Service delivery governance
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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.
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Service delivery governance
- 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!!!