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The organizational structure for Education Services (ES) can be confusing. Is it centralized and run by a global education leader, who is responsible for the ES business plan and revenue, worldwide, or is it highly matrixed with education resources reporting into a country manager and the associated revenue reported up to a particular geography? Does ES report into a Professional Services leader, a Global Services leader, or someone else? Does ES have a solid-line or dotted-line reporting structure? Does the content development team and delivery staff report into the education services organization, or elsewhere in the company?
To add more confusion, with the advent of customer success, how might ES organizational structure be impacted? Will ES start reporting into a Customer Success organization? Given all these variables, it's hard to know what the optimal ES organizational structure might be. Recent findings from TSIA's biennial organization survey, Education Services benchmark data and the ES Capabilities Assessment Framework will reveal how all the pieces come together to optimize the education services business and support the customer journey.
VP Research, Education Services, TSIA
Publish Date: October 23, 2017
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Peg Rodarmel, SVP, Subscription Services, Infor
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