What Does An IT Delivery Manager Do?

WHAT DOES AN IT DELIVERY MANAGER DO?

Published: Oct 31, 2025 - The Information Technology (IT) Delivery Manager builds strong relationships with Carrier Clients and stakeholders to ensure alignment on project scope, objectives, and benefits. This role involves overseeing multiple projects, guiding Project Managers, and facilitating issue resolution, resource prioritization, and consistent executive reporting. The manager also mentors project teams, supports staffing and performance management, and ensures timely, budget-compliant delivery across the portfolio.

A Review of Professional Skills and Functions for IT Delivery Manager

1. IT Delivery Manager Functions

DevOps Leadership: Lead GCC organization transformation into DevOps.
Test Data Management: Construct, own, and maintain E2E GCC Integrated Test Data/Environment Strategy.
Release Scheduling: Construct, own, and maintain E2E GCC Release Schedule.
Release Optimization: Lead activities to move to more frequent releases (currently only monthly).
Time-to-Market Reduction: Lead activities to decrease time to market.
Code Quality Monitoring: Monitor and report on code quality via tools such as SonarQube.
Release Planning: Lead GCC Release Planning to deliver the vision.
Agile Coordination: Lead GCC Program Increment (PI) planning with the support of an Agile Lead and a Release Engineer.
Project Alignment: Work with the project manager/team to align on the release timeline.
Repository Migration: Lead migration of code repositories used in GCC into a single SCM tool, i.e., GitHub.

2. IT Delivery Manager Duties and Roles

Stakeholder Communication: Contact for stakeholders working with the Web Development team.
Team Support: Support the development team, along with the Team Lead, to ensure understanding, maintain project momentum, and achieve end goals.
Strategic Expertise: Provide expertise to shape and communicate strategies and drive the team’s roadmap forward.
Jira Management: Create and manage projects and workflows in Jira using a Kanban approach, following department workflow practices.
Project Preparation: Ensure projects are prepared according to current business priorities and timelines while managing the team’s capacity for new projects.
Requirements Analysis: Work with key stakeholders to identify project requirements and communicate them clearly to others.
Agile Delivery: Deliver change in an agile manner by working with the development team to break down requirements into deliverable chunks and support continuous release practices.
Project Execution: Deliver complex projects by planning at both high and detailed levels to ensure successful execution.
Risk Management: Identify and communicate risks, issues, dependencies, and blockers effectively.
Cross-Functional Management: Manage cross-functional team projects where the web team is the primary stakeholder.
Third-Party Coordination: Manage relationships with third parties and adapt the team’s work to a Waterfall model when necessary.
Team Relationship Building: Gain credibility and trust with the development team and stakeholders, strengthening inter-team relationships.
Testing Oversight: Responsible for end-to-end testing.
Process Documentation: Document new processes on the company Wiki.
User Training: Responsible for delivering end-user training.

3. IT Delivery Manager Roles and Responsibilities

Operational Leadership: Lead operations that support the organization's short- and long-term goals and strategies.
Scrum Implementation: Drive Scrum method adoption to support successful product development delivery.
Impediment Resolution: Identify and remove impediments or conflicts that interfere with the team’s ability to deliver sprint goals.
Stakeholder Engagement: Engage with key stakeholders to drive development and completion of projects in alignment with business strategy, group policies, and regulatory requirements.
Agile Coaching: Coach and mentor team members on agile standards and best practices.
Process Consistency: Ensure consistent best practices across all work streams.
Policy Management: Manage the development and implementation of general operating policies, processes, and procedures for the organization, and lead key projects.
Continuous Improvement: Apply best practices and knowledge of internal and external business issues to enhance products, services, or processes.

4. IT Delivery Manager Duties

Project Delivery Management: Manage project deliverables, which include building solution teams and being responsible for the delivery of the solution as per the agreed plan.
Transition Management: Ensure transition-to-support activities are completed before a project is closed.
Service Documentation: Translate the operational needs of services into written Service Agreements and Service Catalogues following the Group standard.
Service Operations: Responsible for the smooth running of day-to-day service operations as per SLA, as well as maintaining the service lifecycle as per the target operating environment.
Vendor Collaboration: Partner with the Vendor Management Office with a focus on delivering projects and services via strategic suppliers for both T&M and Managed Services contracts.
Service Scope Management: Responsible for service scope setup, providing input for work estimation and cost model, participating in supplier selection as well as being involved with the resource selection process.
Performance Management: Drive service performance by closely working with suppliers and other IT Partners using global standard KPIs.
Service Reporting: Participate in service status meetings, reviewing service operational reports and scorecards, and producing management reports to the leadership team and business stakeholders.

