Delivery Playbook · Roles
Customer and leadership roles
Customer Sponsor / Product Owner, Engagement Manager and Delivery Lead.
These roles set direction, protect the relationship and keep the team predictable. The Customer Sponsor is the person on the customer side who can decide and who is accountable for the business outcome.
Customer Sponsor / Product Owner
CustomerOwns the business outcome, priorities and acceptance.
Owns
- Business goals and success measures
- Backlog priority and scope trade-offs
- Acceptance of delivered increments
- Access to users, data and systems
Day to day
- Joins planning, review and steering meetings
- Answers questions within the agreed response time
- Nominates technical and business contacts
Use of AI: Agrees which AI tools may be used on their code and data, and under what conditions.
Works with: Receives demos, reports and release notes; approves releases.
Engagement Manager
TechSoftOwns the commercial relationship, the engagement health and the customer's trust.
Owns
- Engagement scope, terms and change control
- Customer communication and steering committee
- Staffing, escalation and risk register
- Delivery health reporting
Day to day
- Runs kickoff and monthly steering reviews
- Resolves cross-team blockers and escalations
- Keeps scope, budget and expectations aligned
- Collects customer feedback and acts on it
Use of AI: Ensures the agreed AI-use policy is followed and visible to the customer.
Works with: Works with Delivery Lead daily; escalates to the TechSoft executive sponsor.
Delivery Lead / Scrum Master
TechSoftKeeps the team predictable: the plan, the flow of work, the risks and the rhythm.
Owns
- Sprint and release plan
- Flow metrics and delivery forecast
- Impediment removal
- Team working agreements
Day to day
- Facilitates planning, daily sync, review and retrospective
- Tracks risks, dependencies and decisions
- Publishes weekly status
- Keeps the board and definitions of ready and done honest
Use of AI: Tracks the effect of AI assistance on throughput and quality, and shares what works.
Works with: Reports to the Engagement Manager; coordinates all delivery roles.
Where they are involved
| Discover | Design | Build | Verify | Operate | |
|---|---|---|---|---|---|
| Customer Sponsor | ••• | •• | • | •• | •• |
| Engagement Manager | ••• | • | • | • | ••• |
| Delivery Lead | • | •• | ••• | •• | •• |
Related
Working agreements
Cadence and meetings
The rhythm of an engagement: what happens daily, weekly, per sprint and monthly.
Governance
Escalation and risk
How problems move up quickly, and how risks are managed before they become problems.
Governance
Metrics and reporting
What we measure, how we report it, and how the numbers lead to decisions.