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Framework

The Managed Services Organization Structure

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December 10, 2024

Overview

Challenges
Managed services is a unique business line that requires specialized organizational structures to thrive. This framework identifies key roles and responsibilities essential for delivering effective managed services while highlighting the importance of aligned strategies and customer-focused approaches.
Summary
The TSIA Framework for Managed Services emphasizes the need for a well-defined organizational structure explicitly tailored for managed services. Recognizing this as a distinct business line enables organizations to address its unique challenges and seize opportunities for growth effectively. By strategically aligning resources and leadership, companies can drive sustainable profitability in a competitive environment.

Included in the full report

Distinct Business Line

Managed services demand unique operational strategies that go beyond traditional service models. Treating them as a separate business line ensures focused growth and profitability.
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Dedicated Leadership

A specialized executive leader is vital to address the unique challenges of managed services, set strategic direction, and align efforts with company-wide objectives.
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Cross-Functional Collaboration

Success depends on seamless cooperation across strategy, business development, delivery, customer success, and operations to deliver consistent, high-quality results.
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Customer-Centric Approach

Placing the customer at the center—understanding their needs, driving adoption, and delivering measurable outcomes—maximizes satisfaction and revenue potential.
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Operational Excellence

Strong operational practices, from revenue lifecycle management to legal compliance, drive efficiency, reduce risk, and support sustainable managed services growth.

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