5. IT Delivery Manager Responsibilities

Partner Relationship Management: Responsible for building, maintaining, and managing relations with business partners, and addressing requirements, escalations, or improvement needs related to respective services, consulting, proposing solutions, and taking accountability for their delivery.
Financial Process Adoption: Adopt Roche's global financial management processes and tools for respective portfolios.
Cost Transparency: Ensure monthly demand and supply figures are accurate and maintain cost transparency with relevant budget owners.
Cost Optimization: Initiate and drive cost optimization efforts to provide cost savings or avoidance for the company.
Escalation Management: Manage escalations by working with the right parties to resolve problems, lead service improvement plans, or task forces.
Timely Communication: Ensure clear communication so that escalation responses are completed in a timely manner.
Knowledge Management: Ensure knowledge management activities are set up and maintained, with additional focus on retaining critical knowledge within the organization.
Innovation Support: Support innovation in processes and technologies, and identify opportunities to reuse existing solutions.

6. IT Delivery Manager Details

Staff Management: Assist with the management of staff across multiple teams, including recruitment, supervision, scheduling, work prioritization, driving productivity, development, career planning, motivation, evaluation, and disciplinary actions.
Operational Planning: Work with corporate management teams to provide operational planning, including establishing goals, fostering innovation, planning projects, and organizing and negotiating the allocation of resources.
Corporate Communication: Drive communication with various Corporate Management to ensure alignment of day-to-day and long-term directions.
Vendor Evaluation: Evaluate, negotiate, and recommend external consultants, contractors, and vendors based on project needs using various methodologies for local technology, business, or facility projects.
Technical Knowledge Maintenance: Maintain currency of knowledge with respect to relevant technology, equipment, standards, best practices, and/or systems.
Performance Improvement: Direct the staff to benchmark, analyze, report on, and make recommendations for the continuous improvement and growth of their respective teams and systems.
Business Collaboration: Work closely with business managers to select, plan, and implement solutions to business requirements.
Issue Escalation: Prioritize and escalate problems to the appropriate management and vendors.
Standards Implementation: Lead the implementation of company and technology standards, policies, and procedures, including those for disaster recovery and service provisioning.
Monitoring Oversight: Ensure the monitoring of global websites, applications, and infrastructure and facilitate timely communication and escalation.
General Duties: Perform miscellaneous job-related duties.
Policy Compliance: Comply with all company and IS Department Policies and Procedures.

7. Senior IT Delivery Manager Key Accountabilities

Knowledge Contribution: Contribute to DMO, case studies, and best practices from real engagements.
Capability Management: Ensure location health in capacity and capability to maintain company needs and foster a culture of technical and delivery excellence at multiple levels.
Technical Leadership: Responsible for setting the technical path and making it a reality.
Delivery Support: Assist in delivery, staffing, and participate in overall GDO Practices alignment in each location.
Practice Supervision: Act as a practice delivery supervisor for in-scope practice projects.
Pre-Sales Consulting: Take part in pre-sales, review and consulting on responses to RFPs, scope, solutions (technology, accelerators, 3rd party, integration), estimates (efforts, timeline), and resource planning.
Talent Identification: Help with finding the right people for pre-sale conducting from Practice (SA, SME, BA, DM, QA).
Key Staffing: Help with staffing (focus on key staff only), staffing new projects with key staff, and re-staffing (succession planning) for key staff on existing projects.
Transition Supervision: Supervise transition from pre-sale to the development team (solution including all technology-related aspects, estimates, resource planning, assumptions, constraints, risks).
Solution Design: Help with the design of the right solution using technology (accelerators, integration with 3rd party components) if not yet defined at the pre-sales stage.
Critical Staffing: Help with staffing of crucial staff (DM, SA, QA/BA/Dev Leads).

