IT Service Delivery Manager

Course Overview

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 Course was created to fill the needs of SDMs working in a wide range of organizations. The course is based upon a mixed set of generic SDM roles and responsibilities, which will obviously vary from organization to organization. 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 organizations. The workshop covers all of the basic SDM skills and competencies plus all of the add-ons.

Course Objectives

By the end of the course the participants will be able to know about:

  • Who is the Customer? What is Service
  • The Service Lifecycle
  • History of Service Delivery Management (where did it come from?)
  • The role and responsibilities of the Service Delivery Manager

Course Content

  • Introduction
    • Domestics
    • Introductions
    • Exercise or a ‘sharing session’ about what the SDM role encompasses within the various delegates organizations
    • 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 organizational 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 Methodology

The training is going to be highly interactive combination of lectures, group discussions, questionnaires, individual reflections, role plays, simulations and videos.

Target Audience

The Course 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 course extremely useful.


2 Days (08:30–14:30) with appropriate breaks for tea/refreshments and lunch.

Related Courses

View All Courses