A named Service Delivery Manager ensures governance, service quality, and continual improvement.
Espria services are designed around structured standards but can be configured to suit each client’s operational context. Response targets, governance cadence, reporting depth and integration methods may all be tailored to reflect industry requirements, geographic coverage or internal IT maturity, ensuring consistent quality while enabling bespoke outcomes.
Inclusions
- Monthly/quarterly service reviews
- SLA tracking and performance reporting
- Risk and issue escalation management
- Continual Service Improvement Plan (CSIP) ownership
Exclusions
- Day-to-day ticket handling
- Project management (handled separately)
Prerequisites
- Must be combined with at least one managed service
SLA Targets
- Governance queries acknowledged within 1 business day
- SLA adherence tracked against each managed service
Reporting & Dashboards
- Power BI dashboard workspace
- Board-ready summaries for execs
- CSIP reporting
Licensing & Dependencies
None beyond core managed services
Optional Add-ons
- Virtual CTO advisory sessions
- Executive workshops and strategic planning