As AI reshapes the technology services industry, your managed services organization is likely feeling the pressure to adapt—and fast. The push toward “AI-first” strategies is no longer optional. But here’s the catch: the roles and structures you’ve relied on may no longer be fit for what’s coming next.

You’re not alone in wondering:

• Will your current roles stay relevant as AI takes hold?
• Will you need to combine responsibilities into new, hybrid roles?
• Are entirely new roles on the horizon?

These are the critical questions we are addressing in TSIA’s 'The Future of Managed Services - AI’s Impact on Organizational Structures' Research Journey. This journey explores how AI is reshaping roles, responsibilities, and org charts—and how you can evolve your structure to meet the moment. The goal is to help you future-proof your team and stay competitive in a shifting market.

So jump in as we:

• Define the Problem: We start by identifying the business challenge: How does AI change the roles and structure of managed services teams?
• Launch Discovery: We dig into the facts through polls, surveys, and interviews—what’s working, what’s changing, and what you need to prepare for.
• Develop the Theory: Our experts utilize real-world data to shape new frameworks that reflect the evolving needs of an AI-powered workforce.
• Guide the Industry: We connect insights to financial performance so you can see exactly how a future-ready structure impacts your bottom line.

By joining this journey, you can stay updated on each step, participate in finding solutions, and view our results as we work toward implementing the optimal organizational structure in an AI-first world.

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Define the Problem: Why AI Is Reshaping Your Organizational Structure

AI is advancing rapidly, and for managed services providers (MSPs), this pace is creating significant pressure to reevaluate how their teams are structured. While TSIA has established best practices for managed services org design, the rise of AI demands a fresh look.

If you're adopting an AI-first strategy (or planning to), your current roles may not be designed to support the way AI works. This mismatch can create inefficiencies, hinder innovation, and ultimately result in your business missing valuable growth opportunities.

Currently, there is considerable uncertainty about how AI is affecting job roles within managed services organizations. You may be asking:

• Are some roles becoming obsolete or redundant?
• Which roles need to evolve and how?
• What new positions should you be planning for?

If you’re unclear on how AI will reshape your team, you’re not alone.

This Research Journey is especially relevant for:

• MSP leaders working to scale their services and integrate AI.
• HR and talent strategists responsible for workforce planning.
• Technology services executives navigating organizational growth.

Whether you’re designing org charts or shaping hiring plans, understanding the intersection of AI and structure is now a strategic necessity.

If you delay updating your organizational structure to reflect AI’s growing influence, you could face major setbacks that include:

• Talent gaps that make it hard to hire or upskill for AI-driven work.
• Inefficiencies in workflows that slow your ability to scale.
• Missed revenue from not being structured to leverage AI fully.

By addressing this issue now, you can future-proof your organization and gain a strategic advantage.

Related: Introducing the TSIA Research Journey: AI’s Impact on Organizational Structure

How We're Researching the Future of Managed Services

If you’re thinking about joining this Research Journey, you’re probably wondering what to expect and how your participation will make a difference.

At TSIA, we’re committed to delivering not just data, but insights you can use to improve how your organization structures and scales managed services in an AI-driven world.

This isn’t passive research: You’re not just a reader—you’re a contributor and collaborator. Our methodology is designed to be both insightful and engaging, providing multiple opportunities for you to share your input and learn along the way. Here’s how we’re approaching this work and how you’ll be part of it:

• Quick Polls: We’ll kick things off with a short five-question poll designed to capture your initial thoughts and experiences. These rapid check-ins help us identify early trends and inform the direction of our deeper research.
• In-depth survey: Next, you’ll have the opportunity to take a 20-question survey that explores the real challenges, strategies, and organizational structures companies like yours are using today. This detailed input helps us build a more complete picture of the current landscape.

Throughout the journey, you’ll get access to:

• Exclusive findings and research summaries.
• Webinars where our analysts break down key themes and concepts.
• Interviews with thought leaders and peer contributors.
• A final research presentation at our upcoming TSIA World Conference.

You can expect between three to six comprehensive publications, all designed to give you a strategic advantage as you plan for the future.

Related: The State of Managed Services 2025

What You'll Gain by Joining This Research Journey

This isn’t just a research project—it’s an opportunity for you to shape the future of managed services in an AI-first world. When you join this TSIA Research Journey, you’ll walk away with insights and tools that can help you evolve your organization with confidence.

Thematic Insights That Matter

You’ll uncover the most critical trends and challenges impacting managed services today, including:

• What’s working—and what’s not—in current org structures.
• How peers are adapting to AI implementation across their teams.
• Where the industry is heading in terms of roles, responsibilities, and strategy.

Proactive, Practical Guidance

We’ll go beyond theory to give you actionable takeaways, including:

• How to adjust your org structure to support AI.
• The shifts in roles and responsibilities you can prepare for.
• Where new AI-related opportunities may arise across your business.

Strategic Empowerment for the Future

The ultimate goal is to help you develop a practical and scalable framework for an AI-ready organizational structure.

Throughout the journey, you’ll gain the knowledge to:

• Apply our research to your org model.
• Plan for emerging roles and hybrid responsibilities.
• Position your managed services business for long-term success.

By participating in this Research Journey, you’re doing more than contributing data—you’re helping redefine how the entire industry moves forward. Together, we can build the blueprint for what managed services organizations should look like in an AI-driven world.

Related: AI and Automation in Managed Services

Your Key Takeaways

• AI is reshaping managed services roles: As AI adoption accelerates, your current organizational structure may no longer align with emerging needs, making it critical to reassess roles, responsibilities, and team design.
• An AI-ready organizational structure drives growth: Companies that proactively adapt their organizational structures to accommodate AI are better positioned to enhance efficiency, attract top talent, and capitalize on missed revenue opportunities.
• You don’t have to navigate this alone: TSIA’s Research Journey offers the data, insights, and peer-driven guidance you need to strategically evolve your managed services organization in an AI-first world.