Service Delivery Manager

As IT becomes more service-driven, the demand for skilled Service Delivery Managers continues to rise. Whether you are an experienced professional looking to advance your career or just starting in Service Delivery Management, our certifications can equip you with the knowledge and tools to stand out in any industry. Discover the certification in line with your goals!

The Service Delivery Manager is accountable for ensuring that services are delivered effectively, efficiently, and in alignment with business objectives and customer expectations. He/she is the professional (internal or external to the organisation) assigned to oversee the quality, performance, and continuous improvement of service delivery.
The most Important
Competences:
Technical Competences of Service Delivery Management These are fundamental skills required to excel in this role, in addition to which there are also technical skills related to the industry in which the organisation operates.
Leadership Competences These are essential to effectively manage teams, engage with stakeholders and ensure a seamless service experience.
Strategic and Business Management Competences A deep understanding of business goals and service strategy enable the Service Delivery Manager to align service delivery with organisational objectives and drive continuous improvement.
The Training
we Recommend
ITIL Foundation ITIL® is the most widely accepted approach to IT Service Management in the world. ITIL provides a structured approach to delivering IT services effectively and efficiently while aligning them with business needs. Discover more
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Recommended for - Professionals looking to build a strong foundation in IT Service Management (ITSM)

- Professionals aiming to align their service delivery approach with globally recognised ITSM standards
What it offers Clear guidelines for designing, delivering, supporting and improving IT services Tools and processes to proactively identify risks and manage incidents Consistency in service delivery processes across the organisation
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ITIL Managing Professionals ITIL® Managing Professional (ITIL MP) is one of the three paths you can follow once you obtain the ITIL Foundation certification. It provides practical and technical knowledge about how to run successful IT-enabled services, teams and workflows. Among the ITIL Managing Professionals modules, the most relevant for a Service Delivery Manager are ITIL Create, Deliver & Support and ITIL Direct, Plan & Improve. Discover more
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Recommended for - IT practitioners working within technology and digital teams across businesses

- Professionals managing end-to-end service delivery

- Managers of all levels involved in shaping direction and strategy or developing a continually improving team

If you are a mid-level professional or you work in a specific area like operations, transition or customer experience, these modules allow you to specialise based on your role's focus.
What it offers Practical and technical knowledge on running successful IT-enabled services, teams and workflows Guidance on managing change, risk and compliance to ensure long-term service stability and growth Strategic planning and continuous improvement to align IT services with business objectives
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Lean IT Lean IT applies Lean principles in an IT environment. It helps IT organisations to ensure that they provide their customers with the best possible services. Contact us for more info
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Recommended for - Service Delivery Managers aiming to improve IT service efficiency and customer value

- Professionals working in IT operations, service management or digital transformation

- Service Delivery Managers looking to eliminate inefficiencies and drive continuous improvement in service delivery
What it offers Optimised IT service processes, reduced waste and increased efficiency Enhanced service customer value by improving service responsiveness and quality Continuous improvement by helping teams adapt to changing business needs
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PMP Service delivery often involves managing projects. PMP® is a known Project Management certification standard. PMP can provide a deep understanding of planning, executing, and delivering projects within scope, budget, and time. Discover more
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Recommended for - Senior Service Delivery Managers managing complex, multi-stakeholder service delivery projects

- Professionals looking to enhance project management skills and align service delivery with business goals

Experience in Project Management is required to take the examination.
What it offers A broad set of tools and techniques to plan, execute and deliver projects Emphasis on leadership, strategic alignment and stakeholder management to drive business outcomes Enhanced professional credibility and career growth opportunities in service and project management
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PRINCE2 PRINCE2® is a structured method for the effective and efficient management of projects. PRINCE2 is particularly useful for Service Delivery Managers who need a structured yet flexible method to manage service-related projects. Discover more
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Recommended for - Service Delivery Managers who need a method to manage service transitions and improvements

- Professionals working in organisations with dynamic service delivery models or strict compliance requirements
What it offers Ability to break down service delivery outputs into manageable stages, ensuring controlled, efficient execution Aligned service delivery with business objectives, helping operational and strategic goals to meet
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SAFe SAFe® is an agile management framework. SAFe is highly relevant for Service Delivery Managers working in Agile-driven environments, helping to streamline processes, improve team collaboration, and deliver continuous value. Discover more
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Recommended for - Service Delivery Managers working in large-scale, Agile-driven organisations

- Professionals involved in digital transformation or managing Agile at scale

- Professionals looking to align multiple teams and streamline service delivery through Agile principles and practices
What it offers Focus on lean principles and programme execution, optimised service delivery and reduced inefficiencies Coordinated cross-team dependencies, ensuring smooth operations and improved outcomes across large-scale Agile environments
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TOGAF The TOGAF® Standard is a proven Enterprise Architecture methodology and framework. TOGAF enhances the ability to plan, communicate, and deliver scalable, resilient, and future-ready IT services, while fostering collaboration across business and IT teams. Discover more
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Recommended for - IT Service Delivery Managers involved in aligning IT services with enterprise-wide strategic goals

- Organisations undergoing digital transformation or large-scale IT changes, where aligning technology with business strategy is crucial
What it offers A robust framework for designing and implementing enterprise architecture, ensuring that IT systems and services support business objectives Especially valuable in complex, multi-stakeholder environments, helping to streamline collaboration between business and IT teams
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COBIT COBIT® is a framework for the enterprise governance and management of information and technology (I&T). COBIT focuses on the governance and management of enterprise IT, ensuring alignment between IT services and business objectives. Discover more
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Recommended for - Service Delivery Managers working in IT governance, compliance and business alignment

- Senior Service Delivery Managers responsible for balancing performance, compliance and stakeholder expectations

- Professionals in highly regulated industries such as finance, healthcare and government, where governance and risk management are critical
What it offers A comprehensive framework for managing and governing enterprise IT, ensuring IT services align with organisational goals Enhanced decision-making capabilities for managing IT resources, defining governance structures, and ensuring compliance Stronger risk management and regulatory adherence, helping organisations meet business and legal requirements effectively
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DevOps DevOps is a dynamic and ever-improving set of practices that promotes collaboration between development and operations, crucial for modern service delivery. It helps streamline processes, reduce silos, and improve incident response, making it crucial for IT service management. If you're already strong in ITSM, branching into DevOps can diversify your expertise. Discover more
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Recommended for - Service Delivery Managers in organisations that prioritise collaboration between development and operations

- Professionals looking to diversify their IT Service Management expertise by incorporating Agile and automation-driven practices

- Service Delivery Managers aiming to enhance service speed, quality and resilience through continuous integration and deployment
What it offers Stronger cross-team collaboration, improving efficiency and reducing bottlenecks in service delivery Enhanced incident response and service reliability through automation and continuous feedback loops Faster, higher-quality service delivery, aligning ITSM with modern Agile and DevOps principles
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Questions & Answers
Do I receive a certificate at the end of the course?
Yes, if you pass the official examination. All our courses include the certification exam.* Once you have passed the exam, you will receive an official certification.
*except for the PMP course, for which the exam must be booked directly with PMI.
Are the courses online or on-site?
We offer on-site classroom in Luxembourg and virtual courses, with a live trainer. For some courses, such as ITIL Foundation, ITIL CDS and PRINCE2, we also offer E-learning.
What kind of support do you offer?
Our team supports you in every step: from course selection, organisation and delivery to post-course support.
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