Outsourcing Services Department Charter DC0002 (15 pages)

The purpose of this document is to describe the objectives, key functions and structure within the Managed Services Unit of VENDOR X.   

The document is structured so that the overall Managed Services objectives, structure and key functions are presented first. Then, for each key function within the unit, a Chapter describes the individual goals and major activities of that function.

Prior to establishing this Charter the following key principles were agreed with the senior management of VENDOR X:

• Managed Services provides all operational contact with the Customer.
• Managed Services provide direction to Professional Services on the transition of infrastructure managed services projects from “sale” to “delivery”.
• Managed Services has signing authority on all proposals that have a Managed Services component
• Managed Services will have early involvement in all sales initiatives

In reading this document the terms Account Manager and Client Manager refer to the person responsible for the commercial relationship with the Client.

 

Table of Contents

Chapter    1 Introduction............................................................................. 1-3

Chapter 2 Managed Services Objectives.................................................... 2-4

Chapter 3 Managed Services Key Functions.............................................. 3-5

Chapter 4 Managed Services Structure...................................................... 4-7

Chapter 5 Managed Services Delivery Model............................................ 5-9

Chapter 6 Managed Services Management............................................. 6-11

Chapter 7 Client Support.......................................................................... 7-12

Chapter 8 Support Services....................................................................... 8-13

Chapter 9 Service Desk.............................................................................. 9-14

 

Number of pages: 15

Preview pages: 1-2, 3-6, 9-10

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_{Tags:  Managed Services, Charter, Sample, Managed Services, shared services, department, charter, vendor, objectives, structure, delivery model, sample documents, template, outsource, ICT, Information Technology, supplier, IT}

 

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