8. Senior IT Delivery Manager General Responsibilities

Project Planning: Help with master project plan development and thus with the establishment of SDLC (processes, project delivery environment/infrastructure, tools, as for project management as well as for proper engineering, CI/CD, dev tools, etc.).
Delivery Assurance: Perform continuous Delivery Assurance, the goal of activities, and green status on projects under supervision.
Project Review: Review projects' delivery statuses of projects under their supervision regularly (weekly using DHM).
DM Communication: Review offline or online with DMs of similar projects that have a PDSvDMs communication channel.
Resource Management: Work with Geo Locations RMs to hire staff (focus on Key personnel) to develop practice in locations.
Project Assessment: Perform regular project assessment (depends on different project types, timeline, maturity, etc., but the general recommendation is to do an in-depth project assessment quarterly).
Issue Management: Proactively react to changes in the project's status, help with Amber status overcoming, a project in red status, and close supervision/handling (up to hands-on involvement, though better not, really).
Training Collaboration: Collaborate with CDP (can be via Geolocation RMS) on the development of necessary training for personnel.
Accelerator Development: Collaborate with corresponding CCs on the development of accelerators, suggesting demand for SA and thus impacts on the growth of SA as well as in knowledge.

9. IT Site Services Delivery Manager Responsibilities and Key Tasks

IT Operations Management: Manage operational duties associated with all site-based IT capabilities and services for assigned geographical site responsibilities.
Stakeholder Relations: Maintain a close relationship with IT partners, key site contacts, and suppliers.
Service Effectiveness: Ensure the effective operation of IT capabilities and services at a site.
Site Support Oversight: Accountable for site support at assigned sites, performed by augmented or service partner staff.
Incident Management: Manage the lifecycle of all incidents at a site with the primary objective of returning IT services to users as quickly as possible.
Performance Monitoring: Manage Service Level Agreement (SLA) and Key Performance Indicators (KPI).
Work Coordination: Coordinate IT work estimates and provide oversight.
Financial Management: Contribute to financial management and budgeting for IT work.

10. IT Delivery Manager Roles and Details

Project Coordination: Coordinate with IT Teams and PMO to drive end-to-end execution and delivery of projects and strategic initiatives to deliver planned business value.
Risk Management: Track progress, identify and resolve dependencies, mitigate risks, and communicate status to upper management and key stakeholders.
Project Frameworks: Apply relevant project standards to build project management frameworks for all assigned projects.
Execution Consistency: Ensure that projects are organized and executed in a consistent manner.
Task Management: Work with IT managers to ensure the timely completion of tasks in line with project objectives.
PMO Collaboration: Coordinate with PMO on project plans, estimates, release dates, and new initiatives.
Change Management: Develop, refine, and implement Change Management controls that support the transition towards DevOps and CI/CD automation.
Process Ownership: Provide process ownership through design, implementation, and continuous improvement activities pertaining to Change Management.
Change Control: Establish standard procedures for managing change requests and monitor organizational adherence to stated processes to minimize the risk and impact of changes.
Compliance Collaboration: Collaborate with the internal audit team, ensuring that Change Management processes adhere to compliance regulations.
Agile Documentation: Document and maintain Agile practices and be accountable for adhering to documented practices.

11. IT Delivery Manager Key Accountabilities

Servant Leadership: Embrace a servant-leader role across Scrum teams and support them by proactively identifying and resolving impediments, both internal and external to the team.
Agile Tool Management: Manage the enterprise agile planning tool and oversee all tool enhancements required to accommodate process and reporting changes.
Systems Analysis: Participate in and document systems analysis for integrations between Service Management technologies, e.g., ServiceNow, JIRA, and SharePoint.
Process Optimization: Collaborate with IT Functional Managers to proactively identify, implement, continuously improve, and optimize processes and best practices within each functional area.
Performance Measurement: Contribute to the establishment of key performance indicators and service quality measures across all IT teams.
Service Culture: Help enable an IT service culture, promoting service improvements (through ITIL Continuous Improvement Process) on an ongoing basis.
Quality Improvement: Continually improve quality and customer satisfaction with IT services.
Strategic Support: Assist IT leadership by conducting feedback loops to support strategic planning and continuous improvements.
Vendor Management: Support the vendor selection and management process and assist with vendor administration.

