IT Service Delivery Manager Workshop

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.

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.