Every Azendo agreement names one service delivery manager: one person who looks after how your dedicated team performs, develops and delivers. It is how we run every team from our offices in Chiang Mai and Bangkok. You always know who to call, and that person knows your team, your product and your plans.
What the role covers
Your service delivery manager doesn’t do the engineering. Your product owner still sets priorities, reviews the work and makes the calls that shape the product. The service delivery manager owns everything on our side: who is on your team, how they’re performing, how they’re developing and what happens when something needs to change.
That means a 1:1 with each team member every two weeks about performance, workload and anything getting in the way. It means a monthly delivery report sent to you, covering the capacity used and anything to flag early. And it means being your first call when someone needs support or the scope needs to change.
The idea behind the role is simple: you should never have to manage a person to get software delivered. You manage the product. We manage the people who build it.
How it works week by week
The rhythm is fixed. Every two weeks your service delivery manager meets you for a structured feedback meeting. It has a set agenda: delivery, quality and performance, plus anything you want to raise. It is separate from your stand-ups and team meetings, which stay yours. If something specific went wrong, bring the example and we go through it together.
Every two weeks they also hold a 1:1 with each person on your team, and every week they meet our Talent Success team. That weekly meeting is where your feedback turns into action. A skill gap goes to Talent Success, who set up the training and skill development. If the work itself has fallen short, your service delivery manager takes it up directly with the person in their check-ins.
On top of that, you get a short delivery survey every week, and at the end of the month your report arrives with the hours delivered against the committed capacity.
Around that rhythm sit two more layers. Our Head of Delivery holds a 1:1 with every client every two weeks, so you have a second line of sight on how delivery is going. And every team member has a Talent Success manager who runs a quarterly development plan, coaching on the rhythm that plan sets and a 360-degree review every quarter, so the people on your team keep getting better.
If someone isn’t the right fit, or moves on, your service delivery manager plans the handover and brings in the right replacement with you. That continuity is a large part of why the role exists.
What it means for you
One name to call, a weekly survey and a monthly report you didn’t have to ask for, and a remote team that keeps performing month after month. You’re buying accountability along with the hours, and the role is included in the fee. It’s what companies get when they hire dedicated developers through us.
That is the core of a managed team, and what sets it apart from staff augmentation, where the developer joins and the coordination stays with you. How it works shows the full rhythm of a managed team from the first call to a team in your sprints, with the team hired four weeks after signing, and the role is already included in the committed monthly capacity.
The service delivery manager is also the plainest way to see what a managed service adds to ordinary offshore staffing. In its plain form, following up on delivery is left to you. With us, one named person does it.
