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Service Delivery Managers sit at the point where customers, suppliers and delivery teams meet. They are usually experts in the service, but are often given the leadership side of the role with little preparation.
Leadership for Service Delivery Managers is a one-day, practical workshop that focuses on that leadership side: leading and motivating a team you may not directly manage, handling difficult conversations with customers and suppliers, influencing without authority, and using service data to drive decisions and improvement rather than just to report.
The day is built around realistic service scenarios, so delegates practise the conversations and decisions they face in their own roles, and leave with a personal action plan.
By the end of this workshop, delegates will be able to:
– Describe the leadership responsibilities of a Service Delivery Manager and how they differ from day-to-day management
– Apply practical techniques to lead and motivate teams, including those they do not line-manage
– Influence customers, suppliers and internal teams without relying on formal authority
– Plan and handle difficult conversations, including service failures and escalations
– Use service performance data to tell a clear story and drive improvement decisions
– Build a personal leadership development plan
This workshop is designed for:
– Service Delivery Managers and Service Managers
– Account and client service managers in managed service providers
– Team leaders stepping into service delivery roles
– Senior analysts and practice owners preparing for a leadership role
There are no formal prerequisites. Delegates should be in, or moving into, a service delivery or service management role. A working knowledge of IT service management (for example ITIL® Foundation) is helpful but not required.
There is no examination. Delegates receive a BrightOak Certificate of Attendance on completion.
Provided as part of the workshop:
– Delegate workbook with scenarios and leadership tools
– Workshop slides (digital)
– Personal action plan template
– BrightOak Certificate of Attendance
– IT Service Management Essentials for Leaders (BRI-ITSM-LDR)
– ITIL® (Version 5) Foundation – for a formal ITSM grounding
– ITIL® (Version 5) Strategy – for those moving into strategic service roles
POA
Leadership for Service Delivery Managers is for people who are responsible for how a service is delivered to customers, and who want to lead their teams, customers and suppliers with more confidence and impact.
Get in touch to talk about arranging a private Leadership for Service Delivery Managers course for your organisation.
Fill out the form below, and we will be in touch shortly.
We will never pack a course.
The maximum learners on our public courses will be 10.
We will run the course even with as few as 2 (and we can run it with just 1 for a slight premium).
Here’s the schedule of courses coming up:
| Date | Duration | Delivery | Location | Spaces |
|---|---|---|---|---|
| None currently scheduled | ||||
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