Seven signs you have lost control of an outsourced service

Outsourcing can work well. Problems arise when activity continues but control does not.

Warning signs

1. You cannot explain performance in plain language — packs are long, but exceptions are unclear.
2. Ownership bounces — every issue is “with the supplier” or “with the business”, never resolved.
3. MI is green while customers are unhappy — definitions, exclusions or sampling are weak.
4. Repeat incidents have no problem owner — firefighting has become BAU.
5. Change creates more noise than benefit — releases land without operational readiness.
6. Contract discussions dominate service discussions — chargeable versus BAU arguments replace improvement.
7. Knowledge sits entirely with the supplier — your organisation cannot challenge or transition.

What to do next

Start with a short, evidence-based review of governance, MI and ownership. The aim is not to produce a larger report — it is to restore a control cadence leadership can trust.