PROFESSIONAL SERVICES TEAM CHARTER
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1 PROFESSIONAL SERVICES TEAM CHARTER Craig Allen Anita Belworthy Sue Donkersley Sarah Elliott Frank Prowse
2 Contents Common Goals... 3 Aim 1: Educational Training... 4 Aim 2: New projects... 5 Aim 3: Working as a Team... 6 Aim 4: Support SLA Delivery... 7 Operational Compass... 8 Operational Logistics:... 9 Roles and Responsibilities: Core Values Ground Rules: Potential Obstacles: Skills Matrix: Version Control Version /10/2015 2
3 Common Goals Our common goals are to work together to help team members grow and develop professionally to support the aims and objectives of Scomis in a respectful environment. Our focus will be to work in the four key areas, identified in our Aims. 3
4 Aim 1: Educational Training Provide a highly professional Training and Consultancy Service. Objectives: Explore a wide range of delivery options Updating skills matrix and course portfolio Commercial awareness Goals: New venues Training New Technology CPD/Investment Customer Insight: Aspirations: CRM improved booking systems Marketing improve communication systems Finance Strategy Administrative Support Bespoke Feedback Tools Milestones: Customer feedback/evaluation KPIs Quality Monitoring Standard Peer Review Budget Reviews/Trend Analysis 4
5 Aim 2: New projects Provide a highly professional bespoke project management service. Objectives: Deliver to a specification defined with the customer Ensure customer s expectations are consistently managed and reviewed (manage expectations) Goals: Communication internal/external Documentation Timescales Deliverables Evaluation/Customer Insight Aspirations: Resource Scheduling Software Project Management Tools Bespoke Feedback Tool Milestones: Case Studies Customer recommendations School contact with Service Desk 5
6 Aim 3: Working as a Team Fulfil traditional line management functions within self -directing team. Objective: Goals: Personnel management function within team (Leave, Sickness, Staff Wellbeing) Workflow Management into and out of team. Communication/attendance at other meetings re reports/projects Reports, executive summaries, KPIs etc. Effective workflow management and resources Clearly defined point of contact Conflict Management Complaints/Compliments Aspirations: Shared mailbox Autonomy Freedom to learn from our own mistakes Milestones: Defined processes (within DCC guidelines) Code of Conduct Fulfilment of Aims/Objectives Continued Service Improvement Trailblazers Continued Staff Insight 6
7 Aim 4: Support SLA Delivery Contribute to SLA delivery and support for other Scomis teams Objective: Provide daily PS cover for SLA Support Sales and Marketing Team Service Desk support and VDI images/beta-upgrade testing technical support Non-chargeable support visits User Groups, SUS, SWIMS, Project, Strategic, Operations Meetings Goals: Daily Support Rota Assistance to Service Desk for call closures Aspirations: Timesheet additional categories to improve quality of time recording and analysis Improved and definitive budget management and measurement Account for SLA time 1 FTE out of team of 4.4 FTE providing SLA covering Goals: Provide quality support for Service Desk Be a point of reference in key areas detailed in Key Skills Matrix Milestones: KPIs Statistical Analaysis Training Reports Feedback and Insight 7
8 Operational Compass N (AIM 2) New projects W (AIM 3) Working as a Team Professional Services E (Aim 1) Educational Training S (AIM 4) Support SLA Delivery 8
9 Operational Logistics: 1. Leave: Term Time- no more than 2 team members on leave School Holidays at least 1 team member available 2. PS Cover: 1 team member to be clearly identified daily 3. PS Operational Team Meeting: To be held fortnightly on Monday pm 4. Half Termly Team Meeting: 0.5 day meeting for team development 5. Sickness: Sickness reporting to PS Cover team member and follow through return to work process 6. Rota for Meetings Project, Operations meetings etc (Fixed Agenda Item) 7. Rota for Documentation: Preparation of documents eg Executive Training Summary 8. Team Development: Review of responsibilities and rotas 9. Fixed Agenda: Workflow, pressure points and new work 10. Ad-Hoc Meetings: Meetings to be called for a new work item, pressure points 11. Shared Mailbox: Monitoring of shared mailbox by PS 12. Conflict Resolution: External moderation if unresolved 13. Communication Log: To provide instant update for PS Team 14. Knowledge Transfer: Shadow/course attendance Shadowing consultancies 15. Motivation Top-ups: 9
10 Team building Team support 10
11 Roles and Responsibilities: Area of Responsibility Owner Deputy Training SE FP SIMS Projects CA SMD FMS Projects FP AB Personnel (HR) SMD AB Budget SE SMD Technical (images/upgrades) AB CA AOB PS Cover Core Values We share the following core values: Respect Shared Experience Honesty Diligence Punctuality Flexibility Curiosity Communication Ground Rules: We expect that team members will: Develop mutual trust and respect Support other team members Adhere to team charter Promote high standards of behaviour Take responsibility for each team member s areas and behaviour Foster wellbeing, safety and enjoyment Contribute to the group in discussions and work Co-operate fully with other teams within Scomis Present customers with fully professional image To attend Christmas lunch! 11
12 Potential Obstacles: There are several obstacles that may hinder our progress. However, understanding these obstacles and being proactive about the solutions will help to avoid potential conflicts. These potential conflicts include: Poor communication Personal commitments Unresolved conflicts Poorly defined roles Development Resource availability Skills Matrix: Skills and Responsibilities Matrix 12
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