TA Delivery Process & SLAs

TA Delivery Process & SLAs

TA Delivery Process & SLAs

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Help!

If your client has an unusual project, huge budget, something you’ve never worked on before and you’re not sure how/if it’s ready to brief into the business

  • Speak to Aisling Hollowood, Kirstie Houlton, and/or the functional Head

Delivery Project Support

  1. Complete the Delivery Request Form as soon as you know you’ll need a PM to scope your project
  2. A Project Manager (PM) will be assigned to the job
  3. A briefing call will be arranged by the PM
  4. Scoping commences
  5. Pricing on client rate card using the pricing tool
    1. Margin is green, discount approval – Client CRD
    2. Margin is amber, discount approval – Kirstie Houlton or Vanessa Collins
    3. Margin is red, discount approval – Jon Porter or Andrew Wilkinson

Speculative work

If a client wants some example costs, there are sales decks and detailed pricing sheets saved by TA functional area that can be used to support or guide those initial client conversations:

U:\Delivery Team\Team Documentation\Talent Advisory Initiative

SLAs

Project Management

  • PM Resource Allocation – We aim to respond with any clarifications in 1 working day and assign PM resource. (If you have an urgent piece of work that can’t comply with the above timings please call the Delivery Director, Aisling Hollowood)
  • Project Proposal – please allow 5-7 days (on receipt of full brief)
  • DL-Ops Approval on Scope – Quotes over 5k, please allow 48 hours

Creative

  • Copy Only – up to 48 hours (on receipt of brief). If large volume, 10+, ask for extension
  • Creative Brief –
    • The written briefing form is required 48 hours ahead of each section of resource starting, otherwise resource cancelled (if creative doing campaign insight, include in proposition section)
    • Briefing calls for creative projects needs to occur at 9am on the day of the work starting to maximise time OR the day prior in the afternoon if resource allows.

Traffic

  • All bookings to [email protected] and [email protected] should follow the resource template, traffic has minimal background and needs key information upfront: U:\Delivery Team\Guides & Processes\Functions\Creation Traffic\Guides & Processes
  • Simple bookings should be resourced with confirmed start date within 24 hours of request
  • Larger bookings should be resourced with confirmed start date 72 hours of request

Tech

  • Campaign Destination page – up to 48 hours (on receipt of full content)
  • Standard website hosting support – Monday – Friday, 9am – 5.30pm
  • Deployments / Go Lives – Monday – Thursday (not Friday due to risk)

Media

If there are client SLAs in place which don’t comply with the below, put the details on the form and speak to Aisling Hollowood and/or Dave Brooks before agreeing timescales with the client.

Raise Job Number for Media or Non-Delivery Team Form

  • >15k+ Media team schedules – Duration: 3-5 working days (International briefs take longer, please discuss before putting a briefing form in if it’s international.)
  • <15k Single Media – 48 hours
  • Integrated Out Of Home (OOH) solutions – 10 days from brief
  • Search team only schedules – 3-5 working days (International takes longer, please discuss)
  • CM site (online site or ATS) tagging – TBC on client (As soon as you know there’s a new a online page that needs tagged email the Campaign Manager)
  • CM campaign tagging – 5 working days (from CM Sheet and signed off creative assets)
  • Search platform integration – TBC, it depends on the platform, for example, LinkedIn company integration can take months. (include Search team in client conversation)
  • MI Dashboards – Allow for a full week of media and/or search to run so Yem and team can give a full picture.

Briefing

For key briefing forms for the Delivery Team, Media, Creative, Tech products and Insight please find on: https://therepository.tmpw.co.uk/

Once in delivery, feedback should be collated and delivered back in a consolidated document and shared with the function in a written format, and verbally on a call when appropriate.

Good Practice

  • Involve your creative guardian, key SMEs in the briefing, check ins and presentations
  • Involve functions (EBI, Tech, SMEs) in reviews if involved prior or afterwards (accessibility!)
  • Proof all assets alongside PM to scope
  • Save all assets with versioning, approval emails, key information etc in the campaign folder on the U drive so that handovers are smoother for holidays etc and all pertinent information is in a central place not inboxes
  • Collate feedback from multiple sources and clarify with the client any contradictory pieces before briefing into the functions
  • If you are unsure in any situation of the best course of action please use the daily call mechanism now in place or contact Aisling, Kirstie or the function head
  • Pipeline, CS put opportunities on the pipeline, spread your revenue over avg months it will take to deliver the work and account for any in costs in GP column. In delivery, PM will be responsible for updating the exact figures as per the billings tracker and mark invoiced
  • Crib sheets by function saved: U:\Delivery Team\Guides & Processes\Functions
  • Finance policies: U:\TMP\TMP Forms\Finance