Admin
Maintains organization, users and access configuration.
Can
- Manage Organizations, team members, Users
- View Clients, Engagements, operation receipts
- IT Services PSA
- Roles and access
Who can do what in IT Services PSA
Assign client, delivery, billing and review work to named people.
How permissions work
Client ownership
Account Manager maintains client details and proposed engagement scope.
Delivery ownership
Engagement Manager checks work linked to an engagement; Consultant records their own delivery.
Billing ownership
Billing Specialist follows approved milestones and payment records.
Review
Delivery Director inspects value, capacity and milestone readiness.
Who can do what
| Role | Clients and engagements | Service delivery | Time and expenses | Milestones and billing | Payments and collections | Team and margin |
|---|---|---|---|---|---|---|
| Admin | Edit | View | View | View | View | Edit |
| Account Manager | Edit | Edit | Edit | Edit | View | Edit |
| Engagement Manager | Edit | Edit | Edit | Edit | View | Edit |
| Consultant | View | Edit | Edit | View | — | View |
| Billing Specialist | View | View | View | Edit | Edit | View |
| Delivery Director | View | Edit | View | View | View | View |
Each role in detail
Account Manager
Owns client details and the commercial engagement proposal.
Can
- Manage Clients, Engagements
- View service entries, service milestones, milestone payments
Starts on: Proposed Engagements
Engagement Manager
Coordinates delivery, reviews service exceptions and prepares milestones.
Can
- Manage Engagements, service entries, service milestones, record attachments
- View time entries, Expenses, review decisions, operation receipts
Starts on: Timesheets Awaiting Approval
Consultant
Records their delivered service, hours and reimbursable costs.
Can
- Manage service entries, time entries, Expenses
- View Engagements, service milestones
Starts on: Rejected Service Entries
Billing Specialist
Reviews approved milestones, invoice details and payment status.
Can
- Manage service milestones, milestone payments
- View Engagements, service entries, operation receipts
Starts on: Payments Overdue Or Disputed
Delivery Director
Reviews capacity, delivery value and financial outcomes across engagements.
Can
- Manage review decisions
- View Organizations, team members, Clients, Engagements, service entries, service milestones, milestone payments, operation receipts
Starts on: Expenses Awaiting Approval
Set up IT Services PSA your way.
Start free, then use Proto to change fields, steps and approvals before your team goes live.