SOP: Kickoff Preparation

1. Purpose

The purpose of this SOP is to ensure structured internal preparation before the client kickoff meeting. Proper preparation enables the Delivery team to enter the client kickoff with clarity, aligned resources, and realistic expectations, setting the foundation for a successful project launch.

2. Scope

This SOP applies to:

  • All projects transitioning from Sales to Delivery post-handoff.
  • Delivery Managers, Pre-Sales Consultants, Project Managers, and Client Success Managers.
  • IT Services & SaaS projects across SMB, mid-market, and enterprise clients.

3. Definitions

  • Kickoff Meeting: The first formal client-facing meeting after deal closure, where project plan, scope, and communication norms are introduced.
  • Kickoff Pack: Internal preparation document containing scope, milestones, risks, and resourcing plan.
  • Resource Plan: Allocation of delivery team members, tools, and timelines required to execute the project.

4. Step-by-Step Process

A. Trigger for Kickoff Preparation

  • Sales → Delivery Handoff completed (see Sales → Delivery Handoff SOP).
  • Delivery Manager officially takes ownership of client.

B. Internal Review of Handoff Pack

  1. Delivery Manager reviews:
    • Signed proposal & contract.
    • Scope of Work (SOW).
    • Client goals, pain points, and success metrics.
    • Risks flagged during sales cycle.
  2. Pre-Sales validates any technical commitments.
  3. Sales Rep remains available for clarification.

C. Kickoff Pack Creation

  1. Delivery Manager prepares Kickoff Pack including:
    • Project charter summary.
    • Scope highlights and exclusions.
    • Timeline & milestone draft.
    • Roles & responsibilities (both client and internal).
    • Communication plan draft (cadence, tools).
    • Risk register (known risks + mitigation).
  2. Store Kickoff Pack in Project Tool folder.

D. Resource Planning

  1. Identify delivery team roles required (e.g., Dev, QA, Design, PM).
  2. Confirm resource availability with HR/Resource Manager.
  3. Assign project team members in Project Tool.
  4. Set up collaboration spaces (Slack/Teams channel, Drive folder, Jira/Asana board).

E. Kickoff Meeting Scheduling

  1. Delivery Manager coordinates with client POC to schedule kickoff within 5 working days of deal closure.
  2. Send calendar invite with draft agenda:
    • Introductions
    • Recap of objectives
    • Scope & milestones
    • Communication norms
    • Next steps

5. Roles & Responsibilities

  • Delivery Manager: Owns kickoff preparation, creates Kickoff Pack, schedules meeting.
  • Pre-Sales Consultant: Validates technical feasibility and commitments.
  • Project Manager (if assigned): Prepares execution milestones and delivery plan.
  • Sales Rep: Supports context clarification, attends kickoff if needed.
  • Client Success Manager: Prepares engagement continuity plan.

6. Governance, Violations & Consequences

  • Kickoff must be scheduled within 5 working days of deal closure.
  • Missing Kickoff Pack → flagged in Delivery QA review.
  • Starting client kickoff without resource plan → escalated to Head of Delivery.

7. Review & Ownership

  • Document Owner: Head of Delivery.
  • Review Cycle: Quarterly or after major project onboarding.
  • Version Control: Kickoff Pack template maintained in Project Tool repository.