AI is changing not just how work gets done, but also reshaping operating models, retained organisations and service provider value creation in outsourcing relationships. This session shows that the successful scaling of AI capabilities on enterprise level requires the reshape and adjustment of the operating model foundation. The retained organisation is evolving from a service level monitoring function into a control tower responsible for value, risk, governance and agent orchestration. Attendees will learn how providers should include AI readiness gates, governance, data access & quality, and FinOps into their solutions while adapting engagement models to different levels of client maturity. The providers that can govern agents, prove value and share risk will be better positioned to capture the next generation of AI-enabled outsourcing opportunities.