Customer roles for email communication

The following 6 key roles are identified for each client:

  • Business Admin: the day-to-day contact person from the business team, who gives us detailed requirements, does the UAT and is the first port-of-call for system functionality. Reports to the Business SPOC
  • Business SPOC: Usually the manager of the Business Admin, a mid-level manager with more authority than the Business Admin. Will usually be present in steerco discussions and handling escalations. Usually reports to the Business Sponsor.
  • Business Sponsor: is an executive-level representative of the business team. Has ultimate authority on system feature, functionality, usage, expansion. Is the highest level contact from Business
  • IT Admin: the day-to-day contact person from the IT team, who interfaces with the business team, does technical UAT and is the first port-of-call for any technical interfacing (SFTP, security, user admin etc)
  • IT SPOC: Usually the manager of the IT Admin, a mid-level manager with more authority than the IT Admin. Will usually be present in steerco discussions and handling escalations. Usually reports to the IT Sponsor.
  • IT Sponsor: is an executive-level representative from the IT team. Has ultimate say on system stability, security & integration. Is the highest-level contact from IT.

Note that the hierarchy is Admin -> SPOC -> Sponsor

Each role can be assigned to multiple users and it is not mandatory to have all 6 roles configured for each client – though this is recommended.