VSHNeer Roles

Roles define who is responsible for what (or who) on a high level - A role definition isn’t the "How-To" (…​ be a Team Admin) instead it defines the duties and responsibilities, the duration, scope and boundaries between other roles.

  • Carrying a role includes the learning process to get into the role, teaching others in that role and sharing your knowledge and experience with other VSHNeers carrying the same role

  • Take your time to get into a role and do what needs to be done - some roles can take most of your time (which is okay).

Role assignement

A VSHNeer has a main role, for example: For techies this is usually the Engineer role. Additionally f.e. to develop you skills further you can start carrying other roles like Project Manager, Product Owner or Service Manager.

  • Some roles are bound to a team, e.g:

    • An Accountant or PeopleOps VSHNeer is most likely in Antares and not in a tech team

    • A Customer Success Manager is usually in the Sol team and not in a tech team

  • We also hire people to be Project Manager or Service Manger as their main roles

  • It might be necessary to push roles like the Service Manager (per customer) to team members

Roles are usually assigned on request. If there is an interest getting into a new main role or carrying an additional role this must be discussed with the team and other VSHNeers carrying the specific role. Ultimately the management decides about role assignements as it can have implications on the work contract.

Lifetime of a role

  • Some roles are permanent until further notice, for example: Team Admin

  • Other roles are temporary, e.g: Project Manger (ends with the project)

  • Some of the roles are "multi-instance," means you can be Project Manager (temporary) for more than one project or being the Service Manager for many customer (permanent).

Scope of a role

The scope of a role is explicitly defined. A VSHNeer having multiple roles is fine, but a role never implies having other roles or being responsible of other roles' duties.

  • When something is out-of-scope of a role, it doesn’t imply you don’t do those things, for example:

    • A Team Admin isn’t there to refine bad tickets, but when you are also the Service Manager for a customer you do refine tickets for your customer

    • On the other hand you don’t do ticket refinement for any customer of the team only because you are the Team Admin or the Service Manager for a specific customer

  • If you see something that needs attention but isn’t in the scope of your role(s) find and ping the correct person

  • When unclear at some point, whether something is in the scope of the role or not, discuss it in #orgdev chat channel and update the definition

Communication and co-operation between roles

role communication and cooperation