Project / Programme Delivery and Service Delivery – Is There A Conflict?

(Shamelessly taken from a reply the DeliveryDemon provided to a question on LinkedIn)

Do you see a conflict?

The main interfaces with service delivery are:

  • When defining the scope of the project, acknowledge that there will be an impact on service delivery, and involve the stakeholders who can form a view of the impact and how it is likely to affect other priorities, and take decisions.
  • During the design / delivery / test stages of a project, identify and involve the service delivery stakeholders needed to provide input / carry out activities / test.
  •  As part of dependency management, identify dependencies / resource conflicts with other projects also impacting service delivery, establish a suitable level of communication with them.
  •  For transition to business as usual, allow for testing and business change within the service delivery function.

All of the above are down to planning and communication and should not be a significant source of conflict if well managed.

There is only ONE intrinsic and irresolvable conflict between programmes / projects and service delivery. Service delivery is there to deliver a service and that is their first priority. In the event of a serious incident, restoring the service has first priority.

In the event of a serious incident, all the programme / project manager can do is:

  • Keep tabs on the incident resolution without hassling those at the sharp end.
  • Make use where possible of resource not involved in the incident, provided their workload has not increased to cover colleagues dealing with the incident.
  • Carry out an impact analysis, work on a contingency plan and implement it.
  • Keep the project / programme stakeholders informed.
  • Escalate only in the event that it is likely senior management will give the project priority over the service.
  • Keep the morale of the team up when they can’t make progress.
  • When the pressure lifts, get in there with the key stakeholders to ensure that the programme / project gets appropriate priority as the pressure comes off.
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One Response to Project / Programme Delivery and Service Delivery – Is There A Conflict?

  1. Unfortunately some Project Managers are unaware of ‘service’ and believe the objective is to deliver the project as originally documented. I was amazed when I heard a PM say this about his £2m project: ‘I delivered what you asked for’ when it failed to give acceptable service.

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