PROFESSIONAL SERVICES TEAM CHARTER

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PROFESSIONAL SERVICES TEAM CHARTER

Craig Allen

Anita Belworthy

Sue Donkersley

Sarah Elliott

Frank Prowse

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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.

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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

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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

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Aim 3: Working as a Team Fulfil traditional line management functions within self -directing team. Objective:

 Personnel management function within team (Leave, Sickness, Staff Wellbeing)  Workflow Management into and out of team.

 Communication/attendance at other meetings re reports/projects Goals:

 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

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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

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Operational Compass

Professional

Services

N

(AIM 2)

New projects

E

(Aim 1)

Educational

Training

S

(AIM 4)

Support SLA

Delivery

W

(AIM 3)

Working as a

Team

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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:

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10 Team building

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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!

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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:

PROFESSIONAL SERVICES TEAM CHARTER