*NEW* IT Service Delivery Manager Workshop

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IT Service Design Training

Course Outline

Our experienced tutors will identify all of your individual learning objectives and ensure that they are addressed over the Workshop. The Workshop is based upon a set of generic SDM role, which will vary from organisation to organisation.

As a minimum these key topics that will be covered in our IT Service Delivery Manager Workshop:

Introduction

Domestics

Introductions

Exercise or a ‘sharing session’ about what the SDM role encompasses within the various delegates organisations

Course timetable

Who is the Customer?

What is a Service?

The Service Lifecycle

History of Service Delivery Management (where did it come from?)

Goals and Objectives of SDM

The role of the Service Delivery Manager

Scope of the role

Acting as a bridge between customer and operational delivery teams

Collaborating with senior management

Key Responsibilities (core) and other

Service Quality

End to end service

Value Chains and Value Networks

The Customers perspective

Business Value

Utility and Warranty of a service

Value for Money

Perceptions

Policies and Procedures

Escalation procedures

Governance (The importance of compliance)

What processes are involved in the SDM role

Service Level Management

SLAs and OLAs

Business Relationship Management

Incident Management

Problem Management

Change Management

Other process interfaces

Sales and Account Management

Supplier Management and Subcontractors

Financial Management

Skills and Competencies (the required skill set)

Customer Service Management

Building relationships

Sponsoring and managing meetings

Achieving SLA targets

Performance Management

Communication

Getting things done, and making things happen

Communicating across organisational boundaries – from engineers through to senior managers

Verbal communication

Written communication

Presentations

Monitoring

Service Reporting

Service Level Reports

Service Achievement Reports

Balanced Scorecards

‘At a glance’ and RAG reports

Automation

Negotiation

Positional and Principled negotiation

Influencing skills

Contracts and Agreements

The Internal Customer

The external Customer

Techniques and Methods

On-boarding new customers

Customer Satisfaction

Removing all obstacles to customer satisfaction and / or financial performance

Measuring satisfaction levels

Measuring perceptions

Complaints and complements

Complaint Handling

Working with operations teams to identify and manage service improvement activities

Opportunities, Challenges and Risks

Self Service opportunities and challenges

Continual Service Improvement

SIPs (Service Improvement Plans)

CSIP (Continual Service Improvement Plan)

The CSI process

The CSI Register

Continual Professional Development

The future of the SDM role

Your future

 

Course Introduction

 

The role of the Service Delivery Manager has been around for decades. Over this period with changes to technology and the way services are delivered, changing customer relationships and expectations the role has obviously grown in complexity and responsibility. Until now there has been little to no formal training for the Service Delivery Manager. The Service Delivery Manager Workshop was created to fill the needs of SDMs working in a wide range of organisations.

Our IT Service Delivery Manager Workshop is based upon a mixed set of generic SDM roles and responsibilities, which will obviously vary from organisation to organisation. The workshop is suitable for those working in Managed Service Providers with commercial customers and also those working in internal IT teams with internal and external customers, also not for profit organisations. The workshop covers all of the basic SDM skills and competencies plus all of the add-ons.

 

Course Description

Our 2-day facilitated IT Service Delivery Manager Workshop will cover all aspects of IT Service Delivery Management from how to get started to more advanced techniques to address ever growing challenges of ever increasing service complexity, breadth of integration and customer demand.

This Workshop will also take you from understanding your customers need to actual service delivery and on-going support. We will cover current ‘Best Practice’ frameworks and methodologies and also key communication and negotiation skills and techniques. We can also tailor the Workshop for individual organisational needs and run as an on-site training course.

About the Course

The Workshop will be fairly free flowing with lots of opportunity to discuss merits and challenges of being a Service Delivery

Manager and it is also an ideal opportunity to network with other Service Delivery Managers and share experiences.

Audience

The Workshop is suitable for anyone currently working as a Service Delivery Manager, supervising a number of Service Delivery Managers or anyone aspiring to move into a Service Delivery Manager role. Those wanting to improve their general SDM skills and capabilities will also find this 2 day Workshop extremely useful.

Prerequisites

There are no prerequisites required to attend this workshop, however an understanding of basic IT terminology and current IT ‘Best Practice’ would be an advantage.

Prereading

There is currently no pre-reading required to attend this Workshop

Materials

A full set of materials will be provided for this workshop including:

A comprehensive Workshop folder

Hand-outs

Quick reference guides

Pen with highlighter

 

Individual Benefits

 An improved understanding of your role as a Service Delivery Manager

Increased effectiveness in your role

Improved career progression and salary prospects

Reduced stress levels

 

Organisational Benefits

 More effective Service Delivery Managers

Improved Customer satisfaction

Increase Customer focus

Improved IT and Business alignment

Clear accountability

Improved financial accountability

 

Exam Overview

 There is currently no exam associated with this Workshop

Credits

 No PDUs or Credits are currently applied to attendance of the Service Delivery Manager Workshop.

Next Steps

If attending this Service Delivery Manager Workshop has sparked your interest in formal training we can suggest you attend:

The BCS Specialist Certificate In Business Relationship Management

Summary

 This 2-day Service Delivery Manager Workshop will equip you with the core skills and competencies and confidence to become an effective and efficient Service Delivery Manager.

Duration: 2 Days

Cost: £595 + VAT

 

IT Service Design Training Scotland, Inverness, Glasgow, Edinburgh, Aberdeen and onsite course available throughout the UK.

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