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I worked at BT Radianz full-time (More than 5 years)
Former leader in Extranet connectivity, focusing on quality services exclusive to the financial community. Served clients as a dedicated team of professionals and who came to rely on that team as a trusted extension of the company. Innovative ideas were driven by relationship and partnership developed between client and vendor.
System integration was handled abominably from the very beginning and got unfathomably worse. Client relationship was incrementally destroyed by slowly eroding resources and technology. Service went down, client complaints were at a defining roar and those in the position to exact the necessary change remained deaf, dumb and blind.
Advice to Management
Once a manager fails miserably in once sector of a sprawling institution, perhaps you should think twice before putting them in charge of a new sector to see if they will fail better.