Customer Service Delivery Management Best Practices for Delivery Governance

Masaf Dawood

Practices

Overview

Insights

Execution

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.

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!!!!

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!!!

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.

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.

Delivery Governance – Process Portfolio

Delivery

Governance Data Mining

Trend Analysis

Continuous

Improvement

Focused

Execution

Delivery Governance – Secret Sauce….???

Team based delivery model requires focused

execution to continuously improve the services

delivered and products developed.

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

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!!!