Effective Service Delivery Management for Managers Course

Delivering services of high quality is an important pursuit for service providers that seek to create and provide value to their customers. Through the provision of high levels of service quality, companies can achieve increased customer satisfaction, loyalty and therefore long-term profitability.

This program is designed to help executives better appreciate the art of service excellence and learn how to improve the quality of service delivered to customers.  The programme helps you identify the key service elements necessary to deploy as backup service recovery contingencies for staff and support teams better to ultimately improve the quality of service delivered to all stakeholders.

Day One

Introduction

Emerging definition of who is the Customer?

• What is Service relative to the customer?
• 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

Day Two

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

Day Three

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

Day Four

Service Reporting

• Service Level Reports
• Service Achievement Reports
• Balanced Scorecards
• ‘At a glance’ and RAG reports
• Automation
• 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

Day Five

Continual Service Improvement

• SIPs (Service Improvement Plans)
• CSIP (Continual Service Improvement Plan)
• The CSI processes
• The CSI Register
• Continual Professional Development
• The future of the SDM role