Global Delivery Playbook

Overview

Offshore and nearshore delivery can be a powerful growth lever — lowering costs, improving coverage, and increasing delivery capacity. But without a structured approach, global delivery can easily erode quality, margin, and customer trust.

The TRIVERA Global Delivery Playbook provides a proven, end-to-end framework for building, optimizing, and governing distributed operations. We help organizations identify which functions to outsource, select the right partners, and establish the governance, performance, and cultural alignment needed for success.

This playbook ensures you achieve the benefits of scale — without sacrificing control, quality, or customer experience.

Core Objectives

• Strategically align global delivery with business and customer outcomes.

• Reduce cost-to-deliver while maintaining consistent service quality.

• Design governance models that preserve control and accountability.

• Enable distributed collaboration across time zones and cultures.

• Build repeatable processes for vendor management and continuous improvement.

Playbook Phases

1. Strategy & Readiness Assessment

Goal: Define why, what, and where before deciding who.

Key Activities:

• Evaluate organizational drivers (cost, scalability, 24/7 coverage, specialization).

• Identify functional areas suitable for outsourcing or nearshoring.

• Assess current state of process documentation, metrics, and performance.

• Determine readiness: leadership bandwidth, cultural adaptability, data security posture.

• Build a business case outlining cost, quality, and risk trade-offs.

Outputs:

• Global Delivery Strategy Brief

• Functional Suitability Matrix

• Business Case & ROI Model

2. Partner Selection & Evaluation

Goal: Identify, vet, and select the right delivery partner(s) for your goals.

Key Activities:

• Develop standardized vendor evaluation criteria (capability, compliance, scalability, fit).

• Research and shortlist top offshore, nearshore, and onshore vendors.

• Conduct structured interviews, RFPs, and scorecard-based evaluations.

• Align final selection to risk appetite, service level expectations, and time zone alignment.

Outputs:

• Vendor Evaluation Scorecard

• Comparative Cost & Performance Matrix

• Selection Recommendation Report

3. Delivery Model Design

Goal: Define the operating model that enables distributed success.

Key Activities:

• Choose delivery structure: captive center, hybrid, or fully outsourced.

• Design operating rhythm and communication model.

• Define governance layers (Executive Steering, Operational Review, Daily Management).

• Build standardized hand-off processes and shared performance metrics.

• Establish technology and collaboration stack (security, access control, reporting).

Outputs:

• Global Delivery Operating Model Blueprint

• Governance Framework & Cadence Calendar

• Standard Operating Procedures (SOPs)

4. Transition & Enablement

Goal: Execute a controlled migration without disrupting service or quality.

Key Activities:

• Build detailed transition plan with milestones and risk controls.

• Document processes, SLAs, and training materials for offshore teams.

• Define escalation paths and accountability frameworks.

• Implement knowledge transfer sessions and shadow periods.

• Stand up governance cadence with early KPI tracking and issue resolution.

Outputs:

• Transition Playbook & Checklist

• Risk Mitigation Plan

• Training & Knowledge Transfer Documentation

5. Performance Management & Continuous Improvement

Goal: Sustain efficiency and quality while continuously optimizing performance.

Key Activities:

• Implement a balanced scorecard for delivery partners (cost, quality, timeliness, CX).

• Conduct quarterly business reviews (QBRs) and improvement workshops.

• Establish clear feedback loops for both internal and vendor teams.

• Benchmark performance across locations and functions.

• Drive automation and AI-assisted monitoring to identify process drift or rework.

Outputs:

• Global Delivery Dashboard

• Continuous Improvement Roadmap

• Vendor Performance & Risk Reports

Key Metrics

• Cost per transaction / cost-to-deliver

• Service level attainment (SLA compliance)

• Customer satisfaction / NPS

• Error and rework rate

• On-time delivery rate

• Vendor scorecard ratings

• Time to productivity (ramp-up)

• Employee turnover and engagement at offshore centers

Governance Model

Governance Layers:

1. Executive Steering Committee – Strategy, escalations, quarterly targets.

2. Operational Review Board – KPI review, issue resolution, and improvement planning.

3. Team-Level Huddles – Daily/weekly task management and coordination.

Cadence Example:

• Daily: Operational huddles / dashboard review

• Weekly: Service performance review

• Monthly: Partner metrics review

• Quarterly: Strategic review & improvement plan

Common Pitfalls TRIVERA Helps You Avoid

• Selecting vendors purely on cost without operational alignment.

• Underestimating the need for change management and cultural integration.

• Lack of clear ownership or KPI accountability across teams.

• Poor documentation or knowledge transfer during transition.

• Insufficient data visibility for performance management.

Deliverables You Receive

• Global Delivery Strategy & Business Case

• Vendor Evaluation & Selection Matrix

• Governance & Communication Framework

• Transition Management Plan

• Performance Dashboard Template

• Continuous Improvement Framework

Outcome

A scalable, multi-location delivery model that expands capacity while maintaining full visibility, accountability, and quality control — ensuring every customer experience meets your brand standard, regardless of where the work is done.