In previous blogs, I outlined key requirements that I feel are critical to building out a Managed Services framework. These include building out defining documents and tailored governance models that enable the team to follow the framework though the use of a shared site (like SharePoint) using repeatable processes.
As we build teams through a balanced approach of rebadging, attracting new resources, and leveraging existing leadership talent we need to focus on the cultural shift prior to transition start and throughout the transition phase into steady state. Rather than focusing on just allocated time for resources, the team must now focus on building repeatable processes, from on-boarding checklists to metrics planning and service delivery procedures. Reporting shifts from hourly accounting to service support based on Service Levels Agreements (SLA’s) and Key Performance Indicators (KPI’s).
Driving a behavioral change does not come easy. However, the effort to work with clients to change the behavior must come quickly. Communication should be more formal and predictable to help achieve organizational alignment and transparency of service performance and service priority. Changing the behavior starts with reducing what I would call “drive by” requests and focusing on the use of tools to capture and document all service requests. Working with clients and the delivery team to implement the right combination of tools enable optimized work flow that removes delays in support processes and requires both parties to manage change proactively.
Collaborating on an organizational change management program to manage the effect of change is a best practice and includes a communication plan, risk mitigation plans, timelines, and goals. A partner’s goal is to provide their client with the best service for the defined scope, as efficiently as possible. Clearly understanding the service levels and being committed to exceeding these levels over the life of the relationship must be a common goal that both parties share as they work through changing procedures and evolve the engagement over time.