Established in 2012, this 100-person eCommerce agency, headquartered in the UK and serving EMEA and North America, specializes in delivering turnkey eCommerce solutions for small to medium businesses, including complex integrations. As the founder-led company grew, its informal management style and matrix structure became hurdles to scalability. To transform into a scalable, process-driven organization, we restructured the delivery function by introducing clear roles such as CTO, CPO, and group leads, formalized responsibilities, and replaced the matrix with team-based groups. We tackled project crises using focused management and refined resource planning and budgeting through tools like Jira and Tempo Planner. These strategic changes boosted billability from 70% to 92%, ensuring improved client satisfaction and sustainable growth.