Download Our FREE Software Asset Management (SAM) Terminology PDF To Learn Software Asset Management (SAM) Terms & Definitions! Learn more

IT Service Delivery Manager Workshop Training Course

Gain The Key Skills And Competencies Of A Service Delivery Manager


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 two-day 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.

Our free ten-question Service Delivery Manager Quiz will test your knowledge of Service Delivery Manager Best Practices.

Pay Later With Knoma

Why pay later?
  • Spread the cost of your training course
  • Choose a flexible repayment schedule up to 12 months
  • No interest, and no fees
Am I eligible?
  • Must be a UK resident
  • Must be 18+ years old
  • Must have a UK bank account

Please Note: All training courses purchased with Knoma will be at full RRP and no discounts can be applied.

Check your options in 30 seconds

Use this quick Eligibility Checker to see your likelihood of being approved for a loan with Knoma, without any damage to your credit score.

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.
Exam Not Included
2 Days
£595Excl. VAT

Course Syllabus

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

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

• 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

Learning Outcomes

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.

This 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. We can also tailor our IT Service Delivery Manager Workshop for individual organisational needs and run it as an on-site training course.

Who Should Attend

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.

What's Included

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

Entry-Level Requirements

There are no prerequisites required to attend our IT Service Delivery Manager Workshop, however an understanding of basic IT terminology and current IT 'Best Practice' would be an advantage.

Recommended Reading

There is currently no pre-reading required to attend our IT Service Delivery Manager Workshop.

Exam Information

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

Exam Type

No Exam


There are no formal certifications awarded upon completion of our IT Service Delivery Manager Workshop.

What's Next

Purple Griffon has created a series of free one-hour overviews for each ITIL® 4 training course, which explains what the training course covers and provides insight into the format and content.

If you are already certified in ITIL® V3 but haven't transitioned yet, our videos may give you extra motivation to update to the new certification level.

ITIL® 4 Foundation Webinar
ITIL® 4 Managing Professional Transition Module Webinar
ITIL® 4 Specialist: Create, Deliver & Support Webinar
ITIL® 4 Specialist: Drive Stakeholder Value Webinar
ITIL® 4 Strategist: Direct, Plan & Improve Webinar
ITIL® 4 Specialist: High Velocity IT Webinar
ITIL® 4 Leader: Digital & IT Strategy Webinar

Additional Information

Our IT Service Delivery Manager Workshop will equip you with the core skills and competencies and confidence to become an effective and efficient Service Delivery Manager.

Frequently Asked Questions

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.

IT Service Delivery Manager Workshop Course Dates

Course Filter

DD/MM/YYY - e.g. 31/12/2015
Showing 1 to 2 of 2 Total Course Dates.
Course Date

IT Service Delivery Manager Workshop

Virtual Classroom
Course Date

IT Service Delivery Manager Workshop

Virtual Classroom
Scroll Table to View Content