12. Senior IT Delivery Manager Additional Details

Technology Delivery: Deliver technology initiatives aligned with corporate strategies.
Quality Assurance: Deliver work efforts with high quality and high customer satisfaction.
Product Delivery: Responsible for the delivery of product features or project releases using the applicable delivery methodologies.
Portfolio Management: Manage portfolios to bring visibility to the roadmap and progress of key priorities.
Cross-Product Integration: Responsible for cross-product integration across teams.
Risk Mitigation: Proactively plan to mitigate risks, issues, and constraints, and enable visibility to inter-dependencies.
Stakeholder Communication: Effectively communicate and continually manage expectations with team members and stakeholders.
Agile Coaching: Coach product teams on the processes and tools within the agile framework, leveraging industry-leading practices.
Agile Leadership: Lead with an agile mindset, focusing on the Minimum Viable Product (MVP) and iterative approach.
Customer Satisfaction: Deliver work efforts with high quality and high customer satisfaction.
Process Coaching: Coach product teams on the processes and tools within the agile framework, leveraging industry-leading practices.

13. IT Delivery Manager Tasks

Team Leadership: Responsible for the line management of six to eight Project Managers.
Performance Management: Responsible for onboarding and performance management.
Project Quality Support: Support the PMO and Project Managers to ensure project deliverables are of quality.
Stakeholder Engagement: Establish and maintain strong relationships with stakeholders at every level across the business units in the Halfords Group and provide communication strategies to ensure business ownership.
Cross-Functional Networking: Establish a highly effective network within Technology and the Transformation Office to enable efficient project delivery.
Portfolio Delivery: Accountable for the delivery of projects and programs within the assigned portfolio, within budget, to the required quality, and to agreed timelines.
Resource Coordination: Work with the PMO, Resource Managers, and Architecture team.
Resource Allocation: Ensure resources are assigned for the agreed program, supporting the business strategy and delivery of technology services.
Risk Escalation: Support project and program managers at steering groups to escalate risks and secure decisions on live issues.
Issue Resolution: Provide a point of escalation for any project delivery-related matters, leading by example in taking end-to-end ownership of any issue or query.
Pipeline Management: Work with the PMO and Transformation Office to maintain a pipeline of work for delivery teams, identifying and resolving gaps, issues, and facilitating priority decisions.

14. IT Delivery Manager Roles

Status Reporting: Provide status updates, support the preparation of updates for the Transformation Office, and escalate to the Leadership team on delivery.
Strategic Alignment: Understand commercial drivers and business strategy to ensure appropriate program/project prioritization and ensure this is reflected in delivery plans.
Change Delivery: Work closely with Value Stream Leads and Scrum Masters to ensure the successful delivery of change.
Risk Management: Ensure project managers within the portfolio are managing risks and issues, including change requests, and provide escalation support.
Portfolio Planning: Produce and maintain portfolio plans and critical paths, provide required reporting, and identify key dependencies across the portfolio and other areas (e.g., Testing Environments).
Resource Management: Identify resource requirements and assign individual responsibilities, including third parties.
Methodology Governance: Lead the definition of ways of working, project methodologies/standards, provide guidance on best practices, and ensure adherence.
Compliance Assurance: Ensure that Security, Data, and Architectural principles are adhered to as part of program delivery.
Financial Oversight: Oversee control and reporting for the portfolio on all expenditures in accordance with corporate governance processes.
Vendor Collaboration: Manage assigned 3rd party delivery partners (e.g., work with APTOS to improve collaborative ways of working).
Community Development: Develop a program and project management community to support each other and drive continuous improvements.

15. IT Delivery Manager Job Description

Solution Delivery: Responsible for the correct definition and efficient execution of the complete solution delivery cycle, analysis, design, build, testing, release and platform Mgtm, HyperCare, Support/BAU hand-over and Rollout support, applying continuous improvement actions.
Cross-Functional Collaboration: Work in close collaboration with the Global Process Owner organization to understand the functional user requirements and with the Rollout organization to support product solution implementation.
Budget Management: Hold responsibility for budget management, including CAPEX and OPEX, internal and external resources.
Team Leadership: Lead and motivate assigned team resources (Functional and Technical profiles), including the realization of objective settings and performance review, to cultivate a culture of high performance.
Vendor Management: Responsible for Vendor Management, including vendor evaluation, selection and follow-up according to agreed SLAs and full Contract Management.
Delivery Planning: Execute delivery planning, resourcing, cost estimates, monitoring and reporting according to PMO processes and standards.
Risk Management: Manage risks and issues and mitigation actions.
Release Management: Manage and update the Release Plan and ensure its execution on time and quality.
IT Collaboration: Collaborate with SGS IT groups to incorporate their specific services, e.g., architecture, integration, business intelligence, infrastructure, etc.
Innovation Support: Propose innovation and new technology to support business needs, working closely with the Architecture.
Policy Compliance: Monitor the application of SGS IT policies within the project scope.

