Service Delivery Management. 4.1 The Service provider shall conduct monthly, quarterly, and annual operational reviews with the Customer to ensure the goals of the project have been met and to evaluate outstanding aims. The Customer will be invited to evaluate the service impact and deliver feedback to the Service Provider and any required actions will be documented and assigned to the Service Provider with tasks to be performed within agreed timescales.
Service Delivery Management. 2.1 The CMO shall:
2.1.1 deploy the resources necessary to provide the CMO Services;
2.1.2 engage a financial officer, a deputy Authorised Officer to monitor and ensure compliance with contract standards and secretariat or administrative support; and
2.1.3 employ or use staff seconded from the Authorities as agreed by the Committee.
2.2 The CMO shall be operated and run using the CMO Budget, which shall include for all costs and overheads required to operate the CMO and shall include, without limitation:
2.2.1 staff costs including pensions (including admittance to the LGPS);
2.2.2 HR services;
2.2.3 financial services including payroll and payment processing;
2.2.4 property costs and utilities;
2.2.5 ICT and ICT services;
2.2.6 Insurance;
2.2.7 legal services;
2.2.8 consumables and office furniture; and
Service Delivery Management. 15.1. The Service Provider shall nominate a Service Delivery Manager as primary contact for matters relating to the delivery and performance of the Services and have the responsibilities as defined in the Service Definition.
15.2. The Customer Representative and the Service Delivery Manager will meet on a regular basis (the “Service Review”) to an agreed schedule at location(s) within the United Kingdom, and/or using video conferencing facilities, as agreed between the Parties. During the Service Review the Parties will review the Service Reports (as defined herein) and the performance of the Services against the Service Levels described herein, and where applicable the Continuous Service Improvement Plan (“CSIP”). In the event the Service Provider has been unable to achieve one or more Service Levels for a period of two (2) consecutive months or more it shall also be obliged to present a plan to remedy the deficiencies in the Services (a “Service Improvement Plan”) to the Customer at the Service Review.
15.3. During the Assessment Period (as defined herein) the performance of the Service Provider and Services may be regularly reviewed against any measures agreed in writing by the Parties (the “Assessment Criteria”). Where the Parties agree that the performance of the Service Provider and/or the Services does not meet the Assessment Criteria or at a minimum meet the measures stated in Article 2:
a) the Assessment Criteria may be updated by mutual consent of the Parties to adjust the measures used for the basis of reviews to reflect a change in Customer operations and/or requirements; and/or
b) a Change to the Services may be requested as detailed in the Variation Procedure to ensure that the measures used for the basis of reviews can be achieved. Without prejudice to any rights and remedies of the Customer, in the event the Parties cannot reach agreement as to an appropriate action in accordance with this Clause 15.3 the Dispute Resolution Process as documented in the Master Services Agreement shall be invoked.
Service Delivery Management. Service delivery management (“Service Delivery Management”) represents the day-to-day interface between Company and Amdocs. Service Delivery Management covers * Confidential treatment has been requested. The redacted material has been separately filed with the Commission. managerial and ongoing communications between the Parties and includes Service performance issue resolution and working jointly with Company to plan and coordinate future Changes. Amdocs believes that the key to successful Service Delivery Management is establishment of a proper governance mechanism to manage and control the Amdocs Systems, and to ensure that the best methods are used for communication and decision-making. Amdocs has established a service and program management team that will be responsible for managing the entire range of activities related to the Outsourcing Services, from Implementation and Migration Services through on-going Outsourcing Services (including all Additional Services a part thereof). Along with dedicated Amdocs Personnel to support Company, Amdocs will have Amdocs Personnel resources available and supporting Company who are highly knowledgeable (through training and knowledge transfer by Company) of Company’s key business practices and procedures who will be able to lead and assist the service and program management team in providing the Outsourcing Services. Appropriate level management of both Amdocs and Company will meet at a minimum on a monthly (or more frequent as requested by Company) basis on-site (at either Amdocs or Company Sites, alternating as mutually agreed upon by the Parties) to review the performance of Service Delivery Management and Outsourcing Services for the past, current, and coming month, working to identify areas of improvement necessary and develop action plans to address those areas to be measured reviewed in the next meeting. The governance mechanism components of Amdocs’ Service Delivery Management are as follows:
Service Delivery Management. The Contractor shall provide detailed description for service delivery management for the complete project including deliverables and project management methodology for approval by engineer in charge of the project and that also alongwith foot survey details to avoid any problems to the end user.
