Scaling Service Delivery: A Growth Guide for
IT Service Providers
Contents
Today, IT service providers have their hands full. Most projects vary widely in scale and scope, making it difficult to have enough resources available on-demand to effectively respond to client needs. Plus, as sales increase and your business grows, clients can become more demanding and complex. If you don’t have the support you need to handle these requests, you will likely struggle to scale sustainably.
Many IT service providers aren’t operating at their full potential. But, with careful planning and strategic partnerships, you can meet your service delivery goals.
Are you leaving money on the table?
IT service providers are often tasked with delivering complex solutions to their clients while meeting strict deadlines and adhering to budget constraints. However, many providers fail to meet their business goals due to inefficient hiring processes or a lack of access to qualified field technicians and project coordinators. Without sufficient resources, IT service providers may struggle to complete projects on time or within budget, leading to dissatisfied clients and lost business opportunities.
The shortage of skilled technicians is a common challenge faced by IT service providers. These professionals are responsible for designing, implementing, and maintaining complex IT infrastructure, which requires specialized knowledge and expertise. When IT service providers do not have enough technicians to meet the demands of their clients, they may struggle to deliver high-quality solutions. In addition, the shortage of technicians may also result in delays or project cancellations, further impacting the provider's ability to achieve their business goals.
Project coordinators are another crucial resource that IT service providers need to achieve their business objectives. These professionals are responsible for managing the service delivery team and its projects from start to finish, ensuring that all tasks are completed on time and within budget.
Without sufficient project coordinators, IT service providers may struggle to coordinate tasks and resources effectively, leading to delays and cost overruns. Moreover, the lack of project coordinators can also result in poor communication with clients, leading to misunderstandings and dissatisfaction.
To meet their business goals, IT service providers must focus on developing and retaining skilled professionals to ensure they have the resources they need to succeed in the highly competitive IT services industry — or risk leaving money on the table.
Scaling field services operations and growing your book of business
In today’s IT world, scalability is as important as salability. IT service providers must have the best technicians and coordinators available for a job but on a scale that fits. Too many personnel creates too much cost, and too little can hinder a project’s progression. It’s all about arriving in the ‘Goldilocks zone’ where it’s just enough to get the job done.
You also want — whenever possible —seamless continuity of work. You want a skilled developer, who creates a dynamic system for you, to still be available tomorrow. And the next day. And the month after that.
Creating and managing a reusable workforce whenever possible is ideal so you don’t have to re-explain a project from scratch.
Hiring qualified technicians
Finding field technicians with the right skills and experience can be difficult. Technicians require specialized technical skills and knowledge to install, configure, and troubleshoot IT infrastructure. IT service providers need to find candidates who have the required technical expertise, as well as the ability to communicate effectively with clients and work independently.
Managing a geographically dispersed team of field technicians can be even more challenging. IT service providers need to ensure that their field technicians are adequately trained, equipped, and supported to perform their tasks effectively. Furthermore, IT service providers need to manage scheduling and dispatching of their field technicians, ensuring that they are assigned to the right tasks at the right time.
Maintaining quality and consistency of service delivery is also key. Field technicians work in diverse environments and with different clients, which can result in variations in service quality and consistency. IT service providers need to ensure that their field technicians adhere to standard procedures and processes to deliver consistent and high-quality service.
Identifying technical coordinators
Although field service technicians are typically the ones delivering services on-site, project managers and technical coordinators are just as crucial to your service delivery team.
Project coordinators ensure that IT deployments are completed on time and within budget. They are responsible for managing project timelines, coordinating resources, and ensuring that all tasks are completed on schedule. By effectively managing IT deployments, project coordinators can help to prevent delays and cost overruns, which can improve client satisfaction and profitability for IT service providers.
Project coordinators also provide a point of contact for clients during IT deployments. They communicate with clients regularly, keeping them informed of progress and addressing any concerns or issues that may arise. By maintaining open and frequent communication with clients, project coordinators can build trust and confidence, improving client satisfaction and loyalty.
Finally, technical coordinators are key in ensuring that IT deployments are executed according to standard procedures and processes. They develop and maintain project plans, ensure that all tasks are completed to a high standard, and conduct quality assurance checks to ensure that deployments meet client requirements. By ensuring that deployments are executed to a high standard, project coordinators can improve client satisfaction and help to prevent issues or errors that can lead to costly remediation for IT service providers.