16. IT Delivery Manager Details and Accountabilities

Business Implementation: Coordinate and participate in the implementation of new business initiatives that have system development/enhancement needs.
Project Coordination: Work with the Product Owner/Project team in the Regional Office to create and manage the project scopes, and ensure stakeholders' objectives are met.
System Delivery: Ensure a smooth system delivery through collaboration with all stakeholders in related functions and participate actively, supporting project needs in line with the system development life cycle.
Agile Adaptability: Responsible for being flexible and adopting new Agile practices and new ways of working.
Business Analysis: Work closely with Business parties to deliver quality Business Requirements, document and bridge the communication gaps between business and technology.
Process Integration: Ensure new system changes work seamlessly with business processes, and balance risk, effectiveness and efficiency in system and process design.
Solution Implementation: Implement the solution and work with technical architects and development teams to conform to the Chubb standard.
IT Alignment: Ensure the solution aligns with IT strategy and principles, and complies with regulatory obligations.
Team Guidance: Guide teams by building consensus and mediating compromises.

17. IT Delivery Manager Duties and Roles

Client Relationships: Develop strong relationships with Carrier Clients and business stakeholders.
Stakeholder Alignment: Ensure Carrier Client and Stakeholder alignment around scope and project objectives to ensure projects are budgeted properly and the delivery of projected benefits is documented.
Status Reporting: Ensure consistent reporting of status to Clients and Stakeholders.
Leadership Trust: Earn the trust of leadership within the organization and Carrier Clients.
Team Motivation: Mobilize and motivate matrix teams towards a common vision and a common set of objectives.
Issue Resolution: Resolve issues with billable and non-billable work and create win-win outcomes with HPS and Carrier Clients.
Project Support: Provide management support for an assigned group of projects and help facilitate prioritization for company and departmental resources.
Governance Guidance: Provide guidance to the governance process for project deliverables, status reports and updates to steering committees and executive management.
Work Plan Review: Review initial work plans with Project Managers to ensure staffing for each phase of the project, that business deliverables are completely satisfied and that the plan meets budget and time commitments.
Project Mentorship: Effectively mentor and monitor the Project Managers' progress with periodic health checks of projects and the overall portfolio.
Staffing Management: Maintain staffing accountability, including recruitment and retention, leadership, professional development and performance management.
Risk Facilitation: Facilitate resolution of issues, risks and roadblocks for Project Managers.
Problem Solving: Anticipate and diagnose issues, evaluate and develop alternative courses of action and recommend and/or implement creative and effective solutions to ensure timely resolutions.
Multi-Project Management: Manage multiple initiatives simultaneously.
Portfolio Reporting: Review status reports prepared by Project Managers and prepare a weekly portfolio summary.

18. IT Delivery Manager Responsibilities and Key Tasks

IT Roadmapping: Establish and maintain a roadmap of IT projects and strategies to continue delivering business value to partners.
Product Collaboration: Connect with existing and potential product teams to constantly gather and send feedback on the internal online solutions being developed.
Process Management: Build and maintain processes that enable the team to make sure the rest of the organization can work well with the internal online solutions.
Technology Development: Work on development plans to ensure the team can support emerging technologies.
Team Leadership: Manage, coach and provide guidance to the team on all day-to-day tasks.
Delivery Mechanism: Agree on the appropriate delivery mechanism for BAU backlog activities with the team, e.g., KANBAN or Scrum.
Task Allocation: Allocate prioritized work items, as well as monitoring delivery progress and resolving any blockers.
Workstream Planning: Work with other delivery teams and external suppliers to plan any approved IT workstream delivery activity, as well as provide resource and cost estimates.
Progress Reporting: Report on progress, escalating any issues, and attending required Steering or other project/program meetings on behalf of the IT workstream.
Resource Forecasting: Plan, manage and forecast resources required to deliver on commitments.
Best Practice Sharing: Actively contribute to the wider IT Management team, collaboratively sharing best practices and identifying opportunities to learn from how other teams are working.

