Operations Strategy - Service Strategy
Course ID: 260831 0101 1088Proj
Course Dates : 31/08/2026 Course Duration : 5 Studying Day/s Course Location: London, United Kingdom
Language: Bilingual
Course Category: Professional and CPD Training Programs
Course Subcategories:
Business Decision Making Corporate Strategy Performance Management Professional Practice & Standards Strategic Management
Course Certified By: Projacs Academy & LondonUni - Executive Management Training
* Professional Training and CPD Programs
Leading to:
Executive Diploma Certificate
Leading to:
Executive Mini Masters Certificate
Leading to
Executive Masters Certificate
Certification Will Be Issued:
From London, United Kingdom
Course Fees:
VAT varies by course location and participant nationality.
Pay in Full Now
Introduction
This five-day course shows how to turn strategy into repeatable, measurable service operations. You will work through frameworks and tools to design operating models, set priorities, and create implementation roadmaps. The course emphasizes practical choices: what to centralize, what to automate, and how to measure outcomes. It is aimed at teams that must align resources, customer experience, and financial performance.
Objectives
1. Translate business strategy into a prioritized service operations roadmap with clear milestones.
2. Design an operating model (roles, governance, processes, technology) that supports chosen service outcomes.
3. Define and implement service metrics and SLAs tied to customer outcomes and cost-to-serve.
4. Apply demand forecasting and capacity planning techniques to size teams and automation investments.
5. Create a phased implementation and governance plan that includes pilots, KPIs, and change checkpoints.
2. Design an operating model (roles, governance, processes, technology) that supports chosen service outcomes.
3. Define and implement service metrics and SLAs tied to customer outcomes and cost-to-serve.
4. Apply demand forecasting and capacity planning techniques to size teams and automation investments.
5. Create a phased implementation and governance plan that includes pilots, KPIs, and change checkpoints.
Who Should Attend
1. Service Delivery Manager
2. Head of Service Operations / Operations Director
3. Customer Experience (CX) Director or Manager
4. Product Manager responsible for service offerings
5. Transformation, Continuous Improvement, or Program Manager leading service change
Training Method
• Pre-assessment
• Live group instruction
• Use of real-world examples, case studies and exercises
• Interactive participation and discussion
• Power point presentation, LCD and flip chart
• Group activities and tests
• Post-assessment
If Applicable:
• Each participant receives a 7” Tablet containing a copy of the presentation, slides and handouts
Program Support
This program is supported by:
* Interactive discussions
* Role-play
* Case studies and highlight the techniques available to the participants.
Course Agenda
Daily Schedule (Monday to Friday)
- 09:00 AM – 10:30 AM Technical Session 1
- 10:30 AM – 12:00 PM Technical Session 2
- 12:00 PM – 01:00 PM Technical Session 3
- 01:00 PM – 02:00 PM Lunch Break (If Applicable)
- Participants are expected to engage in guided self-study, reading, or personal reflection on the day’s content. This contributes toward the CPD accreditation and deepens conceptual understanding.
- 02:00 PM – 04:00 PM Self-Study & Reflection
Please Note:
- All training sessions are conducted from Monday to Friday, following the standard working week observed in the United Kingdom and European Union. Saturday and Sunday are official weekends and are not counted as part of the course duration.
- Coffee and refreshments are available on a floating basis throughout the morning. Participants may help themselves at their convenience to ensure an uninterrupted learning experience Provided if applicable and subject to course delivery arrangements.
- Lunch Provided if applicable and subject to course delivery arrangements.
Week 1
Day 1 – Foundations of Service Strategy
1. Understanding Service Strategy
- Defining strategic service objectives
- Aligning services with organisational goals
- Understanding customer value and service outcomes
2. Analysing Service Operations
- Assessing current service performance
- Identifying operational strengths and gaps
- Prioritising strategic improvement opportunities
3. Developing a Service Roadmap
- Translating strategy into operational priorities
- Defining milestones and deliverables
- Establishing implementation timelines
Day 2 – Designing the Service Operating Model
1. Service Operating Models
- Defining service structures and responsibilities
- Aligning people, processes, and technology
- Supporting consistent service delivery
2. Governance and Decision-Making
- Establishing service governance
- Defining roles and accountability
- Managing operational decision rights
3. Service Process Design
- Mapping end-to-end service processes
- Improving workflow efficiency
- Standardising service procedures
Day 3 – Performance Measurement and Capacity Planning
1. Service Performance Metrics
- Defining service KPIs
- Measuring customer outcomes
- Monitoring cost-to-serve
2. Service Level Agreements (SLAs)
- Developing measurable SLAs
- Monitoring service commitments
- Reporting service performance
3. Demand Forecasting and Capacity Planning
- Forecasting service demand
- Planning workforce capacity
- Evaluating automation opportunities
Day 4 – Service Improvement and Transformation
1. Continuous Service Improvement
- Identifying improvement opportunities
- Prioritising operational initiatives
- Supporting long-term service excellence
2. Technology and Automation
- Evaluating automation solutions
- Improving operational efficiency
- Supporting digital service delivery
3. Change Management
- Preparing teams for service transformation
- Managing stakeholder engagement
- Monitoring implementation progress
Day 5 – Service Strategy Workshop
1. Service Strategy Case Study
- Developing a strategic service roadmap
- Designing an operating model
- Defining service KPIs and governance
2. Service Implementation Planning
- Creating phased implementation plans
- Identifying project risks and mitigation actions
- Presenting service transformation recommendations
3. Service Strategy Review and Action Planning
- Reviewing service strategy frameworks and implementation tools
- Preparing a personal service strategy improvement plan
- Course review, feedback and implementation planning
