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Pre-Conference Training
Pre 1: Support Center Director
Leading with Impact: Support Center Director Training
The support center director training course focuses on helping leaders refine their approach to managing teams, shaping strategy, and achieving measurable results. This support center leadership course blends structured learning with practical application, focusing on clear communication, effective planning, and measurable performance outcomes. It provides directors with the insight needed to shape strategies that directly impact both team performance and business outcomes.
Participants delve into IT support management training, gaining the skills needed to effectively manage daily operations while crafting long-term strategies that align with organizational goals. The course integrates strategic planning with practical management techniques, empowering leaders to address challenges across diverse service environments with confidence and efficiency.
- Sunday, November 16 - Tuesday, November 18
- Certification Exam Included
- $3,149
See a special message from Support Center Director instructor Randy Celaya, about what you can expect from Service Management World this year.
What You Will Learn
- Assessment strategies for the support center
- How to quantify your support center’s value and maximize return on investment (ROI)
- A twelve-step process and decision matrix for selecting technologies and vendors
- The requirements of an effective service catalog
- How to align support strategies with business goals and objectives
- Knowledge management processes that can save you time and money
- Strategies for workforce management, coaching, team building, and succession planning
- How to justify a service improvement project (SIP) with a business case
- The ins-and-outs of valuable reporting tools: balanced scorecard, morning report, and executive brief
- How to select the right leading and lagging indicators
Who Should Attend
Seasoned technical service and support leaders who are responsible for an organization's overall service delivery and provide strategic direction, financial accountability, and performance reporting.
Course Includes
Instruction, and online certification exam.
Unit 1: Executive Leadership Essentials
- Service and Support Today
- Self-Assessment
- Executive Leadership
- The El Leader
- Best Practices and Frameworks
- SWOT Analysis & Action Plan
Unit 2: Business Planning & Strategy
- Service and Support as a Business
- Building Strategy
- Services and SLM
- Business Alignment
- Financial Management
Unit 3: Service & Support Processes
- Best Practices
- Service Management
- Service Operations
- Service Design
- Service Transition
- Total Quality Management
- Knowledge Management
Unit 4: Service & Support Tools
- Systems Thinking Approach
- Support Tools/Tech
- Support Delivery Methods
- Social Media
- Vendor Relationship
Unit 5: Performance Management
- Measuring Success
- Baselines & Benchmarks
- Performance Repoting
- Continuous Improvement
Unit 6: People Development
- Sourcing Strategies
- Workforce Management
- Training and Development
- Fostering Teamwork
Unit 7: Organizational Change Management
- Managing Organizational Change
- Global Awareness & Diversity
- Service Ethics
Unit 8: Marketing Strategy
- Promoting Value
- Successful Marketing
Unit 9: Business Case Development
- The Purpose of a Business Case
- The Anatomy of a Business Case
- Presenting the Business Case
Shaping Future-Ready Service & Support Leaders
By taking part in strategic service management workshops, leaders develop methods to meet customer expectations, present value-driven reports, and inspire confident team performance. The program emphasizes building accountability, workforce development, and succession planning for future growth. Leaders walk away with a clear framework to measure results and sustain improvements within their support organizations.
Take Action Today
Advance your leadership journey and strengthen organizational performance. Register now for the support center director training at Service Management World to secure your place in this focused learning experience.