Team Structure & Roles in an IT Outsourcing Service Company
A successful IT outsourcing company relies on a cross-functional team to deliver projects efficiently, maintain client relationships, and drive innovation. Below is a detailed breakdown of key roles, responsibilities, and skills required for each position.
1. Leadership & Strategy Team
A. Nafey Bukhari, Chief Executive Officer (CEO)
Responsibilities:
- Define company vision, mission, and growth strategy.
- Oversee P&L, investor relations, and mergers/acquisitions.
- Build partnerships with enterprise clients and tech vendors.
Skills:
✔ Business acumen | ✔ Stakeholder management | ✔ Market trend analysis
B. Barry Marbles, Chief Technology Officer (CTO)
Responsibilities:
- Lead R&D and technology roadmap.
- Ensure scalability, security, and innovation in solutions.
- Evaluate emerging tech (AI, blockchain, quantum computing).
Skills:
✔ Architecture design | ✔ Cloud/AI expertise | ✔ Vendor evaluation
C. David Roper, Chief Delivery Officer (CDO)
Responsibilities:
- Oversee project execution and delivery timelines.
- Optimize workflows (Agile/DevOps).
- Manage client escalations and SLA compliance.
Skills:
✔ Project governance | ✔ Risk management | ✔ Client communication
2. Sales & Business Development
A. Salman Bukhari, Sales Director
Responsibilities:
- Drive revenue via new client acquisition.
- Negotiate contracts and pricing models (fixed-cost, T&M).
- Collaborate with marketing on lead generation.
Skills:
✔ Solution selling | ✔ Contract negotiation | ✔ CRM tools (Salesforce)
B. Owais Ay, Account Manager
Responsibilities:
- Retain and expand existing client accounts.
- Identify upsell opportunities (e.g., adding cybersecurity services).
- Conduct quarterly business reviews (QBRs).
Skills:
✔ Relationship building | ✔ Needs analysis | ✔ Upselling
3. Technical Teams
A. Tom Gooch, Solutions Architect
Responsibilities:
- Design tailored IT solutions for clients.
- Create technical proposals and architecture diagrams.
- Advise on tech stack selection (e.g., AWS vs. Azure).
Skills:
✔ Cloud certifications | ✔ System integration | ✔ Cost optimization
B. Jason Fleet, Lead Software Engineer
Roles & Expertise:
| Role | Focus Area |
|---|---|
| Frontend Developer | React, Angular, UX/UI integration |
| Backend Developer | Node.js, Python, APIs, Microservices |
| Full-Stack Dev | End-to-end app development |
| DevOps Engineer | CI/CD, Kubernetes, IaC (Terraform) |
C. Keit James, Lead QA & Testing Team
Responsibilities:
- Manual/Automated testing (Selenium, JIRA).
- Performance testing (LoadRunner, JMeter).
- Security testing (OWASP, Burp Suite).
Skills:
✔ Test automation | ✔ Bug tracking | ✔ Compliance standards
4. Operations & Support
A. Ibrar Hassan, Lead Project Manager (PM)
Responsibilities:
- Plan sprints, allocate resources, and track budgets.
- Serve as the primary client liaison.
- Mitigate risks (scope creep, timeline delays).
Skills:
✔ Agile/Scrum | ✔ JIRA/Asana | ✔ Conflict resolution
B. Christy Nelson, Lead IT Support Engineer
Tiers of Support:
| Tier | Responsibility |
|---|---|
| L1 | Basic troubleshooting (password resets) |
| L2 | Server/network issues |
| L3 | Escalations and root-cause analysis |
Skills:
✔ Ticketing systems (Zendesk, ServiceNow) | ✔ OS/Networking knowledge
5. Specialized Team
A. Kevin Lee, Lead Cybersecurity Team
Roles:
- Security Analyst: Monitor threats (SIEM tools like Splunk).
- Penetration Tester: Ethical hacking (Certified Ethical Hacker).
- Compliance Officer: Ensure GDPR/HIPAA adherence.
B. Usman Javed, Lead Data Science & AI Team
Roles:
- Data Engineer: Build pipelines (Spark, Kafka).
- ML Engineer: Develop models (TensorFlow, PyTorch).
- BI Analyst: Create dashboards (Power BI, Tableau).
6. HR & Talent Management
A. Aleesha Bukhari, Lead Recruitment Team
Responsibilities:
- Source tech talent (LinkedIn, GitHub, hackathons).
- Conduct technical screenings (coding tests, system design interviews).
Skills:
✔ Tech stack knowledge | ✔ Employer branding
B. Asad Raj, Lead Learning & Development (L&D)
Responsibilities:
- Upskill teams on new technologies (e.g., GenAI courses).
- Manage certifications (AWS, Microsoft, Cisco).
Team Collaboration Tools
- Communication: Slack, Microsoft Teams
- Project Management: JIRA, Trello, ClickUp
- Documentation: Confluence, Notion
Why This Structure Works
- Clear Role Delineation: Prevents overlap and accountability gaps.
- Scalability: Teams can expand based on project pipelines.
- Client-Centric Approach: Dedicated account managers and PMs ensure smooth delivery.
Workflow for a Client Project
- Sales Team closes a cloud migration deal.
- Solutions Architect designs the AWS infrastructure.
- DevOps Team implements CI/CD pipelines.
- QA Team validates performance.
- Support Team provides post-launch maintenance.
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