I have a situation here with a manager (he and me report to the same person) who is responsible for certain aspects with a customer (he is sales, i am a technical team lead).
More often than not in the recent months he claims (and insists) that something is settled with the customer, and I later find out that it is not. I do so because I am on-site at the customer, and he isn't and the customer holds me responsible. An typical example is that when new people are added to the team, it would be his responsibility to do the necessary agreements about starting dates and permissions to work on-site with the customer, but we now have the 4th or 5th occasion when the new person arrives without doing so.
It starts to impact the customers image of my employer negatively and affect my time severly (additionally to dealing with something which was his job, I have to do so unprepared, immediately, and very often take additional steps).
My options are to
- throw him actively under the bus (I have a good relationship with the customer),
- sit tight and plainly not solve anything (e.g. sending back people who he did not register),
- trying to take over responsibilities from him.
What is recommended here?
Clarification: I already talked to our common boss, with moderate success: Our boss sees the problem, talked to the manager, but the actual behavior of the manager did not change so much in my opinion. The communicated responsibilities are complicated due to the fact that the manager never introduced himself formally to the persons he should be corresponding with.