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Please Note: You can book this course and hold it in credit until you have decided on a specific course date. Alternatively, please view our other course dates

Our 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.

Our IT Service Delivery Manager Workshop will also take you from understanding your customers need to actual service delivery and ongoing support. We will cover current 'Best Practice' frameworks and methodologies and also key communication and negotiation skills and techniques.

Our IT Service Delivery Manager Workshop will cover the following topics:

  • 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

Our IT Service Delivery Manager 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 our IT Service Delivery Manager Workshop extremely useful.

A full set of materials will be provided for our IT Service Delivery Manager Workshop including:

  • A Comprehensive Workshop Folder
  • Hand-Outs
  • Quick Reference Guides

There are no entry-level requirements for IT Service Delivery Manager Workshop, however an understanding of basic IT terminology and current IT Best Practice would be an advantage.

There is no recommended reading associated with our IT Service Delivery Manager Workshop.

There is no formal examination or certificate associated with our IT Service Delivery Manager Workshop.

No Exam
A Certificate Of Attendance will be sent to you via email after you have completed the training course

Our three-day ITIL® 4 Foundation training course is the starting point in your ITIL® 4 certification journey and is the prerequisite for the ITIL® 4 Managing Professional (MP) and ITIL® 4 Strategic Leader (SL) training courses.

Our ITIL® 4 Foundation training course is for anyone who needs to understand the key concepts of IT and digital service delivery, and who is interested in helping their organisation embrace the new service management culture.

Our IT Service Delivery Manager 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.

IT Service Delivery Manager Workshop FAQS

Joining Instructions for Purple Griffon training courses are sent the week before the course start date. First, your Account Manager will email to confirm your booking with you. Both, the materials and exam voucher will be emailed to you the week before the training course. Finally, the tutor will send the invitation to you directly and this will be via the MS Teams or Zoom platform.

Our IT Service Delivery Manager Workshop training course is delivered over two days.


IT Service Delivery Manager Workshop Course Dates

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Course Date

Course location

Now only £695 + VAT

Course date
Course Date

Course location

Now only £695 + VAT

Course date
Course Date

Course location

Now only £695 + VAT

Why Choose Us?

We Are Here To Help You Pass

All of our trainers have achieved exceptionally high delegate pass rates for accredited examinations for all our courses. We also offer complimentary pre and post-course support for any questions you may have.

We Are Flexible

We try and be as flexible as we can and accommodate your needs. We can swap delegates at any time with no charge. We can also create bespoke content should this be required.

We Are The Specialists

We specialise in IT Service and Project Management. All of our Trainers and Consultants have considerable years of hands-on experience in IT Service / Project Management, working across a wide number of industry sectors.

We Are Professionals

Our training, sales and admin staff are all professional, helpful, friendly and approachable. We believe in providing excellent customer service. You will always have a dedicated friendly Account Manager