Steady State Governance

Roles and Responsibilities

Key customer roles and responsibilities:

Role	Steady State – Responsibility
Head – IT Service Management	To oversee the performance of the program Resolve any issues/risks escalated to the Executive Committee
IT Operations Manager	Performance monitoring via SLA / OLA at agreed frequencies Overall responsibility in Steady State to meet business priorities for the portfolio Sign-off on application deliverables in a steady state

Key Supplier roles and responsibilities

Role	Responsibility
Relationship Manager	Overall responsibility of Customer – BDB Relationship Participates in Executive Committee Meetings Owner of overall contractual and operational matters
Service Operations Manager	Overall BDB Maintenance Operations Accountability Participates in daily, monthly & ad-hoc meetings Primary Interface with Customer IT Operations Manager Responsible for day-to-day operations to deliver services Manages support planning, resource planning, and staffing Portfolio-level SLA Tracking and Reporting