Contrary to the often-cited fear of AI as a job displacer, Michael Jacobs, EVP Nordics at Crayon (pictured), asserts that AI's integration in the MSP sector is poised to create significantly more jobs than it displaces.
This optimistic outlook is rooted in the evolving nature of MSP roles and the expanding skill sets required to harness AI's potential.
"The widespread adoption of AI across the MSP sector will create significantly more jobs than it displaces,” he says. “Crayon, as an MSP, is currently upskilling our employees to better help our customers both with advanced AI projects as well as advising customers who are new to AI to understand the power and opportunities that lie ahead.
“As the market evolves, the increased use of AI has helped us to hire more people across our business. Consequently, there will be a greater focus on retraining and reskilling our people to fill these gaps.”
This trend is mirrored in the broader educational landscape, with universities increasingly offering AI-focused courses. “There are many universities now offering courses on AI,” he adds. “This will help companies like Crayon hire experts in the future.
“Due to the speed at which AI is evolving however, there will always be an expectation of additional training and upskilling needed to ensure we can continue to make optimal use of the technology and meet the needs of our customers.”
Emerging AI roles at MSPs
The proliferation of AI within MSPs has already given rise to new job categories, Jacobs believes.
Crayon’s decade-long experience with AI and machine learning, manifested in over 300 projects and a team of 150 data experts, highlights the emergence of roles centered around project deployment, AI governance and compliance, security, and user adoption. Such roles underscore the need for expertise beyond mere technical knowledge, expanding into areas like consultancy, ethical AI usage, and user-centric design.
"There are already a handful of new types of roles that we've seen emerge as a result of integrating AI into core business processes, and there's certainly more to come.
“From our experience, the roles we've seen emerge relate to project deployment, governance and compliance, security in AI, and user adoption and training," Jacobs notes. “Every company will need this expertise, but there is a lack of resources and every customer on the planet can’t have its own AI specialist.”
Therefore, there’s a need for MSPs to have those data experts so that businesses can use the technology to stay relevant in this rapidly evolving landscape without having to have in-house expertise, he explains.
“We at Crayon have started building such services to help our customers take advantage of the technology and leverage us as their AI advisor.”
Innovations and new services powered by AI
AI's integration into MSPs operations transcends conventional boundaries, unlocking novel revenue streams and consultancy services. Jacobs illustrates this with diverse examples ranging from agricultural enhancements to public sector safety improvements.
"The use of AI is providing MSPs with the ability to secure new revenue streams through consultancy services.
“This ranges from enabling dairy farms to improve how cows are milked to increasing safety for public sector employees to enhancing healthcare services and reducing manufacturing costs through automation," Jacobs emphasises.
This diversity signifies AI's deep penetration into various sectors, demanding a comprehensive AI strategy at the highest organisational levels. The focus shifts from mere technology implementation to its application in enhancing human experiences and organisational efficiency.
“AI is embedded into every aspect of the workplace, from software to cloud to hardware and it goes from end-users to customers to service providers. This is why the AI strategy needs to be set in top management and even at the Board level because you have to understand the business as a whole and know where to best implement the technology.
“Then, where it gets interesting is how we use the technology to improve our lives, that’s when AI’s impact becomes real.”
AI in cybersecurity: A new frontier for MSPs
As AI becomes increasingly integral to cybersecurity, MSPs also face the necessity of developing specialised roles to manage AI-driven security solutions.
This scenario presents MSPs with the dual challenge and opportunity of addressing the security skills shortage while innovating in AI-enhanced cybersecurity solutions.
"MSPs must create specialised roles that are focused on cybersecurity. Not only because of the role AI can play in improving cybersecurity capabilities but also due to the sheer amount of - often sensitive - data being used in AI models," Jacobs explains.
The sensitivity and volume of data in AI models call for expertise in cybersecurity, emphasising roles in building, managing, and ensuring the compliance of these solutions.
“To support this need, MSPs must have access to data experts who specialise in building these solutions, and those who specialise in governance and compliance.
“This need is intensified by the security skills shortage, providing a unique opportunity for MSPs to support their customers. This means that customers are looking to MSPs to build and manage cybersecurity solutions designed to protect the AI models being built.”
