Service Delivery Design
Build the operating model that carries a signed deal to a healthy customer.
Handoff criteria, onboarding that fits the customer, and governance that keeps capacity in step with sales.
Start a conversationMake the handoff a process, not a hope
Designing, or formalizing, the operating model that carries a signed deal through to a healthy, adopted customer, and keeps it there as volume grows.
It is built with your team, not handed to them, so the people who run it own it from day one.
What gets designed
- Handoff criteria across Sales, Implementation and Customer Success
- Onboarding right-sized to customer complexity, in tiers
- Governance that keeps delivery capacity aligned with sales growth
- For support and service teams: tiering and escalation, service levels, ticket prioritization and knowledge base structure
What you take away
A model on paper and in practice.
Handoff criteria
What “ready” means at each step, and who signs off.
A tiered onboarding model
Light touch for simple customers, deeper for complex ones.
A governance cadence
The reviews that keep capacity and commitments honest.
Typical timing: 6 to 8 weeks.
Often follows a Customer Success Audit, but it can start on its own when you already know where the seams are.
Best fit: organizations scaling from startup to mid-market to enterprise, or absorbing a merger, where Sales, Implementation and Customer Success each work well and the customer still falls between them.
One shared model, accountable at every handoff
The model follows the customer, not the org chart.
One shared model, accountable at every handoff.
Start with a 30-minute conversation.
Bring one handoff that worries you. We will map how it works today and what a right-sized first engagement could look like.
Book a consultation