Service Engagement Roles & Responsibilities

Service Engagement Roles & Responsibilities

We are dedicated to creating a positive outcome for our clients by providing rock-solid service with each service engagement.
The following article will outline the roles and responsibilities of clients (end-users of the software) and Microvellum team members.  

Duties of Client Team Members
Microvellum clients should be prepared to provide a sponsor, engagement resources, and technical staff.  These roles can be individuals or a single person depending on the size and scope of the engagement.

The Engagement Sponsor is a high-ranking individual within the client organization, responsible for ensuring the overall success of the engagement.  This person provides enterprise-wide authority and coordination, as well as the authority to remove organizational barriers that threaten the engagement. The Engagement Sponsor has the final say regarding the engagement and the responsibility to keep the appropriate managers and Steering Committee informed of changes in corporate strategy and direction that may impact the engagement.  Executive Engagement Sponsor responsibilities include the following: 
  1. Book a Demonstration
  2. Maintaining ultimate ownership of the engagement 
  3. Establishing and maintaining the milestone schedule and ensuring that all tasks are assigned 
  4. Maintaining consistent engagement files including the contract, engagement plan, memoranda, status reports, billing, issues logs, and other pertinent documentation.  Examples of these documents can be found HERE 
  5. Establishing a strategic course of action for the engagement 
  6. Leading the change effort 
  7. Ensuring that clear deliverables are established for the engagement 
  8. Approves all changes to services, schedule, and budget  
  9. Resolving issues with resource and schedule constraints, or scope changes 
  10. Communication liaison between executive management and Microvellum 
Client Engagement Lead/Resources are the operational experts for the business processes.  This person has the authority to make operational decisions, can recommend process improvements, and will become the application and or data expert. This kind of resource can provide both industry and technical expertise.   During the engagement, they work closely with the Microvellum service team and other engagement resources to learn and use the application.  Engagement Resource duties include: 
  1. Attending and participating in application training 
  2. Working with Microvellum service team members to set up the application and library data 
  3. Developing test plans and test scripts and executing testing 
  4. Acting as the point of contact for issues affecting the application area 
  5. Developing and maintaining procedures as required 
  6. Developing training materials and training end-users as required 
  7. Troubleshooting issues in pertinent application and data areas 
  8. Maintaining and updating test scripts as necessary 
  9. Responsibility for the ongoing management of the application and data 
Client Technical Support staff is responsible to know the current hardware, operating system, and database of the client system.  They are responsible for managing the data and application integrity during and after the engagement.  The client is responsible to manage and coordinate any third-party supplier (machine dealer, IT, etc.). They are responsible to assist in incorporating the new system into the production environment and maintaining the system including installation of updates, following testing procedures, and troubleshooting to support their end-users.  It is the responsibility of the client to maintain data backups.  Technical Support Staff duties include: 
  1. Provide technical solutions to hardware issues 
  2. Configure the test and production environments 
  3. Participate in the initial installation of the software 
  4. Establish and maintain printer connections 
  5. Establish and maintain security tables  
  6. Maintain and populate databases and provide test data for testing and training.   
  7. Create backup procedures and maintain backups 
  8. Act as primary lead for third-party involvement  
Duties of Microvellum Team Members 
Microvellum will provide an account manager and service resources.  Depending on the size and scope of the engagement these may be one or many individuals. 

Microvellum Account Managers are responsible for prescribing the services required to assist the client in the successful completion of the engagement.  This leader will work closely with the Client Sponsor and Functional Leads to communicate the timeline and expectations to the Microvellum Service Team used within the engagement.  Microvellum Account Manager responsibilities include: 
  1. Partners with the client to guide the successful engagement of the service team 
  2. Prescribing and adjusting the methodology to best meet the client’s vision, objective and timeline within the scope of the engagement 
  3. Maintaining engagement level authority for invoicing and communicating engagement budget 
  4. Coordinating communications with client sponsor and/or stakeholders 
  5. Ensuring realistic expectations are set with the client about the engagement 
  6. Providing all information, decisions, and approvals requested in a timely manner 
  7. Responsible for customer satisfaction and the overall relationship during and after the engagement 
Microvellum Service Providers are individuals who provide subject matter expertise, guidance, and facilitation skills in support of the software and data.  The Microvellum service provider will assist Client’s Team members with: 
  1. Identification of existing processes 
  2. Assessment of gaps or inconsistencies between existing processes and application-defined processes and escalate to service coordinator 
  3. Clarification of application capabilities, library, reports, machine connections, and workflow 
  4. Installation software and data with client 
  5. Training on application and library data/configurations with client 
  6. Providing services to develop the scope and/or configure CNC Machine Connections or reports 
  7. Providing services to develop the scope and/or software or data solutions 
  8. Training the client in performing data backups 
  9. Review of test plans and review of test output 
  10. Assisting clients in defining best practices and standard operating procedures 
Microvellum Service Coordinators are individuals who provide coordination of services to meet requested timelines.  The Service Coordinator will assist the Client’s Team members with: 
  1. Coordinating service activities and communications 
  2. Maintaining engagement level authority for Microvellum resource allocation and coordination 
  3. Maintaining and communicating service task timelines 
  4. Setup and monitoring of engagement planning boards and task accounting 
  5. Monitor that the methodology is meeting the client’s vision, objective, budget, and timeline within the scope of the engagement 
  6. Escalating observed risks, issues, or deviations of the methodology to the account manager or head of sales as necessary  

 
 



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