Kaptio OS
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Service Leadership Office (SLO)

Kaptio's unified services leadership construct — one team, three pillars, single escalation path.

Services Leadership
Updated 2026-03-26

Overview

The Service Leadership Office (SLO) is Kaptio’s unified services leadership construct. It consolidates programme management, consulting, and platform support into a single team with a single escalation path.

One team. Three pillars. Single escalation path from ticket to programme.

The Three Pillars

Programme & Delivery Management

Owns the execution of customer programmes from kick-off through go-live and beyond.

Responsibilities:

  • Programme governance and milestone tracking
  • Delivery partner oversight and SOW management
  • Risk identification and escalation
  • Customer communication cadence
  • Change control administration

Consulting

Owns the intellectual property of how Kaptio delivers — methodology, discovery, solution design, and estimation.

Responsibilities:

  • Discovery workshops and requirements mapping
  • Solution design documents
  • Estimation and scoping artifacts
  • Golden configuration specification
  • Methodology evolution and documentation

Support & Platform Experts

Owns day-to-day platform knowledge and technical escalation.

Responsibilities:

  • Ticket triage and resolution
  • Platform configuration expertise
  • Technical escalation to engineering
  • Knowledge base maintenance
  • Customer training and enablement

Escalation Path

The SLO provides a single, clear escalation path:

  1. Ticket — Support handles within SLA
  2. Technical escalation — Platform experts engage for complex issues
  3. Programme escalation — Delivery management takes ownership for programme-level impact
  4. Leadership escalation — SLO leadership for cross-programme or strategic issues

No issue should ever be “stuck between teams.” The SLO owns the full chain.

How It Works With Partners

Partners (e.g. Aquiva/Armstrong) operate under the SLO’s governance:

  • SOWs and change control are managed by the Programme & Delivery Management pillar
  • Solution design and acceptance criteria come from the Consulting pillar
  • Technical questions route through Support & Platform Experts
  • Partners do NOT have independent escalation paths to Kaptio engineering — everything flows through the SLO