Building a Structure for MSP Success: Driving Clarity and Accountability
Foster success in Managed Service Providers (MSP) by establishing clear expectations, defining product and service offerings, implementing service delivery standards, creating role matrices, and ensuring accountability. Encourage teamwork, challenge individuals for growth, and share knowledge to improve client experiences and operational efficiency.
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Presentation Transcript
Bering McKinley Peer Team Building a structure for MSP success 1 Driving Clarity Driving Clarity Clear expectations at all levels improve client experience WHAT HOW - WHO Share Encourage - Challenge
Bering McKinley Peer Team Building a structure for MSP success Driving Clarity 2 WHAT Products Recurring Products Services Hardware / Software One-Time Sales Annual Hardware Agreements Margins (20%+) Recurring Monthly SaaS Solutions (Normally) Does not require people Margins (15%+) Managed Services Project / Hourly Services Requires people Margins (55%+) Share Encourage - Challenge
Bering McKinley Peer Team Building a structure for MSP success Driving Clarity 3 HOW Service Delivery Standards Procedures Support Team Structure Workflow of tasks Guarantees to clients Minimum Client Requirements Definition of Services Required internal actions Onboarding Process Project Scoping and Execution General SOP Documentation Share Encourage - Challenge
Bering McKinley Peer Team Building a structure for MSP success Driving Clarity 4 WHO Role Matrix Job Descriptions Career Planning Sets salary ranges Sets minimum qualifications Shows path of escalcation Identifies responsibilities Identifies essential duties Shows KPI for accountability Supports continuing education Builds clear promotion process Shows that you care Share Encourage - Challenge
Bering McKinley Peer Team Building a structure for MSP success Driving Clarity 5 So how do you get after it? Attack the What Attack the How Attach the Who Document Requirements Create Service Profiles Continually Train Communicate with Clients Document Standards Be vigilant on requirements Make people responsible Continually Review Create roles matrix Create job descriptions Build career plans Set expectations Hold people accountable Share Encourage - Challenge
