Service Delivery

SOPs and delivery standards organized by service pillar

Overview

Standard operating procedures (SOPs) for delivering SBK's four service pillars: Protect, Plan, Operate, and Innovate. Includes quality assurance frameworks and delivery standards.

Total SOPs: 27 pillar-specific + 6 cross-pillar = 33 SOPs

Structure

07-service-delivery/
├── protect/              # Security & Compliance SOPs (11)
├── plan/                 # Strategic Advisory SOPs (6)
├── operate/              # Managed Services SOPs (6)
├── innovate/             # Digital Transformation SOPs (4)
├── quality-assurance/    # QA frameworks and checklists
└── sops/                 # Cross-pillar standard procedures

Service Pillars

protect/ — Security & Compliance (11 SOPs)

SOPs for compliance and security services.

Service	SOP	Typical Duration	Deliverable
HIPAA Gap Assessment	hipaa-gap-sop.md	2-3 weeks	Gap analysis report
SOC 2 Readiness	soc2-gap-sop.md	3-4 weeks	Gap analysis, roadmap
ISO 27001 Gap Assessment	iso27001-gap-sop.md	3-4 weeks	Control gap analysis
NIST CSF Assessment	nist-csf-sop.md	2-3 weeks	Maturity assessment
CMMC Readiness	cmmc-sop.md	4-6 weeks	Readiness report
PCI DSS Assessment	pci-dss-sop.md	3-4 weeks	Compliance gap analysis
Risk Assessment	risk-assessment-sop.md	2-4 weeks	Risk register, treatment plan
Penetration Testing	pentest-sop.md	1-2 weeks	Findings report, remediation
Security Policy Development	security-policy-sop.md	4-8 weeks	Policy framework
Security Awareness	security-training-sop.md	Ongoing	Training, phishing metrics
Incident Response	incident-response-sop.md	As needed	IR report, lessons learned

Compliance Frameworks Covered: HIPAA, SOC 2, ISO 27001, NIST CSF, CMMC, PCI DSS

plan/ — Strategic Advisory (6 SOPs)

SOPs for strategic IT advisory services.

Service	SOP	Typical Duration	Deliverable
vCTO/vCISO Engagement	vcto-vciso-engagement-sop.md	Ongoing monthly	Strategic guidance
IT Strategy Development	it-strategy-sop.md	4-6 weeks	Strategic roadmap
Technology Roadmapping	tech-roadmap-sop.md	3-4 weeks	3-5 year roadmap
Budget Optimization	budget-optimization-sop.md	2-3 weeks	Cost reduction plan
Vendor Selection	vendor-selection-sop.md	2-4 weeks	Vendor scorecard
M&A Due Diligence	ma-due-diligence-sop.md	2-4 weeks	Due diligence report

operate/ — Managed Services (6 SOPs)

SOPs for ongoing managed operations.

Service	SOP	Engagement Type	Deliverable
Managed SOC	managed-soc-sop.md	Ongoing	Security monitoring
EDR Management	edr-management-sop.md	Ongoing	Endpoint protection
Vulnerability Management	vulnerability-management-sop.md	Ongoing	Scan reports, tracking
Help Desk	helpdesk-sop.md	Ongoing	SLA reports, metrics
Network Operations	network-ops-sop.md	Ongoing	Uptime, incident logs
Cloud Operations	cloud-ops-sop.md	Ongoing	Availability, cost tracking

innovate/ — Digital Transformation (4 SOPs)

SOPs for transformation initiatives.

Service	SOP	Typical Duration	Deliverable
Cloud Migration	cloud-migration-sop.md	2-6 months	Migration plan, execution
Process Automation	automation-sop.md	1-3 months	Automated workflows
AI/ML Implementation	ai-implementation-sop.md	2-6 months	Deployed AI solutions
Digital Workplace	digital-workplace-sop.md	1-4 months	Collaboration platform

Quality Assurance

quality-assurance/

Quality control frameworks and checklists.

QA Framework:

┌─────────────┐    ┌─────────────┐    ┌─────────────┐    ┌─────────────┐
│   PLAN      │ → │   EXECUTE   │ → │   CHECK     │ → │   IMPROVE   │
│ Define scope│    │ Follow SOP  │    │ QA review   │    │ Document    │
│ Set metrics │    │ Track time  │    │ Client sign │    │ Update SOP  │
└─────────────┘    └─────────────┘    └─────────────┘    └─────────────┘

Quality Gates: | Gate | Checkpoint | Owner | |------|------------|-------| | G1 | Scope confirmed, resources assigned | Project lead | | G2 | Mid-engagement progress review | Delivery manager | | G3 | Deliverable peer review | Senior consultant | | G4 | Client review and sign-off | Account manager | | G5 | Lessons learned captured | Project lead |

sops/

Cross-pillar standard procedures applicable to all engagements. See SOPs Overview for complete documentation.

