MSP Playbook & Commercial Strategy

We need a seasoned hand to codify how our managed‐service, cybersecurity, and networking projects run end-to-end and to hard-wire the numbers that make them profitable. The assignment is split but interconnected:

1. Operational Playbook
You will map and document every step of delivery, including:
• Standard Operating Procedures and day-to-day runbooks
• Service Delivery frameworks that define roles, hand-offs and success measures
• Business & Service Model alignment so every offering has a clear value proposition
• Solution & Effort Estimation templates that sales and presales can apply consistently
• A clear RACI matrix to remove ownership confusion
• Contract, SOW & Scope Management guidelines to control creep
• Project Delivery checkpoints, Financial & Project Closure routines
• Governance, KPIs & Continuous Improvement loops to keep us sharp

2. Commercial Model Strategy
Parallel to the playbook, I need a commercial engine that covers:
• Pricing & Commercial Model options (fixed, tiered, outcome-based, etc.)
• Resource & Compensation Model that balances margin with talent retention
• Opportunity & RFP Management workflow, from bid/no-bid through win-loss review

Both workstreams must integrate so that the playbook drives costs and the model drives revenue, giving leadership a single view of margin at every stage.

Acceptance criteria
• A cohesive document set (editable in Microsoft 365) plus supporting calculators or templates where relevant
• Executive summary deck that links operational processes to financial outcomes
• A hand-over session to walk the team through applying the framework on a live deal

If you have built similar artefacts for MSP or cybersecurity practices and can reference real-world metrics, I’d like to see how you’d approach this.

FYI- We don't want you to just document our existing processes. We want you to help design the operating model from industry best practices, identify gaps in the current model, and produce the playbook, matrices, templates and commercial framework that Soverenx can actually operate against.

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Please do not apply if your experience is primarily limited to:
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-Generic business consulting without hands-on IT Professional Services / MSP / MSSP / systems integration experience.
-Accounting, bookkeeping or financial modelling without professional-services commercial experience.
-Creating generic SOPs, process documents or templates without having operated the underlying business processes.
-Creating basic Excel rate cards without understanding resource utilisation, project costing, gross margin and delivery risk.
-HR/recruitment consulting without experience designing technical contractor/resource compensation models.
-Project management documentation without experience in technology implementation projects.
-Generic IT support/helpdesk operations rather than project-based professional services.
-Simply providing theoretical recommendations or copying industry templates.
-Consultants looking to build a document only, without challenging assumptions and helping design the underlying operating model.