‍

In my 25+ years of outsourcing and managed services experience at IBM, I've encountered countless challenges across different accounts, regions, and industries. Through it all, I’ve identified one critical factor that consistently determines the success or failure of any outsourced service: effective account governance.

Without a solid governance structure, even the best-laid plans can falter. So, how do we ensure effective governance? Over the years, I’ve distilled the key processes that every successful outsourcing partnership needs:

📝 UM1 - Financial (Billing, Rev, Cost, GP) Management
📝 UM2 - Service Level Management
📝 UM3 - Customer Relationship / Client Journey Management
📝 UM4 - Business Controls Management
📝 UM5 - Cross-Department Management
📝 UM6 - Vendor Management
📝 UM7 - Crisis Management
📝 UM8 - Delivery Excellence / Analytics Management
📝 UM9 - Global Delivery Management
📝 UM10 - New Business / Growth / RFS Management
📝 UM11 - Risk Management
📝 UM12 - Contract Management
📝 UM13 - Account Governance / Strategy
📝 UM14 - Issues/Escalations Management
📝 UM15 - Transition & Transformation Management
📝 UM16 - Key Initiatives Management

And on the governance front:

🔑 GOV1 - Steering Committee
🔑 GOV2 - Joint Innovation Council
🔑 GOV3 - Governance Meetings
🔑 GOV4 - Monthly Operational Meetings

These processes have been the backbone of successful partnerships, ensuring that expectations are aligned, risks are managed, and opportunities are captured. Whether you’re managing an outsourced service or partnering with a provider, having strong governance in place is crucial for navigating today’s complex business environment.

What governance processes have been critical to your success in outsourcing? Let’s discuss!

#Outsourcing #ManagedServices #Governance #BusinessLeadership #ClientSuccess #Strategy

‍