How to manage service delivery in a managed services environment, mitigate risk and make it profitable.
Managed service is the practice of outsourcing a set of functions along with its management responsibilities to an external service provider. Primary intent of such arrangement is to optimize operational cost, improve the services while the client organization focuses on their core business.
Example: a Retail organization outsources its IT business applications to a third party IT consulting firm that has its core focus and expertise in technology and people.
Governance: The retail organization becomes a client to the IT firm who owns end to end service delivery as per agreed terms and conditions including the price points. With the ownership, IT firm has independence to design the construct of people, process and tools keeping customer service, profitability and contract terms in mind. With this ownership, also comes the risk for the IT firm. There can only be 2 situations. One where the firm is fulfilling all expected contract and other commitments or missing them. Contract terms are inevitably stringent and it is vital for both the parties to acknowledge the ‘change’, build a relationship of trusting partners and reach a win-win situation.
-Concepts of Managed services contract vs other constructs
-Risk and benefits
-Key success factors
A use case scenario will be discussed.
Monalisa Chattoraj, an account and delivery management professional, has led multi-million dollar client engagements for end to end delivery of managed service contract, sales and profitability, client relationship and satisfaction.
Mona has in-depth knowledge and proven experience with full life cycle IT outsourcing deal. She has managed transition from insourced operations to outsourced global delivery setup, stabilizing into steady state, driving cost savings and securing multiple managed services contract renewals.
Mona has participated and led challenging and high stakes programs in Canadian retail sector and has been a PMI mentor for the chapter.
Mona has her master’s degree in Chemistry, with Project Management Professional (PMP) designation; keeping pace with emerging trends, she also attained her CSM certification.
Fee: (subject to HST)
PMI Toronto Members (login before registering) - $10.00
PMI Member, Non-Member & Guests - $20.00
CMC-Canada Members receive a 33% discount. At registration, please use this code: WEBMANAGED620