Service Lead — Success Metrics & Bonus Eligibility
Purpose: What SLs are measured on (and paid for) in Q2–Q3 2026.
Last updated: 2026-03-30
Q2 2026 — Foundation Build
Primary Goal
100% playbook coverage for every actively used service component. Playbooks must exist for work you actually do; placeholders don’t count.
Four Foundation KPIs
All SLs must hit the Floor. Excellence unlocks bonus eligibility.
| Metric | Floor (Non-Negotiable) | Excellence Layer (Q2 Targets) | Evidence | Linked Standard |
|---|---|---|---|---|
| Asset Codification | Playbook exists for 100% of active service components | Playbook quality + usage proof (used on ≥2 engagements) | PR merged to standards/ | Standard 1.1 (Playbooks) |
| Allocation Drift | All active ICs ≤10% off Operating roster | All allocations match roster; 0 “shadow staffing” | Operating dashboard snapshot | Standard 1.2 (Capacity mgmt) |
| Linear Hygiene | Zero orphaned tickets, no open issues >30 days without update | 95% of tickets linked to Projects; weekly hygiene pass | Linear report | Standard 1.5 (Linear hygiene) |
| Bug Ticket Rate | Bugs ≤15% of total closed tickets for the SL’s clients | Bugs ≤8% of total closed tickets | Linear closed issue breakdown | Standard 1.6 (Delivery quality) |
Rule: Hitting floor = “meets expectations.” Hitting excellence = eligible for Q3 bonus.
Q3 2026 — Impact Bonus (Preview)
Available only if Q2 excellence achieved on all 4 KPIs.
| Opportunity | Trigger | Payout Trigger |
|---|---|---|
| Playbook Impact | CSO confirms playbook used + it materially improved delivery | Per confirmed case (up to 3 per quarter) |
| Offer Win | SL co-created offer used to close ≥$25K deal | Per closed deal where SL credited |
Note: Q3 bonus criteria subject to HoD approval in June planning.
Reporting Cadence
| Cadence | What to Report | Where |
|---|---|---|
| Monthly | KPI status vs floor/excellence | Service line review (agenda) |
| Quarterly | Full narrative: what worked, what’s blocked, Q3 bonus eligibility | HoD + Finance sync |
Narrative Format (Quarterly)
Keep to 1 page:
Q2 Results — [SL Name] / [Service Line]
1. Foundation KPIs (scorecard)
- Asset Codification: Floor / Excellence / Miss
- Allocation Drift: Floor / Excellence / Miss
- Linear Hygiene: Floor / Excellence / Miss
- Bug Rate: Floor / Excellence / Miss
2. What Changed
- Playbook improvements this quarter
- Notable cross-client patterns discovered
- IC growth highlights
3. Blockers for Q3
- List ≤3; include SL's proposed fix
4. Q3 Bonus Eligibility
- Playbook Impact cases claimed: [N]
- Offer Win deals claimed: [N]
- Eligible: Yes / No (based on Q2 excellence)
Related:
- consolidated-delivery-standards.md — standards floor
- expectations-by-cadence.md — weekly/monthly cadence
- service-lines — service line hubs (playbook storage)