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Citizen First - Powered by the Institute for Citizen-Centred Service

Certified Service Manager

Created by public service leaders, the Certified Service Manager Program is designed to:

  • Establish a common standard of service excellence
  • Provide career development opportunities to public sector management
  • Bring professional recognition to service delivery
  • Improve the overall quality of services offered to citizens

Learning Options

In order to best meet your organization’s training needs, the ICCS has two options available.

Self-Study (Online Learning) Certification Process

Best-suited for individuals who require flexibility when pursuing professional training.

  • Candidates receive the Certified Service Manager Body of Knowledge and access to the ICCS Learning Management System
  • Certification requires a minimum grade of 80% on the Certified Service Manager Exam

CSM In-Person Training

Designed for organizations looking for an intensive training option for service delivery staff.

  • Learning objectives are achieved through classroom discussions, activities, exercises and reference materials
  • The Certified Service Manager 3-day Program covers a variety of areas related to service delivery for both internal and external clients, including:
    • Effective Service Management
    • Human Aspects of Service Management
    • Service Improvement
    • Understanding & Enhancing Citizen Access
    • Effective Service Standards

Certified Service Manager Course Offerings

Designed to bring the concepts and ideas presented in the Certified Service Manager Body of Knowledge to life by encouraging learners to explore areas related to effective management of service deliveries and methods of improving citizen-centred services. Learning objectives are achieved through classroom discussions, activities, exercises and reference materials.

Course subjects include:

  • Public sector Service Fundamentals
  • Effective Service Management
  • Human Aspects of Service Management
  • Service Improvement
  • Understanding & Enhancing Citizen Access
  • Effective Service Standards

View a list of our Certified Service Manager Course Offerings.

Sign up

Increase your service delivery competencies or those of your team by signing up for our Learning and development programs. Contact us for more information.