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Our process frameworks span from internal processes and structures right through to client delivery mechanisms, and they embrace all types of engagements. By refining best practices and incorporating experience from thousands of engagements, our process frameworks lead the industry in managing risk, building teams, reporting, communicating clearly, and most importantly, ensuring all success criteria are met.


Customer Relationship Management

To understand how we can best help our clients achieve enterprise-wide goals and objectives, we appoint Account Managers who build relationships and an understanding of our client’s operations, industry and business. Our Account Managers combine Account Management skills with their own personal delivery experience.

Service Delivery Management

Our Service Delivery Management framework builds delivery accountability into every engagement we undertake. It covers Test Management, Project Management, Requirements Management and Business Service Management.

To allocate clear responsibility for each of our clients’ programs and projects, we appoint a Client Delivery Manager (CDM). Each CDM is directly responsible to ensure all goals and objectives for every engagement are met.

By clearly defining who is responsible for what, we give each client two clear points of contact: an Account Manager and a Client Delivery Manager. Our CDMs are held to account by our state Service Delivery Managers (SDMs).

Practice and Competency Management

Our Practice and Competency Managers are responsible for developing our methodologies, tools and processes, and for managing practice-related training for staff. As thought leaders in their respective areas, they lead our knowledge management, and its development, in each of our practice areas and competencies.

Our Practice and Competency Managers are available to our Managed Services clients for limited, complimentary advice; this is especially valuable to organisations planning large initiatives.

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