In-person Training
Leadership for Service Delivery Managers – Melbourne
Supercharging the government service delivery leaders of today and tomorrow
26 & 27 August 2025
9:00 AM - 4:30 PM AEST
Next intake: 26 & 27 August 2025 | 9:00 AM - 4:30 PM AEST
Overview
Leadership in a government service delivery environment is unique and challenging. Most leadership courses fail to address the specific complexities of this environment. This one is different. Course participants will gain tools to extend their service delivery leadership excellence and advance their careers, specifically in a public sector context. They will learn how to get the best out of themselves, and their teams. The course will be practical and interactive, ensuring participants are able to use what they have learned the moment they return to the workplace.
Over two days, participants will extend on the core competencies and capabilities required for leadership in government service delivery (as set out by the Australian and State/Territory Public Service Commissions). The course will enable this by:
- unpacking how to bring the best versions of ourselves to leadership roles, ensuring an empowered, values-driven approach to leadership that is sustainable over time
- developing best practice approaches to leading government delivery teams, creating the best conditions for team and personal success
- introducing practical leadership and strategy tips, tactics and frameworks participants can use in their roles
- reinforcing learning through case studies, group work and the opportunity for feedback
Amongst other topics, it will address the following using a government service delivery lens:
- Moving from ‘Managing’ to ‘Leading’ – The next step in a government service leadership journey
- Leading with Heart – Inspiring a sense of purpose while embracing uncertainty
- The Empowered Leader – Being empowered in the face of ambiguity
- Managing your Personal Resilience – For sustained leadership excellence
- Creating the Conditions for Team Excellence – Getting the best from your team
- Bringing Clarity for your Team – Navigating uncertainty with clear expectations and goals
- Building Capability – Becoming an excellent guide and coach
- Leadership through the Delivery Cycle – Knowing the role of the leader throughout your unique delivery cycle
- Measuring and Communicating Success – Knowing you are achieving results
- Tips, Tricks and Techniques for Personal Effectiveness
Who Should Attend?
Learning Outcomes
In-person Training
Leadership for Service Delivery Managers – Melbourne
Session details
For those already well-versed in government service delivery and wanting to take the next step in their leadership journey, this course is the logical next step. Through this course you will further develop your core government leadership skills but do so explicitly in the context of the unique and challenging environment of government service delivery.
This course will provide practical skills and strategies for leading government service delivery teams. You will learn how to improve your personal leadership, your resilience, and how to get the best performance out of your team. By attending you will also build a personal network of likeminded service delivery leaders to help you as you progress to increasingly complex levels of leadership.
Now is the time to deepen your personal expertise, refine your service delivery leadership strategies, and take your team’s performance to the next level.
View course modulesLevel: Intermediate
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 Services Australia Deputy CEO | 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.
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Join this training for professionals working within the Public Sector
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EOFY Sale
Ends 30 Jun
$A1699 + 10% OFF
per person + tax Use code: EOFY10 for saving
Regular
Ends 25 Aug
$A 1799
per person + taxAdditional discounts are available for group registrations of 10 or more. For group or payment enquiries or custom training solutions, please contact [email protected]
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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.
Enquire here for more information
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