The Certified Service Delivery Professional/Manager (CSDP)™/(CSDM)™ certification program is a globally relevant and professionally structured qualification designed for individuals seeking to build or advance careers in service delivery management, operational excellence, and customer-focused service execution. In today’s service-driven economy, organizations compete not only on products and pricing but on their ability to deliver consistent, high-quality services that meet agreed service levels and customer expectations. Effective service delivery management is critical to ensuring reliability, efficiency, customer satisfaction, and long-term client relationships.

Service delivery goes beyond day-to-day operations. It involves designing service models, managing service level agreements (SLAs), coordinating people and processes, monitoring performance, managing risks, and continuously improving service outcomes. This program equips participants with a structured understanding of service delivery frameworks, governance, performance measurement, and stakeholder management. Emphasis is placed on aligning service delivery with business objectives, managing cross-functional teams, and ensuring accountability and continuous improvement in complex service environments.

Graduates of the CSDP™/CSDM™ program will be capable of managing and improving service delivery functions with operational discipline, customer focus, and strategic insight across internal and external service organizations.

Certification Program Objectives:

Upon completing the Certified Service Delivery Professional/Manager (CSDP)™/(CSDM)™ program, participants will be able to:

• Understand Service Delivery Fundamentals – Develop a strong foundation in service delivery concepts, service models, and operating frameworks.
• Design and Manage Service Delivery Models – Structure service processes and delivery mechanisms to meet customer and business requirements.
• Manage Service Levels and Performance – Monitor SLAs, KPIs, and service metrics to ensure consistent and reliable delivery.
• Coordinate People, Processes, and Technology – Manage cross-functional teams, workflows, and supporting systems effectively.
• Manage Customer and Stakeholder Relationships – Communicate effectively with clients and internal stakeholders to manage expectations and resolve issues.
• Drive Continuous Service Improvement – Apply improvement methodologies to enhance efficiency, quality, and customer satisfaction.

Certification Eligibility Criteria:

To apply for certification from The American Institute of Business and Management (AIBM) and its allied institutions, candidates must meet the following criteria:

• A Bachelor’s degree from a recognized institution

And/or

• 0–4.9 years of relevant experience for Professional level (CSDP)™, or 5+ years of relevant experience for Manager level (CSDM)™

Note: Applicants who do not hold a Bachelor’s degree but possess exceptional professional experience and hold significant positions within their organizations in a relevant field may also be considered for certification on a case-by-case basis, subject to the approval of the AIBM evaluation committee.

Certifying Examination:

• To be certified as CSDP™/CSDM™, student should take up a 1.5 hours online exam conducted by AIBM.
• The qualifying exam would consist of 50 multiple choice questions, testing core certification modules.
• Professionals with relevant experience and other qualifying criteria may be exempted from the examination.

Certification Modules:

• Module 1: Introduction to Service Delivery
• Module 2: Service Level Agreement (SLA) Management
• Module 3: Incident and Problem Management
• Module 4: Change Management Processes
• Module 5: Service Continuity and Disaster Recovery Planning
• Module 6: Service Improvement and Customer Satisfaction Evaluation

* The Certification Title and its modules are regularly reviewed, updated and may change in alignment with evolving industry needs and regulatory standards.

Who Should Do This Certification:

The Certified Service Delivery Professional/Manager (CSDP)™/(CSDM)™ certification is ideal for professionals and graduates who want to develop structured and professional capabilities in managing service delivery functions. It is particularly valuable for:

• Service Delivery Managers and Service Operations Professionals responsible for day-to-day service execution and performance.
• IT, Managed Services, and Outsourcing Professionals involved in delivering contracted or internal services.
• Customer Support, Helpdesk, and Operations Managers overseeing service teams and workflows.
• Operations and Process Improvement Professionals focused on improving service efficiency and reliability.
• Project and Program Managers transitioning into service delivery or operational roles.
• Vendor and Contract Management Professionals responsible for third-party service providers.
• Consultants and Advisors supporting service design, delivery, and operational transformation initiatives.
• Graduates and Career Switchers aspiring to enter service delivery management, operations management, or service leadership roles.

Key Benefits of CSDP / CSDM Certification:

• Professional Recognition – Establishes credibility as a qualified service delivery and operations management professional.
• Career Advancement – Supports progression into roles such as Service Delivery Manager, Operations Manager, or Client Services Manager.
• Structured Service Management – Builds a systematic approach to managing services, performance, and accountability.
• Improved Customer Satisfaction – Enhances the ability to meet service commitments and manage customer expectations effectively.
• Operational Efficiency – Strengthens process design, resource utilization, and performance control capabilities.
• Leadership and Coordination Skills – Improves skills in managing teams, vendors, and cross-functional stakeholders.
• Cross-Industry Applicability – Relevant across IT services, professional services, healthcare, logistics, facilities, and other service-driven industries globally.

The CSDP™/CSDM™ certification empowers professionals to manage service delivery with clarity, consistency, and customer focus. By mastering service delivery fundamentals, performance management, stakeholder communication, and continuous improvement practices, certified individuals are well-positioned to deliver reliable, high-quality services that support organizational success and long-term customer relationships.