Customer Service Delivery ManagementBest Practices for Delivery GovernanceMasaf DawoodPracticesOverviewInsightsExecution
Overview – Delivery Governance The purpose of this presentation is to record best practicesand insights in regards to delivery governance. Delivery governance is the management framework withinwhich decisions are made and executed. Delivery governance is a knowledge base of any servicedelivery organization’s Operational processes and productionsupport procedures. Delivery governance provides a single coherent set ofpractices, processes and people to manage the delivery ofservices account wide.
Overview – Delivery Governance The governance should be focussedon triple bottom line – people,planet and profits. For the purpose of this presentationfocus in on people and profits. Managing the people for delivery ofservices to generate profits!!!!
Delivery Governance – Balancing Act Service Delivery Governance is theart of balancing between the needs ofthe customer while optimizing thecosts/unit for the delivery org. The services are to be delivered withthe units of effort that delivermaximum gross margins for the deliveryorg. The plane of happiness is dynamicand lies somewhere in there…..whenboth requirements are met!!!
Delivery Governance – Key Roles & Responsibilities Ensures a single point of accountability for the success ofthe delivery organization. Provides the client with a clear org structure for the deliveryorganization. In order to have clear and concise accountabilities deliverygovernance 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 gluewhile managing internal team and delivering externalresolution and remediation to client issues and problems.
Delivery Governance – SDM Single Throat…Desktop andDeskside supportorganization.Owns image,depot, anddeployment.ClientOrgClientSDMAccountExecutiveTeamsInfrastructuresupport for allaccount wideservicesApplicationsupport for alltiers and relatedmiddlewareNetworking andconnectivityservices providergroup. Service Delivery Manager (SDM) acts as single point ofclient interaction and owns the operational relationshipwith the client. Is the single throat to choke…!!!! All internal team report to the SDM for all technology servicesand silo’s including 3rd party vendors.
Delivery Governance – Process PortfolioDeliveryGovernanceData MiningTrend AnalysisContinuousImprovementFocusedExecution
Delivery Governance – Secret Sauce….??? Team based delivery model requires focusedexecution to continuously improve the servicesdelivered and products developed.
Delivery Governance – Metrics and Reporting To report on the performance, measurements ofthe services should be supported by accurate andagreed upon instrumentation and SLA calculations. "If you can not measure it, you can not improveit.“ Lord Kelvin
Delivery Governance – Summary Delivery Governance is not only about meeting service levelagreements (SLA’s). Smart Delivery Governance is about providing “Value” to theclient that improves the business functions and providesinnovation and transformational improvement in business andIT operations. Happy customers are repeat and reference-able customers!!!