Task: Define Terms Of Reference

Terms Of Reference are internal "contracts" that document the scope of work, activities, deliverables and other conditions by which the role holder accepts responsibility for successful delivery of service. The approval and sign-off on the Terms Of Reference are a record that the role holder has accepted responsibility for the service, and the service has formally started.

Using the Service Engagement Model design, service measures and the process design, the Engagement Manager develops Terms Of Reference for key roles and functions.

Key roles and functions may include:

Engagement Director
Engagement Executive
Engagement Manager (Services)
Delivery Manager
Back Office Manager
Support Team Leader
Front Office function
Back Office function
Delivery Team Leader
Process Manager per process stream (Business Services)
Process Lead per process stream (Business Services)
Finance Specialist per process stream (Business Services).

The document details a role/function and clearly defines what is expected, how it should be done and how it is measured through reference to the outputs from the preceding activities.