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The Effective Service Delivery Manager

Delivering public sector service is unique in its requirements to balance public expectations while maintaining fiscal responsibility. The Institute for Citizen-Centred Service, a centre of excellence for knowledge, collaboration and innovation in public sector service delivery, has developed the Certified Service Manager Body of Knowledge (CSM BoK) in order to:

  • Establish a common language and consistent standard of excellence within the service delivery community
  • Professionalize the service delivery practice
  • Encourage the use of the citizen-centred approach

In this interactive workshop, participants will learn the competencies required of an effective service delivery manager, how to engage employees and build a culture of service in their organization.

Who should attend?

  • Public Servants
  • Service Managers
  • Front line Leaders
  • Anyone interested in learning about managing service delivery

Learning Objectives:

  • Identify essential service delivery manager competencies
  • Explain the difference between service management and service leadership
  • Engage employees to build a strong service culture

Duration: 1 day (6 hours)