Directory
Departments & Responsibilities
Each department's mandate, deliverables, reporting line, and KPIs.
Business Development
Reports to: Chief Business Officer
Responsibilities
- • Lead generation
- • Client acquisition
- • Proposal ownership
- • Contract negotiation
Deliverables
Qualified leads
Proposals
Signed contracts
KPIs
New leads / month
Close rate
Revenue booked
Project Management
Reports to: Head of Delivery
Responsibilities
- • Project planning
- • Timeline management
- • Stakeholder communication
- • Risk management
Deliverables
Project plan
Status reports
Change requests
KPIs
On-time delivery
Budget adherence
Client satisfaction
UI/UX
Reports to: Design Lead
Responsibilities
- • User research
- • Wireframes
- • Visual design
- • Prototyping
Deliverables
Wireframes
Mockups
Design system
KPIs
Design approval cycles
Usability score
Software Engineering
Reports to: CTO
Responsibilities
- • Architecture
- • Feature development
- • Code review
- • Technical documentation
Deliverables
Working software
API docs
Deployment builds
KPIs
Velocity
Defect rate
Code coverage
Quality Assurance
Reports to: QA Lead
Responsibilities
- • Test planning
- • Manual & automated testing
- • UAT coordination
- • Defect tracking
Deliverables
Test plans
Test cases
QA reports
KPIs
Defect leakage
Test coverage
UAT pass rate
DevOps
Reports to: CTO
Responsibilities
- • CI/CD
- • Cloud infrastructure
- • Monitoring
- • Security hardening
Deliverables
Pipelines
Environments
Runbooks
KPIs
Deployment frequency
MTTR
Uptime %
Finance
Reports to: CFO
Responsibilities
- • Costing
- • Invoicing
- • Collections
- • Financial reporting
Deliverables
Quotations
Invoices
Payment schedules
KPIs
DSO
Margin
Cash flow
Marketing
Reports to: CMO
Responsibilities
- • Brand
- • Content
- • Campaigns
- • Collateral
Deliverables
Website
Case studies
Campaigns
KPIs
MQLs
Engagement
Brand reach
Support
Reports to: Head of Support
Responsibilities
- • Ticket handling
- • SLA compliance
- • Client onboarding
- • Maintenance
Deliverables
SLA reports
Knowledge articles
KPIs
First response time
Resolution time
CSAT
Administration
Reports to: COO
Responsibilities
- • HR
- • Facilities
- • Compliance
- • General admin
Deliverables
Policies
Onboarding kits
KPIs
Employee retention
Compliance score