How to Manage a Managed Services Relationship

Lets talk about managed services relationships. It sounds a bit…corporate, doesnt it? Like something youd find in a dusty textbook. But honestly, managing this kind of relationship is all about being a good partner. Think of it less like a landlord-tenant situation and more like a collaboration (albeit a paid one).

So, youve decided to outsource a part of your business – maybe your IT, your marketing, or even your customer service – to a managed services provider (MSP).

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Great! Now what? Well, the key is active management, not just passive acceptance.

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You cant just hand over the reins and expect everything to magically run smoothly. Thats a recipe for disappointment, and potentially, a lot of wasted money.

First, be crystal clear about expectations. This goes beyond just the initial contract.

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Regularly revisit what you expect from the MSP. What are your key performance indicators (KPIs)? How will success be measured? What are the escalation procedures if things go wrong (and lets be real, sometimes they will)? Document everything. Seriously.

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It might seem tedious, but having a written record of agreed-upon terms and expectations saves a lot of headaches down the line. Its like having a cheat sheet for navigating any potential disagreements.

Communication is paramount. Dont wait for problems to arise before you talk to your MSP. Schedule regular meetings – weekly, bi-weekly, monthly, whatever works best for both of you – to discuss progress, challenges, and future plans.

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This isnt just a one-way street either.

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Encourage open and honest feedback from the MSP. Theyre the experts in their field, and they might see things you dont. Listen to their suggestions and be willing to adapt your approach if necessary. Think of it as a brainstorming session where everyones trying to achieve the same goal.

Hold them accountable. This doesnt mean being a micromanager (nobody likes that), but it does mean tracking their performance against those previously agreed-upon KPIs.

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Regularly review reports and data.

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Are they meeting their service level agreements (SLAs)?

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Are there any areas where theyre consistently falling short? Dont be afraid to address these issues.

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A good MSP will be receptive to feedback and will work with you to find solutions. If theyre not, thats a red flag.

Finally, remember that this is a relationship. It takes effort from both sides to make it work.

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Treat your MSP as a partner, not just a vendor.

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Build a rapport with their team. Understand their challenges.

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Celebrate their successes.

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A strong, collaborative relationship will ultimately lead to better results for your business (and a lot less stress for everyone involved).

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Its about creating a win-win situation, where both you and the MSP benefit from the partnership.

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How to Secure Data in Managed Services Environments