Delivery governance provides a framework for managing service delivery through defined processes, roles, and responsibilities. It aims to balance customer needs with optimizing costs for the delivery organization. The Service Delivery Manager acts as the single point of accountability and manages the client relationship and delivery teams. Effective delivery governance relies on clear accountabilities, metrics and reporting to continuously improve service quality and deliver value to customers.

1. Customer Service Delivery Management
Best Practices for Delivery Governance
Masaf Dawood
Practices
Overview
Insights
Execution

2. Overview – Delivery Governance
 The purpose of this presentation is to record best practices
and insights in regards to delivery governance.
 Delivery governance is the management framework within
which decisions are made and executed.
 Delivery governance is a knowledge base of any service
delivery organization’s Operational processes and production
support procedures.
 Delivery governance provides a single coherent set of
practices, processes and people to manage the delivery of
services account wide.

3. Overview – Delivery Governance
 The governance should be focussed
on triple bottom line – people,
planet and profits.
 For the purpose of this presentation
focus in on people and profits.
 Managing the people for delivery of
services to generate profits!!!!

4. Delivery Governance – Balancing Act
 Service Delivery Governance is the
art of balancing between the needs of
the customer while optimizing the
costs/unit for the delivery org.
 The services are to be delivered with
the units of effort that deliver
maximum gross margins for the delivery
org.
 The plane of happiness is dynamic
and lies somewhere in there…..when
both requirements are met!!!

5. Delivery Governance – Key Roles & Responsibilities
 Ensures a single point of accountability for the success of
the delivery organization.
 Provides the client with a clear org structure for the delivery
organization.
 In order to have clear and concise accountabilities delivery
governance process has to be outlined and defined.
 Delivery Governance manages the contract SD, execution,
and operational issues.
 Service Delivery Manager is the key role that acts as a glue
while managing internal team and delivering external
resolution and remediation to client issues and problems.

6. Delivery Governance – SDM Single Throat…
Desktop and
Deskside support
organization.
Owns image,
depot, and
deployment.
Client
Org
Client
SDM
Account
Executive
Teams
Infrastructure
support for all
account wide
services
Application
support for all
tiers and related
middleware
Networking and
connectivity
services provider
group.
 Service Delivery Manager (SDM) acts as single point of
client interaction and owns the operational relationship
with the client. Is the single throat to choke…!!!!
 All internal team report to the SDM for all technology services
and silo’s including 3rd party vendors.

7. Delivery Governance – Process Portfolio
Delivery
GovernanceData Mining
Trend Analysis
Continuous
Improvement
Focused
Execution

8. Delivery Governance – Secret Sauce….???
 Team based delivery model requires focused
execution to continuously improve the services
delivered and products developed.

9. Delivery Governance – Metrics and Reporting
 To report on the performance, measurements of
the services should be supported by accurate and
agreed upon instrumentation and SLA calculations.
 "If you can not measure it, you can not improve
it.“ Lord Kelvin

10. Delivery Governance – Summary
 Delivery Governance is not only about meeting service level
agreements (SLA’s).
 Smart Delivery Governance is about providing “Value” to the
client that improves the business functions and provides
innovation and transformational improvement in business and
IT operations.
 Happy customers are repeat and reference-able customers!!!