The AI-powered workforce

The managed services landscape requires a dramatic transformation to meet evolving business needs and fully leverage technologies like AI. This shift calls not only for a reimagining of the services offered, but also a fundamental change in the capabilities and mindset of the professionals delivering them.

Gone are the days when technical prowess alone sufficed; today, success depends on a new breed of talent — defined by curiosity, adaptability and a relentless drive to learn. 
 

Learning to evolve: Essential skills for the AI-driven era

Historically, managed services were largely reactive, focused on the "break-fix" model. Teams were primarily composed of individuals with deep technical expertise, adept at troubleshooting hardware and software issues. Their skills were centered around specific technologies and success was measured by their ability to resolve problems quickly.

This quick-fix approach, while seemingly efficient in the short term, often fostered a culture focused on immediate symptom resolution rather than long-term system health. Metrics like “mean time to repair” (MTTR) and “number of tickets closed” became primary indicators of success, incentivizing rapid fixes over root-cause analysis and preventative measures. This reactive methodology contributed significantly to the accumulation of technical debt, as temporary solutions and workarounds were prioritized over sustainable, scalable architectures. 

However, demands of the 21st century technology landscape and the advent of AI have fundamentally altered this paradigm. Today’s environment requires a proactive approach, focused on AI-driven automation, predictive analytics and continuous modernization. This shift has necessitated a move away from purely technical skills towards a more holistic skill set.

A proactive and predictive managed services model fundamentally redefines "good" by emphasizing preemptive problem-solving and continuous improvement over reactive fixes. Success is no longer defined by response times or ticket closure rates. Instead, it's measured by metrics like prediction accuracy, reduction in downtime and the overall performance and resilience of the client’s infrastructure. 

With that in mind, professionals must now analyze complex data patterns, apply AI/ML insights and communicate their impact in clear, business-relevant terms. The role has evolved into one that balances technical acumen with strategic foresight, data literacy and strong client engagement, enabling long-term value creation and sustained system health.
 

The rise of the "investigative learner"

In the age of AI, the ability to learn and adapt quickly is paramount. Managed services professionals must now be “investigative learners,” constantly exploring new technologies and methodologies. This includes a crucial shift from simply “patching” problems to conducting thorough root cause analysis — which requires a holistic understanding of the client’s entire system, not just isolated point solutions. Curiosity and a willingness to experiment are essential for staying ahead of the curve, enabling professionals to leverage AI tools for proactive problem-solving and long-term system optimization.

This shift is driven by the following factors:

• AI-driven automation. AI algorithms are increasingly capable of automating routine tasks, freeing up human professionals to focus on more complex and strategic initiatives.

• Predictive analytics. AI-powered analytics can identify potential issues before they arise, enabling proactive intervention and minimizing downtime.

• Continuous modernization. AI can provide valuable insights into service performance, supporting continuous optimization and improvement.

The importance of soft skills

While technical expertise remains essential, soft skills are becoming increasingly critical in managed services. Clear communication, cross-functional collaboration and strong problem-solving abilities are vital to building trust and delivering consistent value to clients. As AI becomes an integral part of the services delivered, teams must also be able to explain complex systems in simple terms and translate data into meaningful, actionable insights.

For example, when a client-deployed update disrupts a custom logistics app, an application managed services (AMS) provider focused solely on technical fixes risks frustrating the client by failing to communicate the impact on business operations. Without translating technical problems into business-relevant terms, clients are left in the dark, unable to gauge the severity or respond effectively. Conversely, a team that prioritizes soft skills proactively communicates, shares regular updates and collaborates with the client to understand operational impact. This demonstrates technical competence and builds trust by ensuring transparency and collaborative problem-solving when it matters most.

Bridging the skills gap: Evolving talent for the future of managed services

The future of managed services talent lies in the ability to adapt and evolve. AI-driven innovations are constantly reshaping the landscape, creating new opportunities and challenges. As a result, a widening skills gap has emerged, fueled by the accelerating pace of transformation. 

To close this gap, organizations must treat talent development as an ongoing process. That means investing in continuous training and upskilling, ensuring teams stay proficient in modern tools and methodologies. It’s not just about mastering AI platforms — it’s about fostering a culture of continuous learning, where adaptability and proactive growth are encouraged, allowing talent to keep pace with the ever-accelerating evolution of the technology environments they manage.

At Thoughtworks, we recognize that thriving in the AI-driven era of managed services demands more than just technical proficiency. Our strategy emphasizes continuous evolution, not just in our client's applications, but also in our talent. To equip our teams with the skills needed to deliver proactive, future-fit maintenance, we invest heavily in ongoing training and development programs. We encourage our people to explore and master emerging AI tools and methodologies, ensuring they can leverage our unique AI-powered approach to constantly enhance and elevate client value.
 

Hiring for tomorrow

Companies have already started recognizing the need for talent with a combination of technical expertise, soft skills and strong learning agility. This has led to a shift in recruitment and training strategies, with a greater emphasis on identifying and developing individuals with these qualities.

Organizations must move beyond traditional technical assessments and prioritize talent that demonstrates a proven aptitude for continuous learning and problem-solving. Identifying such talent requires evaluating a candidate's capacity to quickly acquire new skills, adapt to unfamiliar situations and effectively communicate complex technical concepts. Specifically, interview processes should incorporate scenarios that gauge a candidate's approach to tackling novel challenges, their resourcefulness in finding solutions and their ability to collaborate effectively. In addition, companies should leverage tools and methodologies that assess not only technical proficiency, but also learning agility, curiosity and a demonstrated passion for staying at the forefront of technological advancements.

At Thoughtworks, our talent acquisition strategy centers on identifying individuals who thrive in dynamic, problem-solving environments. We prioritize candidates who demonstrate a genuine passion for tackling challenges, exhibiting a proactive approach to investigation and resourcefulness in finding solutions. To accurately assess potential, we focus on understanding a candidate's past experiences in navigating novel challenges and acquiring new skills. We delve into instances where they've successfully adapted to unforeseen changes or embraced unfamiliar tasks, carefully evaluating their problem-solving methodologies and their inherent drive for continuous growth. These insights are meticulously staged and documented, ensuring a comprehensive and objective evaluation of a candidate's future potential and their alignment with Thoughtworks' commitment to fostering innovation and adaptability.

About Thoughtworks DAMO™ managed services

Thoughtworks' DAMO™ Managed Services (Digital Application Management and Operations) revolutionizes traditional IT operations. We move beyond simply sustaining digital assets, focusing instead on proactive, continuous modernization that reduces technical debt, lowers TCO and delivers measurable ROI. 

Achieving this requires more than just technical expertise — it demands professionals with strong learning agility, curiosity and adaptability. That’s why we prioritize building teams of fast learners with exceptional soft skills, equipped to navigate the dynamic world of AI-driven automation and predictive analytics. 

At Thoughtworks, we are committed to empowering our clients with secure, compliant and future-ready managed services, delivered by professionals who are themselves continuously evolving in tandem with the technology they wield.