Service Delivery Management. (a) Customer Relationship Manager. T-Mobile will appoint an individual (the “T-Mobile Relationship Manager”) who, from the Effective Date of the Agreement, will serve as the primary T-Mobile representative under the Agreement. The T-Mobile Relationship Manager will (a) have overall responsibility for managing and coordinating the performance of T-Mobile’s obligations under the Agreement, and (b) be authorized to act for and on behalf of T-Mobile with respect to all matters relating to the Agreement. Notwithstanding the foregoing, the T-Mobile Relationship Manager may, upon notice to the Provider Relationship Manager, delegate such of his or her responsibilities, as the T-Mobile Relationship Manager deems appropriate. Master Services Agreement 50 [* * *] The confidential content of this Exhibit 10.1 has been omitted and filed separately with the Securities and Exchange Commission. Confidential treatment has been requested with respect to the omitted portions.
Service Delivery Management. 27.6.1 The Service Provider will allocate a Service Delivery Manager (the “SDM”) to the Client. The SDM will undertake the following activities: ▪ Will undertake a support process review. Service Provider’s support processes are reviewed with the Client and modified where reasonable to integrate with the Client’s internal proce- dures. The resulting procedures are documented within the Service Delivery Plan. ▪ Will act as prime point of escalation for the Client for operational matters relating to the support service defined in this SOW. ▪ Will produce a support Service Review report on a basis and circulate this to the designated Client contacts. The report will detail Incidents logged, resolved and open; together with key performance indicator information. Where applicable to this Agreement the report will also include utilisation reports on the usage of Call-Off Time and Capped Incidents. ▪ Xxxx attend up to a maximum of four Service Review meetings per annum with the desig- nated Client relationship manager. This meeting will consider the activities that have taken place in the previous period, areas for improvement, lessons learnt and planned activities for the next period.
Service Delivery Management. 8.1. Where stated within clause 3.6 of this SOW, Service Provider will allocate a Service Delivery Manager (“SDM”) to the Client. The SDM will undertake the following activities:
8.1.1. Will undertake a support process review. Service Provider’s support processes are reviewed with the Client and modified where reasonable to integrate with the Client’s internal procedures. The resulting procedures are documented within the Service Delivery Plan.
8.1.2. Will act as prime point of escalation for the Client for operational matters relating to the support service defined in this SOW.
8.1.3. Will produce a support Service Review report on a basis and circulate this to the designated Client contacts. The report will detail INCIDENTS logged, resolved and open; together with key performance indicator information. Where applicable to this AGREEMENT the report will also include utilisation reports on the usage of CALL-OFF TIME and CAPPED INCIDENTS.
8.1.4. Xxxx attend up to a maximum of Service Review meetings (xx) per annum with the designated Client relationship manager. This meeting will consider the activities that have taken place in the previous period, areas for improvement, lessons learnt and planned activities for the next period.
Service Delivery Management. FUNCTIONAL/OPERATIONAL EXPERTISE Understanding the basic principles of service delivery in functional areas--e.g., public safety, community and economic development, human and social services, administrative services, public works (requires knowledge of service areas and delivery options) OPERATIONAL PLANNING Anticipating future needs, organizing work operations, and establishing timetables for work units or projects (requires knowledge of technological advances and changing standards; skill in identifying and understanding trends; skill in predicting the impact of service delivery decisions) QUALITY ASSURANCE (Maintaining a consistently high level of quality in staff work, operational procedures, and service delivery (requires knowledge of organizational processes; ability to facilitate organizational improvements; ability to set performance/ productivity standards and objectives and measure results) CITIZEN SERVICE Determining citizen needs and providing responsive, equitable services to the community (requires skill in assessing community needs and allocating resources; knowledge of information gathering techniques)
Service Delivery Management. Service Delivery Management will provide the school with the management control to ensure all services are delivered to the school to an appropriate level of quality and within the service level targets agreed. There must be a nominated point of contact at the school to be the contact point for service management. We believe this will provide continuity between the service and management of on-going support. The Escalation Process is detailed in this SLA.
