# 🧭 Service Delivery Manager In **Kanban**, the **Service Delivery Manager (SDM)** is responsible for ensuring that work flows smoothly through the system, from commitment to completion. They focus on **optimising flow, removing blockers, and improving service delivery**. ## 🛠️ **Key Responsibilities of a Service Delivery Manager in Kanban** 1. **Workflow & Process Management** - Ensures work progresses efficiently through the Kanban system. - Monitors **Work In Progress (WIP) limits** to prevent bottlenecks. - Facilitates **pull-based flow** (i.e., work is pulled when capacity allows). 2. **Delivery Performance & Metrics** - Tracks key Kanban metrics such as: - **Lead time** (time from request to completion) - **Cycle time** (time from when work starts to completion) - **Throughput** (number of completed items over time) - Uses data to identify inefficiencies and improve flow. 3. **Risk & Blocker Management** - Identifies **bottlenecks, blockers, and impediments**. - Works with the team to **unblock stalled work items**. - Ensures priority work is not unnecessarily delayed. 4. **Collaboration & Continuous Improvement** - Works with the **Service Request Manager (SRM)** to balance demand and capacity. - Facilitates **regular team cadences**, such as: - Daily Kanban meetings (to discuss flow and blockers). - Service delivery reviews (to assess performance and identify improvements). - Encourages **Kaizen (continuous improvement)** by analyzing flow and implementing process changes. 5. **Service Level Agreements (SLAs) & Commitments** - Ensures the team meets agreed SLAs for delivery. - Helps define **Classes of Service** (e.g., standard, expedited, fixed-date work). - Communicates risks and delivery expectations to stakeholders. ## 🧩 **How the SDM Fits into a Kanban System** - Works **downstream**, ensuring smooth execution and delivery. - Supports **flow efficiency** rather than assigning work or micromanaging. - Enables a **predictable system** by reducing variability and ensuring team capacity is optimised. ## 👤 **Who Typically Takes on the SDM Role?** - In some teams, this role is formalised as a **Scrum Master, Flow Manager, or Delivery Lead**. - In other organisations, it’s part of the **Project Manager, Agile Coach, or Team Lead** role. - In UK government organisations, it's performed by a delivery manager (Government Digital and Data Profession, 2025). ## 🤝 **Service Request Manager (SRM) vs. Service Delivery Manager (SDM)** | Role | Focus | Key Activities | | ----------------------------------------------------------------------- | --------------------------------------------- | ----------------------------------------------------------------------------- | | **[[Role - Service Request Manager\|Service Request Manager (SRM)]]** | **Upstream – managing incoming work** | Intake, prioritization, stakeholder communication, backlog refinement | | **[[Role - Service Delivery Manager\|Service Delivery Manager (SDM)]]** | **Downstream – managing workflow & delivery** | Flow optimization, risk management, process improvement, performance tracking | # References - Government Digital and Data Profession (2025). *DDaT Capability Framework - Delivery Manager*. Available at: [https://ddat-capability-framework.service.gov.uk/role/delivery-manager](https://ddat-capability-framework.service.gov.uk/role/delivery-manager). (Accessed 17 March 2025). - Nokkov, A. (2019). _Kanban Roles and Responsibilities Explained in Full_. BusinessMap - Kanban Software for Agile Project Management. Available at: [https://businessmap.io/blog/kanban-roles](https://businessmap.io/blog/kanban-roles) (Accessed 17 March 2025). - Radzikowska, A. (2021). _Emerging Roles in Kanban_. David J. Anderson School of Management. Available at: [https://djaa.com/revisiting-emerging-roles-in-kanban/](https://djaa.com/revisiting-emerging-roles-in-kanban/) (Accessed 17 March 2025) # ❓ Questions? ![[includes-calltoaction-plain]] ![[includes-hranchor-daringway]]