Finding the right field services partner
Gathering and coordinating a contingent workforce can be a major headache when clients are demanding more work, and you must start the vetting and hiring process from scratch every time. If you already have a pool of qualified technicians, then you know that hiring a full-time coordinator can cause its own issues, like HR and payroll complexities.
That’s where a field services partnership becomes vital to your business’s success. Technology implementation partners can help you develop and maintain a qualified workforce, so you can consistently provide high-quality services and meet your goals.
When investing in implementation support, though, you need to find a provider that fits your organizational philosophy and field service aspirations while providing true transparency. Your organization should prepare itself for a thorough and possibly lengthy search involving research, meetings, and interviews.
Take the most relevant questions from the three categories below and adjust them to the current mindset of your organization, then use them to determine the best potential partner for immediate implementation and future improvement.
Questions of Approach
Not all implementation partners have the same methodology, even if the goals and applications of their software overlap with the rest of the field. Here, you’re looking for their value propositions.
Ask questions like these:
- How can you help us improve our talent pool of field technicians?
- How can you help our field service operations scale to demand and growth?
- To what extent have you been directly involved with project management and coordination (PM/PC) for former clients? And what degree of involvement can you provide us?
- In what ways does your methodology help us improve as an IT service provider?
- What benefits and applications does your presence provide?
- How does collaboration with you work, and with what frequency can we expect updates, insights, and assessments from you?
- What is your routine approach to each new deployment?
- What will a partnership with you actually cost us?
- What is your availability for on-the-fly or emergency projects and maintenance?
Questions of Experience
Not only do you want to find an implementation partner who has been in field services long enough to have experienced both common issues and bizarre outliers in the world of telecom IT, but you want a partner who has dealt with projects beyond your organization’s current purview and succeeded.
Draft questions that will reveal whether this potential partner has a beneficial level of expertise for improving your own:
- What countries have you executed projects in, and how recently?
- What is your previous experience with telecom IT deployments of our organization’s scope, scale, and location?
- How familiar are you with routine and advanced IT stewardship?
- What familiarity do you have with problem management on a PM/PC level?
- What experience do you have with organizational change management, specifically enterprise software implementation?
- Has your organization previously helped a midsized or smaller field services operation grow to a higher level of capability and reach?
- Have you previously coordinated clients with international vendors for project execution?
- How have you customized your field service management (FSM) platform offering to other clients in the past?
- Does your organization value transparency, and how do you demonstrate that to clients?

Questions of Growth
The only reason to bring on an entity as a partner is if they help provide or identify avenues for mutual growth. Include specific questions concentrating on the future of your industry and how a strong partnership can help to take advantage of new advancements and weather any seismic changes:
- What are the technologies we should prepare to implement in the next two to five years?
- Where is IT heading on a global scale?
- How can you help us break into new international markets without prohibitive costs?
- What global partners do you have relationships with to help us make inroads into certain regions of the world?
- Based on our organization’s current IT stack, what areas need the most immediate improvements?
- How well or poorly is our current IT infrastructure set up for implementing emerging solutions without experiencing compatibility issues?
- Can you provide us with local insights into new global markets, from economic and legal regulations to cultural intricacies?
Our approach to service delivery for IT service providers
Kinettix is a reliable partner for creating a more robust contingent workforce and expanding your reach to handle global demands. We provide techs and field management services as an extension of your company.
We serve as an extension of your organization, helping you handle a greater workload and accommodate more complex and demanding clients. No matter if you need talent in a remote corner of the world, coordinators to manage your techs, or resources to meet a surge in demand, Kinettix can provide the planning, staffing, and management services to get the job done. We offer:
> Projects: On-demand technicians for installs or rollouts
> Dispatch: On-demand technicians for maintenance
> FieldFlex℠: Flexible IT coordination services
> Staff Aug: Contingent talent to scale or meet surges in demand
Kinettix makes it simple to get the service you need fast. We receive requests via email, phone calls, shared worksheets, and, most significantly, through an API to our Dispatch1® FSM software. Through a connection to our Dispatch1 portal, we can provide you with an API-driven platform that gives you global dispatch capabilities.