‘In managed services, it’s really a relationship,’ says Adam Caponigro, senior vice president of services at Blue Mantis. ‘You might have a one-year or three-year contract, but I look at that as a one- to three-year relationship that hopefully goes on in perpetuity. Putting the client at the center of what we do is critical to retention, satisfaction and long-term success.’
Blue Mantis’ Adam Caponigro has been promoted to senior vice president of services and will oversee the MSP’s global services organization across the U.S., Canada and India.
Caponigro, who has served as vice president of cloud and managed services at the Portsmouth, N.H.-based MSP since 2021, will lead managed services, professional services and global delivery centers, with a team of more than 300.
A key priority will be to expand managed services offerings for ServiceNow customers, which comes just months after Blue Mantis strengthened Canadian operations and added ServiceNow expertise through its acquisition of Coreio.
“In managed services, it’s really a relationship,” Caponigro told CRN in an exclusive interview. “You might have a one-year or three-year contract, but I look at that as a one- to three-year relationship that hopefully goes on in perpetuity. Putting the client at the center of what we do is critical to retention, satisfaction and long-term success.”
Managed services around ServiceNow will be a big focus as Caponigro said customers are asking for deeper support.
“Clients come to us and say, ‘We’re a ServiceNow customer, but we’re struggling,’” he said. “Historically, we supported ServiceNow indirectly, but now we have the ability to manage it, develop on it and enhance it using best practices. That’s something customers are actively looking for.
“If Canada is strong in ServiceNow, what else can they do? If India has deep delivery capabilities, how do we extend that across professional services and ServiceNow?” he added. “It’s about standardizing and building flexibility across markets.”
Josh Dinneen, Blue Mantis CEO, said Caponigro has been “instrumental” in building out the company’s services organization, which is “highly scalable and deeply customer centric.”
“Under his leadership, our services business has experienced 17 percent growth over the past year, supporting an expanding global client base and increasing demand for managed services, particularly across ServiceNow environments,” Dinneen said in a statement. “This promotion reflects the confidence we have in Adam’s vision, leadership and ability to guide our global teams as we continue to grow.”
As a security-first IT provider, Caponigro said cybersecurity will remain a key part of everything the MSP does from professional services to help desk.
“We have a certain level of access and influence in our clients’ environments, so security training and awareness are part of our day-to-day fabric,” he said. “So we want to be a trusted adviser at every level.”
Going forward, a major focus will be on bringing managed and professional services closer together. He said the teams already work closely but bringing them into one silo will make them a differentiator. That approach allows clients to rely on a single provider for everything.
“People think of managed services as hands-on keyboard work,” he said. “But what often gets overlooked is the governance around it like client success managers, security advisers, technical account managers and service desk leadership. All of that is about putting the client at the center and making sure we’re delivering consistently and effectively.”
