3 OPERATIONS FRAMEWORK: DELIVERY MODEL.........................................................................
3.1 Site Management function.....................................................................................................................
Site management is an off-site function that is accountable for managing overall activities pertaining to the
site. This includes financial planning, service level management, performance monitoring and incident
management for the site, and more.
3.1.1 Key roles for the Site Management function............................................................................................
Several roles exist and these may have different titles, but three main roles should be identified and
assigned to ensure a resilient site management function.
Primary Site Manager is appointed as the main contact for the customer and the primary source
for understanding the contract scope and management of the sites.
Contract Manager is supporting in improving the financials and service quality of the contracted
deliveries. This includes validating change request consequences and collaborating with the
customer on Tactical level.
Delivery support is provided by other expertise required to fulfill the service level obligations,
whether it is the 24/7 manned Service Desk or management advice provided by an external
supplier of Advisory Services or other specialized services.