Service Delivery Management People

This course will give you an overview of the people management skills required in
Service Delivery Management (SDM).
Elements of SDM
People, Operations, Financials and Stakeholders are the four pillars of SDM.

For smooth operations, all of these have to be in a balance. All the pillars are
interconnected and are required for others to sustain.
Soft skills required for SDM.
1) Communication skills(Written, Verbal, Tracking
2) Customer centric values and Business skills
Team management and team playing skills.
3) Decision-Making and Analytical skills.
Co-relation skills.
4) Skill and Knowledge Management.
Time Management and Prioritizing Skills
5) Leadership and Ownership Skills.
Maturity in knowing when to ask for help.

and Closing Loops)

People Resources
The guidelines for managing team better, are as follows:
1)
2)
3)
4)
5)

Understanding the business priorities and enabling IT to add business value.

Building strong, synergistic, motivated and committed virtual teams.
Utilizing IT automation and knowledge management tools.
Attracting, developing and retaining skilled and talented IT operations staff.
Creating a team which has innovation rooted as its core.

Growing People Resources

Strategies for managing people resources at the different stages of their tenure.
Induction:
1) First level training.
2) Gap Analysis and Action Plan.
3) Plugging Gaps.
4) Feedback from New-joinee.
On-boarding to a project

1)
2)
3)
4)

Multi skilling.
Job Rotation Plan to minimize attrition
Team Bonding Activities.
Training and Development.

Exit of a Team Member

1) Feedback from a person leaving the system.

Introduction to Leadership
Leadership Methods
Let us look at the various aspects of Leadership and Management
Leadership
Produces change and movement
1. Establishes direction
a) Creates a vision
b) Clarifies the big picture.
c) Sets strategies.
2. Aligns People
a) Communicates goals
b) Seeks commitment
c) Builds teams, coalitions and alliances.

3. Motivates and Inspires

a) Energizes
b) Empowers subordinates and colleagues
c) Satisfies unmet needs

Management
Produces order and consistency
1) Planning and budgeting
a) Establishes agendas
b) Sets timetable
c) Allocates resources
2) Organizing and staffing
a) Provides structure
b) Make job placements
c) Establish rules and procedures.
3) Controlling and problem solving
a) Develop incentives
b) Generate creative solutions
c) Take corrective actions

The table below lists the responsibilities of Managers as compared to Leaders.

Managers
Focus on things
Do things right
Plan
Organize
Direct
Control
Follow the rules

Common Activities
Planning
Organizing
Directing
Controlling

Types of Leadership
1)
2)
3)
4)
5)
6)
7)

Leader
Leader
Leader
Leader
Leader
Leader
Leader

by the position achieved.

by personality charisma
by moral example
by power held
by virtue of intellect
because of ability to accomplish things
based on situation.

Leaders
Focus on people
Do the right things
Inspire
Influence
Motivate
Build
Shape Entities
Think and act long term
Have and propagate vision
and act pro-actively
Instill and encourage
thought leadership

Leadership Methods
Delegating
Low
relationship/low
task
Responsibility
Willing employees

Participating
High
relationship/low
task
Decisions
facilitated
Able but unwilling
employees

Team motivation
Strategies for team motivation

Selling
High task/high
relationship

Telling
High task/Low
relationship

Decisions
explained
Willing but unable
employees

Instruction
provided
Close supervision

Motivation: The Four Key Drivers

1) Set Realistic Goals
In order to keep the team motivated, the management needs to keep the
following in mind:
It is important to get input and agreement from team members about the
work load, at the
beginning of a new project, while formulating the plan.
It is advisable to ensure that none of the team members are stuck with
work that suddenly appeared on the timeline without their input.
2) Measure Performance
In order to keep the team motivated, the management needs to keep the
following in mind:
A tool that measures and tracks performance should be introduced
The tool should be able to help the team understand how they are doing
against the baseline of what was planned, whether they are on track and if
they are not, how they can get back
The tool should also help to determine what kind of support or resources
the team might need in order to get back on track, like additional training,
expertise on handling issues.
3) Celebrate Success
In order to keep the team motivated, the management needs to keep the
following in mind:

 Success should be celebrated all along the way, after small milestones not
just at the end of the project
Meeting milestones should be approached with enthusiasm
The team should be rewarded for achieving success and more importantly,
for working together as a team.
4) Know your Team
In order to keep the team motivated, the management needs to keep the
following
in
mind:

It is important to be aware of the nature of individual team members. A job

that needs a detailed task to be handled, needs to be delegated to the right
person,
who
is
detail
oriented
It is also advisable to know whether or not a team member is an introvert or
extrovert, as rewards for introverts and extroverts need to be different.

It is important to know the team members skills, expertise and

idiosyncrasies, what they like and what they dont like.

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Service Delivery Management Overview

After completing the course, you will be able to:

Describe Service Delivery Management (SDM).

Identify the various competency levels of SDM.
Explain the different challenges of SDM.

What is Service Delivery Management?

Service Delivery Management is a discipline or role that is responsible for managing
service delivery to one or more clients. As a part of service delivery management,
you are accountable for the following activities: