End-to-end management of service towers (application support, data engineering, cyber operations, GRC, RPA, AI operations) on KPI-driven SLAs with executive governance and SOC 2 Type I attestation. Onshore (US) and offshore (India) delivery.
Managed services is the most strategic of our engagement models, and the most often misunderstood. It is not just outsourcing; it is buying an operating service with accountability shifted to us.
Managed services is the most operationally demanding engagement model we run. The disciplines below are what separate managed services that creates leverage from managed services that creates dependency.
The first 90 days are transition: shadowing your team, documenting tribal knowledge, setting up tooling and runbooks. We don't take SLA accountability until stabilization is complete and runbooks are in place. Pretending otherwise means failing SLAs while still figuring out the work.
Every managed services engagement has a tower lead on our side at the senior level, usually a director or VP, who owns the service outcome. They report into your governance forum, escalate risks, and bear personal accountability for whether the SLAs hit.
Managed services governance runs on dashboards showing service levels, capacity utilization, ticket volumes, and outcomes, increasingly with AI-augmented capacity forecasting and anomaly detection. Status decks signal immature governance. The dashboard is the product; the deck is just the explanation.
Year-over-year, we target 10% cycle-time improvement on every managed services tower. Not just maintaining the SLA, improving it. It comes from automation, runbook refinement, and the compounding knowledge the tower team builds. If we're not improving, you're not getting the leverage you should.
Every managed services contract has explicit reversibility provisions: if you bring the service back in-house, we hand off the runbooks, train your team, and structure the transition. Vendors who lock you in by design eventually mistreat you. We don't operate that way.
Six service towers we own end-to-end as managed services engagements. Our talent network is broader; these are the operational services we run on SLA, with KPI accountability, with a tower lead personally on the hook for the outcome.
The right geography depends on your data residency requirements, time zone needs, and the cost-to-quality ratio your program can sustain.
Fully US-based delivery for towers requiring data residency, US Citizen / Green Card workers, or onshore time zone alignment. Higher cost-to-capability ratio, but the only option for some regulated environments.
India-based delivery from our Global Delivery Centers in Hyderabad, New Delhi, and Lucknow. Best cost-to-capability economics for follow-the-sun work, application support, and the high-volume service towers where 24/7 coverage is part of the SLA.
Managed services involves sensitive operational data, IP, and access. We've earned the attestations, separated the data, and built the controls that enterprise security and procurement teams require before signature, not after.
Independent attestation of our security, availability, and confidentiality controls. Available under NDA on request.
Segregated environments, encryption at rest and in transit, controlled access. Data residency options for regulated workloads.
Your work product is your IP. Engagement terms make ownership explicit at signature. Pre-existing IP is licensed cleanly.
Continuous control testing, evidence collection, and quarterly attestation cycles. Built to pass enterprise security review.
A structured finance firm needed modern reporting on a 30-year-old AS400 loan platform, conventionally a multi-million-dollar rip-and-replace. We built a bridge architecture instead: system of record intact, a modern Azure + Power BI layer on top. The phased SOW became an ongoing managed services tower.
Read the case study →The six service towers, the operating model, the SOC 2 Type I controls procurement asks for, and the US/India delivery split, in one page you can forward to security and procurement.
Tell us the tower, the SLAs, and the geography. We'll come back with a transition plan, a steady-state team, and a governance framework calibrated to the actual scope.