SOP-OPS-002: Cross-Team Handoff Workflow

Document owner: Operations Manager
Effective date: 2026-07-01
Version: 1.1

1. Purpose

Provide a repeatable handoff from request intake through execution and final confirmation when more than one role is involved.

2. Scope

Covers intake, triage, execution, review, and closure for internal service requests.

3. Procedure

3.1 Intake

1. Open the request in the intake queue.
2. Confirm requester, deadline, and desired outcome.
3. Tag the request with priority: Low, Medium, or High.

3.2 Triage

1. Assign an executor based on skill and capacity.
2. If High priority and no capacity exists, escalate to the operations manager within 30 minutes.
3. Confirm the assignee acknowledges ownership in the ticket.

3.3 Execution

1. Complete the requested work using linked work instructions.
2. Capture blockers immediately in the ticket comments.
3. Attach evidence of completion (screenshot, export, or confirmation ID).

3.4 Review and close

1. Reviewer verifies acceptance criteria.
2. If rejected, return to the executor with one clear remediation note.
3. If approved, close the ticket and notify the requester.

4. Decision points

• Missing information: Pause and request details before triage.
• Policy conflict: Escalate to process owner before continuing.
• Customer-facing impact: Notify support lead before closure.

5. Done looks like

The request is closed, evidence is attached, and the requester has confirmation of the outcome.