Delivery Behavior

About the Facilitator

Shreyas Phatak is a delivery excellence consultant, behavioral capability specialist and creator of Delivery Behavior Excellence (DBE), with 30+ years of experience across enterprise delivery, capability development, coaching and transformation. He has led large delivery teams, managed global client engagements, and developed capability for 350+ employees through structured training, assessment and enablement. His facilitation style is practical, discussion-led and grounded in real workplace situations rather than theory-heavy instruction. Shreyas combines systems thinking, behavioral insight and delivery experience to help professionals and managers improve judgment, ownership, stakeholder handling, communication and sustainable performance. He has also designed and delivered workplace well-being interventions and coached professionals in performance, career development and self-management. His experience includes leading a 70+ member program, facilitating learning across varied professional audiences, and working with international clients and multicultural teams. His approach emphasizes practical tools, reflection, scenario practice and application to real work situations.

Program Overview

Delivery Behavior Excellence (DBE) helps IT services organizations reduce avoidable delivery escalation by strengthening the behaviors that sit behind the dashboards, processes and governance mechanisms they already have. It helps teams read customer–delivery pressure earlier, improve ownership and preventive action, communicate risks and decisions more clearly, and contain and repair issues when urgency still breaks through. The intended outcomes are practical: fewer late surprises, less avoidable escalation and customer chasing, clearer ownership and decision-ready updates, stronger coordination across delivery and account functions, better recovery after difficult situations, and earlier visibility of people and continuity risk. DBE is designed for project and delivery managers, delivery leads, account and sales leadership, customer-success teams, Quality/PMO/Delivery Excellence functions, commercial stakeholders, people managers and experienced contributors who influence delivery outcomes. It is particularly relevant where organizations experience repeated chasing, late risk visibility, fragmented updates, unclear ownership, defensive escalation, recurring quality or customer-confidence issues, commercial tension, or sustained pressure affecting team continuity. Most organizations already have dashboards, RAID logs, QBRs, SteerCos, RCA/CAPA, customer feedback and other delivery controls. DBE addresses a different gap: how people interpret early signals and respond when delivery-side conditions and customer-side pressures meet. It does not jump from a business signal straight to training. It first examines the relevant pressure system, identifies the behavior gap, and distinguishes trainable capability from structural or management issues that require other action. DBE is prevention-first and recovery-capable. Before problems become urgent, the emphasis is on early warning, ownership, expectation discipline, stakeholder communication and sustainable execution. When urgency breaks through, DBE simplifies the operating standard so people can stabilize, clarify, own, communicate, decide and follow through. After a difficult event, it supports trust repair, closure, behavioral learning and stronger prevention for the future. DBE is not another dashboard and not generic soft-skills training. Participants work with realistic delivery situations, contextualized scenarios, guided practice and simple workplace aids. Depending on the issue, they may take back practical outputs such as clean stakeholder updates, risk-visibility responses, executive governance updates, trust-repair plans, commercial recovery paths and behavioral-retrospective actions. Organizations start with the visible business signal or recurring pain, understand the surrounding pressure context, identify the behavior gap and select only the capabilities needed by the people who can influence the issue. DBE can begin with a focused pilot and scale into foundation, role-based or broader organizational capability pathways—based on evidence, not attendance alone.

Modules Covered

Key Benefits

Who Can Attend

Project and Delivery Managers, Delivery Leads, experienced individual contributors, Account and Sales leaders, Customer Success professionals, Quality/PMO/Delivery Excellence teams, Finance/Commercial stakeholders, and People Managers/HR who influence delivery outcomes, customer relationships, governance, risk, recovery or team continuity. It is also suitable for first-time managers who are beginning to take responsibility for delivery and stakeholder outcomes. Participants should ideally have some exposure to real project, delivery, customer, governance or cross-functional situations. DBE is role- and context-driven rather than seniority-driven; no fixed managerial tenure is required. Cohorts can be configured for specific role families so that scenarios and practice reflect the pressures they actually face.

Key Outcomes

Program Highlights