felt heard. Leaders felt supported. We didn’t just bridge a leadership gap—we helped make the organization stronger and more prepared for the future.