Sub-function
Service Delivery Management
Owns service review work end to end inside AI GBS & Global Business Services. Runs 4 lines across 22 stations, drains the repeatable share into the AI-OPS tower, and holds 4 human gates.
Estate rating
BBB
72 / 100
Monitoring and rebalancing are agentic. The rating an agent estate carries is a governance statement, so a human ratifies it before it is published.
Agents
10
Lines
4
Units / wk
7,641
Timetable vs actual
3.6h → 4.4h
Cost / unit
$11
was $30
Run-rate saving
$7.7M
annualized at this volume
The 10 agents running this sub-function
Grouped by what they are for, not by where they sit. The agent org is process-shaped.
Service Delivery Orchestrator
Owns the service delivery management lane end to end. Sequences the other agents, holds the timetable, and decides what surfaces to a human.
ceiling A3 · escalates to Escalates to Head of Service Delivery when the unit falls outside the decision envelope or confidence drops below the floor.
SLA Monitoring Agent
Watches service delivery management continuously. Detects drift, quantifies it, and routes what matters without waiting for a reporting cycle.
ceiling A3 · escalates to Escalates to Head of Service Delivery when the unit falls outside the decision envelope or confidence drops below the floor.
Estate Health Agent
Watches service delivery management continuously. Detects drift, quantifies it, and routes what matters without waiting for a reporting cycle.
ceiling A3 · escalates to Escalates to Head of Service Delivery when the unit falls outside the decision envelope or confidence drops below the floor.
Capacity Balancing Agent
Executes the service delivery management step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A3 · escalates to Escalates to Head of Service Delivery when the unit falls outside the decision envelope or confidence drops below the floor.
Escalation Management Agent
Executes the service delivery management step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A3 · escalates to Escalates to Head of Service Delivery when the unit falls outside the decision envelope or confidence drops below the floor.
Incident Coordination Agent
Executes the service delivery management step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A3 · escalates to Escalates to Head of Service Delivery when the unit falls outside the decision envelope or confidence drops below the floor.
Stakeholder Reporting Agent
Runs the repeatable portion of service delivery management inside the shared transaction spine at spine cost and spine controls.
ceiling A3 · escalates to Escalates to Head of Service Delivery when the unit falls outside the decision envelope or confidence drops below the floor.
Delivery Policy Agent
Holds the rules that bind every other agent in service delivery management. Versions them, tests them against live decisions, and blocks work that breaches them.
ceiling A3 · escalates to Escalates on any decision that would breach a live policy version, with the clause cited.
Delivery Model Agent
Authors positions on service delivery management. Frames the question, models the options, and writes a recommendation a human can ratify or reject.
ceiling A3 · escalates to Escalates when two options sit inside the confidence band and the evidence cannot separate them.
Service Delivery Management Challenger Agent
Adversarial reviewer for service delivery management. Argues the opposite case on every position and flags where the evidence does not carry the claim.
ceiling A3 · escalates to Escalates when a ratified position is still running against a break condition it flagged.
Estate rating breakdown
Seven control dimensions. Judgment readiness runs against autonomy on purpose.
People
What the humans stopped doing, and what they do now.
Redeployed into exception judgment and supplier relationship work.
Lines running in this sub-function
Each line is a workflow. Click a line to walk it station by station.
Strategy positions this sub-function holds
An agent that only executes is a robot. These are the calls it made, the argument against each one, and what would prove it wrong.
Service Delivery Model Position
Ratifiedv4Which parts of service delivery management should deliberately stay human, and how do we defend that against a cost argument?
Hold the ceiling at A3 for service delivery management. Monitoring and rebalancing are agentic. The rating an agent estate carries is a governance statement, so a human ratifies it before it is published. Raise it only after two consecutive quarters where the override rate stays under five percent and every override has a written cause.
confidence
64%
The challenge — Service Delivery Management Challenger Agent
Service Delivery Management Challenger Agent argues the recommendation leans on 2 quarters of data from a period with no volume shock. The confidence band overlaps the alternative, and the position does not say what it would take to be wrong. Recorded as a dissent, not a block.
Break conditions
- ·Override rate rises above 15 percent for two consecutive months
- ·Cost per service review stops falling while volume keeps rising
- ·A control failure in this lane reaches a customer or a regulator
Evidence gaps
- ·No external comparator on a like-for-like unit definition
- ·Exception cases under $15k are sampled, not fully measured
| Alternative considered | Cost | Risk | Verdict |
|---|---|---|---|
| Hold the current position | $770k run rate | Known and priced. Cedes ground if comparators move faster. | not selected |
| Raise the ceiling one level now | $276k to build controls | Override rate is 8 percent; raising the ceiling before that settles imports the error into production. | rejected on evidence |
| Move the exception tail to the spine | $244k transition | Loses local context. Rework risk on the cases that are hardest to recover. | selected |
Ratified 5 months ago. Measured since: cost per service review fell 16 percent against a forecast of 11 percent.
Service Delivery Management Operating Position
Ratifiedv1Where should the autonomy ceiling for service delivery management sit over the next four quarters, and what evidence would justify moving it?
Keep the repeatable service review volume in the spine and pull the exception tail back into the function. The spine is cheaper per unit; the tail is where the context that prevents rework actually sits.
confidence
76%
The challenge — Service Delivery Management Challenger Agent
Service Delivery Management Challenger Agent argues the recommendation leans on 5 quarters of data from a period with no volume shock. The confidence band overlaps the alternative, and the position does not say what it would take to be wrong. Recorded as a dissent, not a block.
Break conditions
- ·Override rate rises above 11 percent for two consecutive months
- ·Cost per service review stops falling while volume keeps rising
- ·A comparator publishes a materially lower unit cost on a like-for-like basis
Evidence gaps
- ·No external comparator on a like-for-like unit definition
- ·Exception cases under $25k are sampled, not fully measured
| Alternative considered | Cost | Risk | Verdict |
|---|---|---|---|
| Hold the current position | $328k run rate | Known and priced. Cedes ground if comparators move faster. | not selected |
| Raise the ceiling one level now | $1709k to build controls | Override rate is 11 percent; raising the ceiling before that settles imports the error into production. | rejected on evidence |
| Move the exception tail to the spine | $105k transition | Loses local context. Rework risk on the cases that are hardest to recover. | selected |
Ratified 6 months ago. Measured since: cost per service review fell 12 percent against a forecast of 23 percent.
Policy register
The rules the agents above are bound by. Version, owner, approver, and the agents each rule constrains.
| Ref | Rule | Scope | Owner agent | Approved by | Version | Status |
|---|---|---|---|---|---|---|
| GB9-POL-200 | Service Delivery Management Decision Envelope Agents in this lane may act without a human when the service review sits inside the stated value, risk and confidence envelope. Outside it, the unit holds at a gate with a named approver and a running clock. binds 4 agents · US · Canada | envelope | Delivery Policy Agent | Head of Service Delivery | v4.1 | Active |
| GB9-POL-201 | Service Delivery Management Evidence Standard Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. An action with no evidence record is treated as a control failure, not a fast decision. binds 4 agents · EU · UK · US | evidence | Delivery Policy Agent | Head of Service Delivery | v1.2 | Active |
| GB9-POL-202 | Service Delivery Management Escalation Rule Escalation is mandatory when confidence falls below the floor, when two options sit inside the confidence band, or when a break condition on a ratified position fires. Head of Service Delivery owns the response clock. binds 4 agents · EU · UK | escalation | Delivery Policy Agent | Head of Service Delivery | v2.3 | Active |