4.  SERVICE DELIVERY TEAMS

4.1.  Membership - The membership of the Service Delivery Teams shall be three members undertaking the roles of programme executive, senior user and senior supplier.  The Authority shall nominate the programme executive and senior user; the Service Provider shall nominate the senior supplier.  Each member shall notify an alternative member who may take his place in his absence.  The alternative member may not nominate a substitute for himself.  Each Service Delivery Team shall receive advice and reports from additional representatives as required according to the agenda for each meeting, but shall meet in private for all or part of the meeting at the request of any one of the three members.

4.2.  Function - The Service Delivery Teams are responsible to the Partnership Operations Board for the overall direction and management of the Project and has responsibility and authority for their particular service area within the remit set by the Partnership Operations Board which includes in relation to their Service Area:

4.2.1.  Managing the transition and implementation of the service area;

4.2.2.  Ensuring that each stage or phase of the Project is progressing according to plan;

4.2.3.  Ensuring that the parties are kept informed of external events that may affect the Project

4.2.4.  Making decisions within its terms of reference;

4.2.5.  Keeping programme managers and other interested parties informed about Project progress.

4.2.6.  (Subject to Clauses 21 (Information and Confidentiality) and 59 (Public Relations and Publicity)) acting as the Project's 'voice' to the outside world and be responsible for any publicity or other dissemination of information about the Project;

4.2.7.  Approving project documentation, e.g. the PID, the stage plan;

4.2.8.  Reviewing the relevant Contract Manager's or Partnership Manager's project reports, including: key milestones met last month, key milestones due next month and RAG status, red risks, top level Issues and key dependencies;

;

4.2.9.  Prioritising business process re-engineering effort and resources with respect to the Services;

4.2.10.  Ensuring the successful and efficient operation of the Services;

4.2.11.  Reviewing the Service Provider's performance in the provision of the Services;

4.2.12.  Reviewing the Authority's compliance with its obligations under the Agreement;

4.2.13.  Reviewing the Services carried out by the Service Provider during the Contract Period and considering service delivery and performance through a service management report which will include as a minimum: [insert details]

4.3.  Role - It is the responsibility of the Service Delivery Teams to satisfy themselves that progress is being made in accordance with this Agreement and that the Services are being carried out  in accordance with the Output Specification.  The Service Delivery Teams may react to any problems that are reported as it deems necessary.  Suppliers and business users may use the Service Delivery Teams forum to highlight any concerns that they may have with the Project's delivery, dependencies and progress.

4.4.  The Service Delivery Teams shall give the Contract Manager and the Partnership Manager the freedom to manage the delivery of the Project within the constraints set by the Agreement.

4.5.  Practices and procedures - The Project shall be managed in accordance with [Prince 2 principles].  In the event that the project management/Prince 2 approach proves unsuited to overseeing operation of the Services, the [programme executive] will recommend revised terms of reference to the Partnership Operations Board.

4.6.  Recommendations - Where there is clear disagreement within the Service Delivery Teams, the programme executive at his discretion shall refer the disputed issue to the Partnership Operations Board and, if necessary, request a special meeting.

4.7.  Frequency of meetings - The Service Delivery Teams shall meet fortnightly and more frequently as requested by Service Delivery Teams members, the Contract Manager and the Partnership Manager.

4.8.  Attendance at meetings - Meetings of the Service Delivery Teams shall involve the three members or their alternatives.

4.9.  Minutes - A note of, or action sheet for, all meetings of the Service Delivery Teams shall be prepared.