# 🧭 Service Request Manager In the **Kanban method**, a **Service Request Manager (SRM)** is responsible for understanding, managing, and prioritising incoming work requests for a service or team. Their primary role is to ensure that customer and stakeholder needs are effectively captured, clarified and queued for delivery. ## 🛠️ **Key Responsibilities of a Service Request Manager in Kanban** 1. **Work Intake & Prioritisation** - Manages the flow of requests from customers, stakeholders, or other teams. - Ensures work is well-defined before entering the Kanban system. - Helps prioritise work based on urgency, value, or predefined policies. 2. **Stakeholder Communication** - Acts as the interface between customers and the team. - Ensures alignment on expectations, scope, and delivery timelines. - Helps set and manage stakeholder expectations on service levels. 3. **Workflow Management & Policies** - Ensures that new requests follow agreed entry criteria (e.g., clear requirements). - Works with the team to optimise the flow of work through Kanban. - Helps enforce **WIP (Work In Progress) limits** to prevent overload. 4. **Service Level Agreements (SLAs) & Metrics** - Monitors lead time and cycle time to improve service efficiency. - Ensures work is completed within agreed SLAs or classes of service. - Uses **Kanban metrics** (e.g., throughput, ageing work-in-progress) to drive improvements. 5. **Collaboration with the Service Delivery Manager (SDM)** - While the **SRM focuses on incoming work**, the **SDM ensures smooth execution and delivery**. - Together, they help balance **demand (requests) and capability (delivery)**. ## 🧩 **How the SRM Fits into a Kanban System** - Works **upstream**, dealing with demand shaping and backlog refinement. - Bridges the gap between external stakeholders and internal teams. - Ensures work items flow smoothly into the **Kanban board**, reducing ambiguity and rework. ## 👤 **Who Typically Takes on the SRM Role?** - In some organisations, this role is formalised as a **Product Owner** or Business Analyst. - In others, it’s performed by a **team lead, account manager, or customer support liaison**. - In UK government organisations, it's performed (or deputised) by a service owner (Government Digital and Data Profession, 2025). ### **Service Request Manager (SRM) vs. Service Delivery Manager (SDM)** | Role | Focus | Key Activities | |------|--------|----------------| | **Service Request Manager (SRM)** | **Upstream – managing incoming work** | Intake, prioritization, stakeholder communication, backlog refinement | | **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 - Service Owner*. Available at: [https://ddat-capability-framework.service.gov.uk/role/service-owner](https://ddat-capability-framework.service.gov.uk/role/service-owner). (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]]