Recover delivery.
Scale services.
Put AI to work where it can be checked.
I write Delivery, after AI, on how delivery, customer success and professional services organisations change under AI, drawing on 20+ years running them in regulated financial services.
Mirko Grewing is a Delivery, Customer Success and Professional Services executive with 20+ years in B2B technology, including 10+ years at Backbase leading delivery for tier-1 banks.
The four areas I work in.
Executive stakeholder governance
Running the executive side of delivery: board reporting, escalation and decision rights.
- Steering committee design
- Account escalation
- Customer trust recovery
Delivery recovery
Bringing red programmes back to predictable delivery without losing the trust of the customer or the team.
- Stabilisation in the first 30 days
- Scope & expectation reset
- Evidence-based escalation
CS & PS operating models
Designing Customer Success and Professional Services organisations that grow without losing margin or quality.
- Capacity & utilisation
- Services margin
- Customer adoption & renewals support
- Presales / SOW alignment
AI-enabled delivery
Using AI on requirements, backlog readiness, documentation and reuse, with a named person accountable for every output that reaches a customer.
- Backlog readiness checks
- Acceptance criteria quality
- Review design and sign-off
20+ years of enterprise delivery, 10+ of them at Backbase.
Figures from roles I have held. Client names are withheld.
Regulated enterprise delivery
Led delivery for 30+ tier-1 banks and wealth institutions on regulated enterprise SaaS programmes.
Portfolio and team scale
Responsible for portfolios above €20M and delivery budgets above €12M, with teams of 120+ people across EMEA, India and LATAM.
Recovery and services scale
Brought red programmes back by resetting scope, cost, timeline and governance, and grew UK & Ireland delivery from £2M to £6M.
How I use AI in delivery.
I build and run these workflows myself. Every output that reaches a customer has a named person accountable for it, and review capacity is planned like any other scarce resource.
Requirements discovery
Gaps found before kickoff instead of in sprint 4.
Backlog readiness
Definition-of-ready checks before teams commit to shaky scope.
Acceptance criteria quality
Drafted against negative paths and regulatory constraints, then challenged by a named reviewer.
Delivery planning
Dependency mapping, RAID seeding and re-baseline scenarios, with the programme manager making the call.
Governance reporting
Steering decks, executive summaries and RAID updates drafted from delivery data, with every figure traced to its source.
Review design
Automated checks on everything, a named reviewer where the output is consequential, and a measured rate at which reviewers change what the AI drafted.
AI produces drafts. The delivery lead and the account owner still decide what ships.
When delivery goes red.
The six stages I work through on a recovery, in order.
Stabilise
Stop the drift. Re-establish a single source of truth.
Diagnose
Read RAID, dependencies, customer signals, and team load.
Re-baseline
Reset scope, plan, and expectations with evidence.
Govern
Install the executive layer: steering, decision rights, escalation.
Recover trust
Repair the customer relationship through evidence and cadence.
Institutionalise
Lift lessons into the operating model so the pattern does not repeat.
Selected evidence, anonymised.
Four representative engagements. Customer names are removed; the situation, intervention and outcome come from the work.
Strategic banking programme recovery
Programme recoveryScaling UK & Ireland delivery operations
Services scalingAI-enabled delivery operating system
AI-enabled executionCross-region services governance
Operating model scaleDelivery, after AI.
Every two weeks, field notes on how delivery, customer success and professional services organisations change under AI, written from regulated industries.
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