Delivery Playbook · Governance
Escalation and risk
How problems move up quickly, and how risks are managed before they become problems.
- Team level: raise in the daily sync or with the Delivery Lead; resolve within the sprint where possible
- Engagement level: Delivery Lead escalates to the Engagement Manager when scope, timeline or quality is at risk
- Executive level: Engagement Manager involves the TechSoft executive sponsor and the customer sponsor for decisions that change scope, cost or risk
- Production incidents follow the severity and response terms agreed for the engagement
Managing risk
- 1
Identify
Anyone can raise a risk. Discover starts the register; retrospectives and refinement add to it.
- 2
Assess
Rate likelihood and impact; name an owner.
- 3
Respond
Avoid, reduce, transfer or accept the risk, and record the decision.
- 4
Review
The Delivery Lead reviews the register weekly; the Engagement Manager reviews it with the customer monthly.
Related
Working agreements
Decision rights (RACI)
Who is responsible, accountable, consulted and informed for each key activity.
Roles
Customer and leadership roles
Customer Sponsor / Product Owner, Engagement Manager and Delivery Lead.
Governance
Metrics and reporting
What we measure, how we report it, and how the numbers lead to decisions.