Service delivery managers need the skills that enable them to supervise client services, enforce policies and procedures and provide reports and service-level agreements among other tasks. The right service delivery manager training can help build necessary skills that ultimately enhance an organization's bottom line.
A service delivery manager assesses a client's needs and oversees the delivery of the appropriate services within a business context. Depending on the nature of the business, SDMs could be responsible for any number of the following:
- Establishing delivery processes: Setting up guidelines and procedures for service delivery. Processes are continually refined to ensure a great customer experience at every step.
- Supervising staff: Overseeing employees in different stages of the delivery process. The SDM is not necessarily the direct line manager of every employee but works to ensure service departments and teams of employees work together effectively.
- Managing customer expectations: Evaluating customer feedback and improving procedures accordingly. Additional research may be required to determine any gaps between customer satisfaction goals and service delivery.
- Creating cost-effective systems: Ensuring that processes are both efficient and cost effective.
- Building partnerships: Serving as a liaison between team leaders to determine and evaluate processes and develop solutions to any problems that may arise.
Service delivery managers should possess strong interpersonal and leadership skills. They should work well as part of a team. They should understand and have a passion for delivering excellent customer service.
Understanding the duties and ideal characteristics of a service delivery manager informs the development of service delivery courses. Training can include topics such as internal communications, creating customer satisfaction surveys, new employee orientation, ongoing training for long-term employees, streamlining procedures and service delivery management software applications.
Service delivery courses may be taught using various methods including lectures, tutorials, assignments and case study analysis. The training provider may also offer online training.
Employing an outside consultant to design or deliver training (or both) can provide a fresh perspective on service delivery management. Many colleges and universities offer customized training programs through workforce development programs. The Small Business Administration may also offer classes or consulting services in your area.
Online training gives employees the flexibility to study on their own schedules. Consider credit and noncredit courses offered by colleges and universities. Look into training offered through companies such as Learn@Forbes, Udemy, Cornerstone or Service Strategies.
Since designing your own online training can be time consuming, it may be more cost effective to use a ready-made online program with demonstrated success.
When completing training at an outside institution, attendees will likely receive a certificate that acknowledges their accomplishment. If offering in-house training, be sure to offer tangible recognition of successful course completion.
Service delivery manager certification enhances the value of instruction and is good for employee morale. You may want to associate certifications with stepped increases in pay and assigned responsibilities.
The benefits of SDM training include the attainment of recognized qualifications, a thorough understanding of service delivery management and the consolidation of current knowledge. Training boosts performance and can enhance future employment opportunities.
Successful completion of service delivery manager training is only part of the equation. Employees must apply their knowledge to everyday customer service demands.
Ongoing training is also important since it keeps employees up to date on the latest trends and developments in service delivery. Ongoing training lets employees know that the company values them and is willing to invest in their success.