Technical Service Manager

Challenge

Our partner asked us to conduct an audit for Service Delivery area as they constantly getting escalations from the end customer related to the lack of ownership of critical issues.

We conducted the audit which showed that customer-facing roles within partner delivery setup did not have enough technical background to be able to speak to the customer in the same language. This fact prevents considering relationships between different configuration items (Cis) of IT infrastructure during transformation activities, therefore non-standard changes frequently are being implemented with impact to the business operations.

Solution

After series of workshop with partner, we engaged Technical Service Manager (TSM) with appropriate technical background who brought following improvements within a month:

• TSM created and agreed RACI matrix securing split of responsibility for Delivery Managers and Contract Managers. TSM was presented to the customer and started chairing operational meetings while Contract Managers continue to focus on questions related to contract and finance management.
• TSM started additional assessments of complex non-standard changes and transformation projects. He was highlighting and fixing possible issues within the partner delivery organization before discussing then with the customer representatives.

Results

• The amount of customer escalations drastically reduced that helped the partner to increase the pipeline of new transformation projects.
• Relationships between CIs are being taken into consideration during complex non-standard changes that in turn increase trust from the customer technical team.
• Remaining operational questions in customer’s attention started to be properly coordinated without lost-in-translation issues.