This thesis focuses on developing an operating model in a managed service for the case engineering company. The case engineering company wants to bring back its consultants from the customer premises to its premises. The case company has a challenge in managing the resources and executing the service package project.

The research methodology for this thesis is qualitative research, design research. The design research was conducted in four-stage. First: current state analysis by interviewing the key stakeholders, second: a conceptual framework from the existing relevant literature research, third: developing an initial proposal from the current state analysis, conceptual framework and interviewing key stakeholders and fourth validating the initial proposal.

The initial proposal of an operating model was presented for validation. The final operating model was produced through a validation process, which describes the participant's position, roles and responsibilities to execute the tasks in logical process order.

This thesis's final proposed operating model will offer the participants a guideline from initiation to execution of the service package, resource management at a general level. The outcome will influence the case company's working culture and provides an additional tool to the case engineering company.