The success of long-term partnering with your IT service providers depends on the right execution: a well-managed and high-quality transition project, setting up an effective governance and SIAM function (Service Integration and Management), and structurally course-correcting the collaboration whenever needed.
During the transition towards the new service provider(s) and IT operating model, S-Square can stay on board as the transition project manager. As change manager, we can assist you during the stabilization phase on implementation of new/changed IT organization, people & roles, process, tools and governance.
Post-contract signature the transitioning in of the new service provider is a crucial project: the right knowledge transfer needs to happen, the service management needs to be set up (ITIL processes, tools, service reporting), and gaps in end-to-end service provision need to be addressed. S-Square is highly experienced in such transition projects and can act as the transition project manager on the client side.
Post-transition the governance routines under the new operating model need to get started, at operational, tactical and strategic levels. Also the SIAM function (Service Integration & Management) requires certain stakeholders to take up end to end management roles. The internal IT middle management often needs some coaching in executing these roles. S-Square can act as the coach and change manager towards this end to end operating model at operational, tactical and strategic levels.
It is not just sufficient simply to design a strong contract, it is also important that all parties implement and follow the spirit of the contract. Whether it’s about making sure that the SLA are correctly measured and reported, management of escalations, making sure that operations practice adhere to the contract, ensuring consistency across all partners within your organization, or amendment of the contract to reflect changing client requirements, the contract management function is critical.
During the transition towards the new service provider(s) and IT operating model, S-Square can stay on board as the transition project manager. As change manager, we can assist you during the stabilization phase on implementation of new/changed IT organization, people & roles, process, tools and governance.
S-Square can help you perform this function, if needed on a partial FTE basis. We can also help to train one of your internal employees to gradually take over from us. We have very experience advisors who are used to shaping and managing such contracts, and working together with senior stakeholders on the client and service provider side.
The best of IT managed service collaborations can sometimes run into trouble. However conducting a new RFP is not always the most efficient or viable option. Sometimes, taking a structural look at the collaboration by a neutral and experienced third party can help you rekindle the fire in your relationship. Whether its about service performance shortcoming, a gap between the contract and client expectations (or industry best practice), or simply a desire to get to the next level of partnering, S-Square can assist you.
S-Square’s 360° Health Check is an independent and structural assessment of the collaboration. In a 360° way: we look at the performance and maturity of both service provider and client, assess both contract and delivery reality, and benchmark to best practice. The exercise comes out with clear findings and recommendations, and seeks buy-in of both parties along the process.
The resulting 360° scorecard typically becomes part of the strategic governance with the providers