19. IT Delivery Manager Functions

Business Partnership: Build the relationship between IT and the Business to become the trusted partner for delivering value and high levels of service.
Infrastructure Alignment: Ensure the Business's standardized IT Infrastructure services and solutions are aligned with Business requirements.
Request Ownership: Own all non-standard IT requests and ensure that they are routed and ownership transferred for optimum success.
Infrastructure Management: Manage the IT Infrastructure for the area, ensuring the standardization and security is in line with the Global IT strategy and policy.
IT Communication: Provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue.
Resource Management: Manage IT resources (Budget, Cost, Local IT Infrastructure Staff) and take full advantage of centrally provided IT services to ensure that agreed SLAs are met.
Cost Calculation: Calculate the costs of the designed solutions based on service prices.
Solution Delivery: Manage the offering and delivery process for the designed IT solutions.
Change Coordination: Coordinate change management projects with the business, internal IT departments and external solution providers (system migrations, release upgrades, hardware installations, etc).

20. IT Delivery Manager Details and Accountabilities

Application Support: Provide support for local IT applications and contribute to building a related IT roadmap locally.
Business Contribution: Contribute to the business development processes from an IT perspective.
Project Management: Manage project portfolio and delivery of projects locally.
Solution Delivery: Support to identify and deliver IT solutions that enable and deliver business value.
Operational Excellence: Contribute to maintain IT operational excellence in service delivery, ensuring a secure, reliable, available, compliant and cost-effective environment.
Supplier Management: Manage local suppliers and contracts in alignment with IT strategy and processes.
Security Compliance: Support the delivery and maintenance of IT Security Standards and Policies in the Plant.
Infrastructure Analysis: Analyze and understand IT infrastructure requirements and needed resources for business applications.
Solution Design: Design secure infrastructure solutions based on standard services in collaboration with the internal Service Managers and external specialists.

21. IT Delivery Manager Key Accountabilities

Business Strategy Alignment: Gain a clear understanding of the business strategy and collaborate on the definition and communication of the IT Strategy, representing the business areas involved.
IT Strategy Development: Contribute to the ongoing evolution and implementation of an effective, broader European IT strategy.
Technology Evaluation: Work with the relevant internal (business leaders, CTO, HoIT, Lead Architect) and external (vendors, consultancies) teams to investigate technology developments that could be exploited in order to deliver tangible business value.
Relationship Management: Responsible for maintaining a strong relationship based on trust between the IT function and the target business areas.
Partnership Management: Manage delivery, prioritization, expectations, etc., fostering a solid business/IT partnership.
Effective Communication: Ensure that the communication is timely, relevant and transparent, with a clear and unambiguous understanding around priorities, risks and issues, so that expectations are correctly set and managed.
Ticket Management: Manage the IT ticketing system, and ensure that all bugs/requests are addressed within the agreed timeframe.
Issue Resolution: Proactively identify recurring issues and determine a permanent fix together with the tech team.
Change Coordination: Create change requests and communicate with the developers on the changes/improvements/fixes that need to be made.
Reporting: Consolidate the tickets and create a report on ticket volume and SLA resolution times.

22. IT Delivery Manager Responsibilities and Key Tasks

Solution Development: Responsible for the overall development life cycle of the solution and managing complex projects with significant bottom-line impact.
Strategic Planning: Work with delivery managers and business product owners in developing a strategy and road map to provide a cutting-edge Digital Solution to achieve business and company goals.
Technical Collaboration: Work closely with senior architects and technical experts from both within and cross-functional IT teams to develop the best technical design and approach for new product development.
Best Practices: Instill best practices for software development and documentation, ensure designs meet requirements, and deliver high-quality work on tight schedules.
Project Management: Responsible for project management, prioritization, planning of projects and features, Stakeholder management and tracking of external commitments.
Staff Development: Support training and professional development for staff members to perform job duties.
Policy Compliance: Ensure adherence to Bank and information systems policies and procedures, security measures, and audit standards.
Vendor Supervision: Supervise the installation of vendor solutions and maintenance.
Performance Oversight: Instruct personnel and verify the quality of performance.
Operational Planning: Anticipate operational/technical needs and develop plans to ensure system/user needs are met.

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