Cross-Pillar SOPs (6):

SOP	Purpose	Key Templates
Engagement Kickoff	Starting any engagement	Kickoff Agenda, Project Charter, RACI
Status Reporting	Client communication cadence	Weekly Status, Monthly Executive, QBR
Deliverable Review	Multi-stage peer review process	Self-Review, Peer Review, QA Checklists
Engagement Closeout	Closing engagements with knowledge transfer	Sign-Off Form, Lessons Learned
Time Tracking	Billing, time capture, budget management	Budget Status Report
Client Escalation	Issue escalation and resolution path	Escalation Log, Email Templates

Integration: - Templates: 14-templates/ — Documents, Reports, Emails - Brand: 00-foundation/brand/ — Visual Identity, Voice

Delivery Metrics

Metric	Target	Frequency
Client Satisfaction (CSAT)	4.5+ / 5.0	Per engagement
On-Time Delivery	95%+	Monthly
Budget Adherence	±10%	Per engagement
First-Time Audit Pass	90%+	Per audit
Utilization Rate	75-85%	Weekly
Deliverable Rework Rate	<5%	Monthly

SOP Cross-References

By Target Persona

Persona	Recommended SOPs
Solo IT Director	vCTO, Managed SOC, Cloud Ops, Help Desk
CFO/Controller	Budget Optimization, Risk Assessment, Cloud Migration
CTO/VP Engineering	IT Strategy, Cloud Migration, AI Implementation
Healthcare Admin	HIPAA Gap, Security Training, Incident Response
Managing Partner	SOC 2, Risk Assessment, Security Policy

By Engagement Type

Type	SOPs
Assessment	All gap assessments, Risk Assessment, Readiness assessments
Project	Cloud Migration, Automation, AI Implementation, Digital Workplace
Retainer	vCTO/vCISO, Managed SOC, Cloud Ops, Help Desk

Skills Integration

Primary Skill: Strategic Business Planning

The strategic-business-planning skill supports service delivery operations.

Invoke: Load when creating SOPs, delivery frameworks, or engagement planning.

Key Subskills: - @operations-digital-twin.md — Economics simulation, delivery optimization - @risk-assessment.md — Risk identification for engagements, mitigation planning - @gtm-strategy.md — Service packaging, positioning

CLI Commands:

# Digital twin for service economics
sbp digital-twin --init --mrr 150000 --customers 25
sbp digital-twin --scenario "add_customers 5 15000"
sbp digital-twin --what-if "utilization_rate 0.80"

# Risk assessment for engagements
sbp risk add --category delivery --likelihood 2 --impact 3
sbp risk list --severity high
sbp risk matrix --output engagement-risks.png

SDK Integration

from sbp.sdk.core import MonteCarloEngine
from sbp.sdk.orchestration import (
    DurableContext, durable_handler,
    CronScheduler, AlertManager, AlertRule
)

# Service delivery workflow with durable execution
@durable_handler
async def engagement_workflow(ctx: DurableContext, engagement_id: str):
    # Each step survives failures
    kickoff = await ctx.call(execute_kickoff, engagement_id)

    for milestone in kickoff.milestones:
        deliverable = await ctx.call(execute_milestone, milestone)
        await ctx.call(qa_review, deliverable)
        await ctx.call(client_review, deliverable)

    return await ctx.call(closeout_engagement, engagement_id)

# SLA monitoring with alerts
alert_manager = AlertManager()
alert_manager.add_rule(AlertRule(
    condition=AlertCondition(
        metric="ticket_response_time_hours",
        threshold=4,
        operator="gt"
    ),
    escalation=EscalationPolicy(
        levels=[
            ("email", "support_team", timedelta(minutes=0)),
            ("slack", "delivery_manager", timedelta(hours=1)),
        ]
    )
))

# Utilization simulation
engine = MonteCarloEngine(
    assumptions={
        "billable_hours": (140, 120, 160),
        "available_hours": (176, 0.05),
    },
    months=12
)
results = engine.run_simulation(n_simulations=5000)
utilization_forecast = results.percentile(50)

Subskills Reference

Subskill	Purpose	Template
@operations-digital-twin.md	Service economics simulation	—
@risk-assessment.md	Engagement risk management	risk-register-template.md
@gtm-strategy.md	Service positioning	content-calendar-template.md
@financial-modeling.md	Profitability analysis	unit-economics-template.md

Related Documents

• Cross-Pillar SOPs
• Onboarding
• Playbooks
• Templates
• Document Templates
• Report Templates
• Email Templates
• Contracts & Legal
• Pricing & Positioning
• Brand Guidelines
• Visual Identity

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Last Updated: February 2026 Total Pillar SOPs: 27 Total Cross-Pillar SOPs: 6 Total SOPs: 33