Overview
Delivering high-quality government services is complex, demanding, and critical to public trust. Yet too often, service delivery managers are expected to lead teams, implement policy, and respond to community needs without training tailored to their real operational context.
This course is built to change that.
Service Delivery Excellence is the central goal — and leadership is the tool to achieve it. Over two practical, in-person days, participants will gain the frameworks, strategies, and behaviours required to drive better service outcomes, manage complexity, and lead high-performing teams.
Designed specifically for public sector professionals in frontline and operational roles, this course provides practical insights that can be applied immediately on return to the workplace — strengthening both delivery impact and career growth.
Who Should Attend?
This course is designed for current and aspiring leaders working in operational or frontline government service delivery roles. It is particularly relevant for those responsible for managing teams, improving service performance, and navigating the complex demands of public-facing environments.
Ideal for participants at: Commonwealth level: APS6 to EL2 | NSW Public Sector level: Grades 6/7 to 10 | Equivalent roles in other states and territories |
Service Delivery Manager | Team Leader or Operations Coordinator | Customer Experience Manager | Program Manager (Frontline Operations) | Contact Centre or Hub Manager |
Regional Service Manager | Compliance or Case Management Team Lead | Assistant Director or Director (Service Operations) | Team Leaders in Housing, Health, Education, Transport, Justice, Revenue, or Community Services
Learning Outcomes
By the end of this course, you will be able to:
Understand what drives service delivery excellence in a government context
Recognise the shift from managing to leading in frontline delivery roles
Lead with authenticity by drawing on public sector values
Apply the mindset and behaviours of delivery-focused leadership
Build personal resilience and capacity to sustain delivery performance
Foster a healthy, accountable, high-performing service delivery culture
Provide clarity and focus to teams during uncertainty or change
Build capable, confident frontline teams and address underperformance constructively
Develop and implement a practical service improvement strategy
Measure and communicate success with meaningful delivery metrics
Apply personal productivity tools that create space for effective leadership
In-person Training
Service Delivery Excellence for Managers - Sydney
Session details
For those already experienced in delivering government services and ready to elevate their impact, this course is the next logical step. It is designed to help you strengthen your ability to drive service delivery excellence — not just manage processes, but lead people, improve outcomes, and navigate complexity with confidence.
You’ll build on your existing public sector experience by learning practical strategies to improve team performance, maintain delivery under pressure, and lead with purpose in operational environments.
This course goes beyond theory — it’s about applying leadership principles within the real-world challenges of frontline service delivery. You’ll enhance your personal effectiveness, develop resilience, and learn how to support and coach your team to sustained success.
Along the way, you’ll also connect with a community of likeminded peers across the public sector — people committed to improving public services from the ground up.
Now is the time to deepen your delivery expertise, sharpen your leadership approach, and take your service impact — and your career — to the next level.
Service Delivery Excellence for Managers SYDNEY
4 & 5 February 2026
Mercure Sydney, Sydney, NSW 2000
Leadership experience in a government service delivery context
Key Sessions
9:15am Acknowledgement of Country and Introductions
9:30am Course Framework
PART ONE: BRINGING YOUR BEST SELF
9:40am Managing vs Leading in Government Service Delivery
- The difference between public and private sector service delivery contexts
- Your role in the public value triangle
- Managing vs directing vs leading in the public sector
- The adaptive approach for government service delivery leadership
Leading with Heart in the Public Sector: Know Your Values
- Identify your personal values
- Expected values and qualities of the public sector leader
- Triangulating to lead with trust and authenticity
11:00am Morning Break
11:20am The Empowered Leader in Government Service Delivery
- Political, economic and social drivers of uncertainty in government
- Strategies for leading confidently through ambiguity
- Never Play the Victim: Find Your Power
- Break Free from Perfection: Take Action
- Don’t Fear Failure: Embrace Learning
Behaviours of the Government Service Delivery Leader
- Leading with vulnerability and empathy
- Know your leadership superpowers
- Use your superpowers to shift from managing to leading
12:40pm Lunch
1:40pm Managing Your Personal Resilience
- The particular demands on the government service delivery leader
- The four domains of resilience
- Develop your own plan for resilience
2:20pm Key Takeaways and Questions from Part One
- Key takeaways and group reflections
- Questions and answers
2:50pm Afternoon Break
3:10pm Creating the Conditions for Team Success
- The 101 of trust in government service delivery - Building it and losing it
- Building a healthy government service delivery culture
- Case Study: What happens when it goes wrong
Achieving Team Excellence in Government Service Delivery
- A framework for building lasting capability
- Capability gap analysis and intervention planning
- Transforming underperforming teams in government service delivery
4:30pm Close of Day One
9:15am Reflections and Observations from Day One
9:30am Bringing Clarity in an Uncertain Environment
- Inspire purpose while navigating uncertainty
- Set clear goals and expectations
- Unclog blockages and be clear about boundaries
The Service Delivery Leader as Coach
- Your Role as Coach
- Giving Effective Feedback
- Tips for managing underperformance
- Simple Coaching Tools for Your Leadership Toolkit
10:45am Morning Break
11:05am Key Takeaways and Questions from Part Two
- Key takeaways and group reflections
- Questions and answers
11:35am Leading Through the Cycle
- Knowing service delivery and budget cycles
- Your role as a leader throughout the cycle
- Leading through change
Tools to set a Simple Service Delivery Strategy
- Develop a One Page Service Improvement Strategy
- The Spreadsheet is Your Friend
12:40pm Lunch
1:40pm Measuring Success and Your Leader Communications Hack
- A basic and reliable scorecard for measuring success
- Adapt the scorecard for all government service delivery situations
- Make your communications meaningful, consistent and effortless
Personal Effectiveness: Tips, Tricks and Techniques
- Knowing staff and customers
- Creating time
- Staying fresh and relevant
- The power of habits and habit stacking
3:00pm Key Takeaways and Questions from Part Three
- Key takeaways and group reflections
- Questions and answers
3:30pm Close of Day Two
Meet Your Facilitator
Russell Egan
Former Deputy CEO, Services Australia | Managing Director, RJ Egan Advisory Services
With over 25 years of experience in leadership, service delivery, public sector governance, strategic management, transformation, and public administration, Russell has honed his expertise in driving organisational success. Most recently serving as Chief Operating Officer in a large services organisation, he now leverages this extensive background to offer strategic advice and guidance to both government and non-government clients.
Russell specialises in helping organisations fully realise their potential by addressing their unique challenges and achieving their objectives. He provides board and director services, mentoring and coaching, as well as management advisory services to support leadership development and organisational growth.
Register Today
Join this training for professionals working within the Public Sector
Extra Early Bird
Ends 12 Dec
$A 1399
per person + tax $400 savingEarly Bird
Ends 16 Jan
$A 1599
per person + tax $200 savingRegular
Ends 3 Feb
$A 1799
per person + taxFor group or payment enquiries or custom training solutions, please contact [email protected]
Customised in-house options available for teams
Interested in any of our online trainings?
You can also choose to have them delivered in house. We will work closely with our inspiring session facilitators to tailor the content around the key development areas your team are prioritising, shape the learning outcomes around your core departmental challenges and make the most of your L&D and upskilling budget.
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