Accountability Chart
The Accountability Chart maps each organizational seat to its responsibilities and who fills it. It's maintained in the Unicis internal system and reviewed quarterly.
→ View Full Accountability Chart (Internal)
SMS & ISMS Role Assignments (October 2026)
As Unicis pursues ISO 20000-1:2018 (Service Management System) and ISO 27001:2022 (Information Security Management System) certification, the following role assignments are effective:
| Seat | SMS Role (ISO 20000-1) | ISMS Role (ISO 27001) | Responsibility |
|---|---|---|---|
| CEO (Predrag) | SMS Sponsor / Service Strategy Owner | ISMS Sponsor / Information Security Policy Approval | Oversees both systems; approves policies and budgets; reviews metrics quarterly |
| CTO (Peter) | Service Delivery Owner, Incident Response Lead | Information Security Implementation, Technical Controls Lead | Technical lead for service reliability and security; manages incidents, vulnerabilities, deployments |
| Operations (Alexander) | Support Manager, Change Management Owner | Access Control Manager, Incident Escalation Lead | Operational responsibilities for service delivery; manages user provisioning and support escalation |
| Marketing (Ksenija) | Communications & Stakeholder Updates Lead | Security Awareness & Training Lead | Supports communications around service updates and security awareness training |
What These Roles Mean
SMS (Service Management System) Roles
Per ISO 20000-1:2018, the SMS requires:
- SMS Sponsor (Predrag) — Owns the SMS as a whole; ensures it delivers value and gets resources
- Service Delivery Owner (Peter) — Accountable for incident response, problem management, capacity planning, deployment success
- Support Manager (Alexander) — Owns customer support interactions; escalates critical issues; manages response SLAs
- Communications (Ksenija) — Communicates service updates and SLA performance to stakeholders
Related Metrics: Scorecard #6, #11, #12, #14 (uptime, incident response, patches, deployments)
ISMS (Information Security Management System) Roles
Per ISO 27001:2022, the ISMS requires:
- ISMS Sponsor (Predrag) — Owns information security direction; approves policies; allocates security budget
- Information Security Implementation (Peter) — Implements technical security controls; manages vulnerabilities; leads incident investigation
- Access Control Manager (Alexander) — Manages user access requests, approvals, and deprovisioning; tracks access control compliance
- Security Awareness Lead (Ksenija) — Delivers security training and awareness to team
Related Metrics: Scorecard #9, #12, #13 (security alerts, patch deployment, access provisioning)
How These Roles Support Commitments
| Commitment | Owner | How It's Measured |
|---|---|---|
| 99% Platform Uptime | Peter (Service Delivery) | Scorecard #6 — Real-time uptime % |
| 2-hour P1 Response | Peter + Alexander (Incident Response) | Scorecard #11 — Avg response time |
| 8-hour P2 Response | Alexander (Support Manager) | Scorecard — Avg response time |
| 7-day Patch Deployment | Peter (Security Implementation) | Scorecard #12 — Days to deploy |
| 1-day Access Provisioning | Alexander (Access Control) | Scorecard #13 — Days to provision |
| 99% Deployment Success | Peter (Service Delivery) | Scorecard #14 — Success % |
See Service Performance Scorecard for real-time performance.
Related Documentation
Standards & Certifications:
- ISO 20000-1:2018 Overview — Service Management System
- ISO 27001:2022 Overview — Information Security Management System
- Information Security Policy — Security commitment details
- Service Strategy & Commitments — Service delivery commitments
Performance & Governance:
- Scorecard — Real-time role metrics and targets
- Quarterly Planning & Reviews — How roles review performance
- Risk Assessment Framework — How roles manage risks
Policies & Procedures:
- Document Control Procedure — How policies are approved and maintained
- IT Security Policy — Detailed security procedures
Quarterly Accountability Review
Each quarter (Q1/Q2/Q3/Q4), role owners review:
- Their assigned metrics on Scorecard
- Performance against Service Strategy commitments
- Changes needed for ISO 20000-1 or ISO 27001 compliance
- Updates to the Full Accountability Chart (internal)
Results are discussed in Quarterly Planning Sessions.
Last reviewed: October 2026 — next review: Q4 2026 (SMS/ISMS roles added)