Service Line Review — Agenda Template
Cadence: Monthly
Attendees: Service Lead (lead), Head of Delivery, CSOs (optional, by line), relevant ICs (by invite)
Duration: 45–60 minutes
Owner: Service Lead
Last updated: 2026-03-30
Pre-work (DRI: Service Lead, 24h before)
- Pull Operating allocation report for the line
- Compile Linear hygiene metrics (lead indicators from success-metrics)
- Review cross-client patterns from past month
- Draft 1-page summary using quarterly narrative template
- Send pre-read if attendees >4 or if decisions needed
Agenda (45–60 min)
1. Opening — Health snapshot (5 min)
DRI: Service Lead
- Lag indicator status (Operational Stability trend)
- One-line characterization: “Quality held / Degraded / Improving”
- Any fires requiring immediate escalation
2. Lead indicators review (15 min)
DRI: Service Lead with HoD input
| Indicator | Trend (↗ ↘ →) | Insight | Action needed? |
|---|---|---|---|
| Defect Density | |||
| Linear Hygiene | |||
| Allocation Drift | |||
| Asset Codification |
Discuss: Patterns across ≥2 clients, systemic risks, resource pressure points
3. Operating hygiene (10 min)
DRI: Service Lead
- Roster accuracy: Any drift since last review?
- New SOWs / offboardings reflected in Operating?
- Combined CSO/SL clients: escalation status
Output: Operating hygiene notes captured in Linear issue
4. Cross-client themes (10 min)
DRI: Service Lead, with CSO input if present
- Repeated technical debt or stack risks
- Upsell signals or scope expansion requests
- IC growth opportunities (stretch assignments)
Output: Document in service-lines knowledge hub
5. Playbooks & standards (10 min)
DRI: Service Lead
- Playbooks drafted/updated this month?
- Standards experiments: what worked, what didn’t?
- Cross-line dependencies (route through CSO if account-level)
6. Next month priorities (5 min)
DRI: Service Lead
- 2–3 priorities for next 30 days
- Risks that could threaten next quarter’s lag target
- Needs from HoD or CSOs
Post-meeting (DRI: Service Lead, 24h after)
- Write summary to service-lines knowledge hub
- Create/update Linear issues for any action items
- Update quarterly narrative doc if needed
- Share summary with attendees and HoD
Materials
| Resource | Location |
|---|---|
| Success metrics | SL success metrics |
| Operating allocation audit | operating-allocation-audit-2026 |
| Cross-client views guide | sl-cross-client-views |
| Quarterly narrative template | success-metrics |
| Service line knowledge hub | service-lines |
Variants
Per top-level line: One monthly review per line (AI, Data, Strategy & Analytics)
Per sub-service: Only if volume warrants separate forums
Combined CSO/SL: Escalation path documented; no separate Linear pattern