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Delivery

How an engagement runs from kickoff to close-out. This is the SOP layer above ops-hub's project module (RAG status, milestones, time logs, team allocation).

Engagement lifecycle

Stage What happens Owner ops-hub artefact
1. Setup Project created, linked to HubSpot deal, team allocated with day-rate roles, milestones defined Delivery lead projects, project_members, milestones
2. Kickoff Internal kickoff (scope, team, risks) + client kickoff (expectations, cadence, escalation path) Engagement lead —
3. Delivery Milestones tracked, time logged per consultant, RAG status kept current (see below), weekly internal check-in Whole team time_logs, RAG status field
4. Client reporting Status shared with client at agreed cadence (weekly/fortnightly depending on engagement) Engagement lead —
5. Close-out Final deliverables handed over, invoice reconciled against contract value, lessons captured Engagement lead Project status → completed

RAG status discipline

RAG (Red/Amber/Green) is only useful if it's current and honest.

  • Green — on track for scope, budget, and timeline
  • Amber — one of scope/budget/timeline is at risk; a specific mitigation is in motion
  • Red — escalation required; a principal needs to be involved

Update RAG at least weekly, and immediately on any material change — don't wait for the status meeting to reflect reality.

Team allocation and utilisation

Allocation is tracked as days_pw (days per week) per person per project in ops-hub. When staffing a new engagement: - Check the People view for current utilisation before committing someone's time - Flag over-allocation (>5 days/week across projects) to the delivery lead immediately - Leave (from Employment Hero) is visible on the capacity calendar — plan around it, don't discover it

Close-out checklist

  • [ ] All milestones marked complete or explicitly descoped
  • [ ] Final invoice raised and matches contract value (or variations are documented)
  • [ ] Client sign-off / feedback captured
  • [ ] Time logs reconciled — cost-to-date matches what was actually delivered
  • [ ] Retrospective: what would we do differently — feed into functions/sales pricing/scoping if relevant
  • [ ] Project status set to completed in ops-hub