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👥 Human Resources  ·  Advanced

Certified Service Delivery Professional

Online Certification  ·  12 Weeks  ·  Globally Recognised  ·  (CSDP)

✅ 2026 Edition 🎓 CPD Accredited 🌍 100+ Countries 📜 Digital + Physical Certificate 100% Online
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Executive Summary

Certified Service Delivery Professional

Designed for today’s high-impact professionals, the Certified Service Delivery Professional (CSDP) delivers a rigorous Advanced-level curriculum that equips participants with the knowledge, tools and frameworks needed to excel in human resource management, talent development and organisational effectiveness.

This 12 Weeks programme is structured around SHRM, CIPD and ILO Labour Standards, ensuring every graduate applies internationally validated methods to real-world challenges.

GLI’s CSDP holders are recognised by leading organisations across Africa, the Gulf, Europe and the Americas as qualified, results-driven professionals. Whether you are advancing your current career or transitioning into new responsibilities, this certification provides the competitive edge you need in 2026 and beyond.

Programme Overview

Certification at a Glance

Certification
Certified Service Delivery Professional
Acronym
CSDP
Category
Human Resources
Level
Advanced
Duration
12 Weeks
Delivery Mode
100% Online
Assessment
Online Examination
Certificate
Digital + Physical
CPD Eligibility
CPD Accredited
Alumni Benefits
GLI Network Access
Self-Paced
USD 449
Live Virtual
USD 649
Target Audience

Who Should Enrol?

  • HR Managers and Directors
  • HR Business Partners
  • Learning and Development Managers
  • Employee Relations and OD Specialists
Programme Inclusions

Everything Included in Your Enrolment

  • All study materials and study guide
  • Access to GLI online learning portal
  • Online examination and assessment
  • Digital certificate and digital badge
  • Physical certificate (shipped to you)
  • CPD credits for professional bodies
  • GLI alumni network membership
  • Facilitator and tutor support
  • Resource downloads and reference library
  • Automatic enrolment confirmation
Certification Benefits

Why This Certification Matters for Your Career

Career Advancement
Accelerate your career towards CHRO and senior people-management roles
Professional Recognition
Credential aligned with SHRM, CIPD and ILO Labour Standards
Leadership Capability
Develop the strategic and operational skills to lead complex human resource management functions
Organisational Impact
Design and implement human resource management systems that drive performance and measurable results
Compliance Readiness
Master the standards, compliance and ethical governance central to human resource management
Global Employability
Qualify for human resource management roles across multinationals, NGOs and international organisations worldwide
Competency Framework

Core Competencies You Will Develop

✦Talent Acquisition, Resourcing and Onboarding
✦Learning, Development and Talent Management
✦Performance, Reward and Employee Relations
✦HR Strategy, Analytics and Workforce Planning
✦Employment Law, Compliance and HR Governance
✦Professional Ethics and Governance
Course Curriculum

Programme Modules

The full programme, module by module.

1
Foundations and Strategic Context of Certified Service Delivery Professional
Certified Service Delivery Professional: industry context, trends and professional standards · Customer service and experience principles · The value of customer-centricity · Customer expectations and satisfaction
2
Route to Market
Route to market and channel design · Segmentation, targeting and the useful segment · Pricing, price architecture and discounting · Territory and quota planning
3
Selling by Diagnosis
Consultative selling and understanding the buyer · The sales pipeline and forecasting discipline · Value proposition and differentiation · Analytical techniques and bias
4
Customer Journey and Recovery
Customer journey mapping and service design · Complaint handling and service recovery · Customer retention, loyalty and lifetime value · Communicating financial results
5
Measurement and Responsible Practice
Marketing measurement and attribution · Commercial ethics and responsible selling · Customer retention, loyalty and lifetime value · Record-keeping and data protection
6
Segmentation and Proposition
Segmentation, targeting and the useful segment · Value proposition and differentiation · Brand, reputation and communications · Key account management and account planning
7
Pricing and Value
Pricing, price architecture and discounting · Value proposition and differentiation · Marketing measurement and attribution · Habit change and behaviour design
8
Learning and Research
Cognitive load and learning science · Learning transformation and modernisation · Digital learning strategy · Innovation and experimentation in learning
9
Markets and Customers
Digital and market transformation · Regulatory compliance and market requirements · Customer experience transformation · Professional ethics in customer service
10
Selling Practice
Pipeline and opportunity management · Account planning and whitespace · Consultative and solution selling · Negotiation and closing
11
Customer Experience
Retention, loyalty and lifetime value · Interaction and experience design · Buyer behaviour and the customer journey · Journey management and tracking
12
Digital Channels
Technology governance and change control · Digital credit and alternative data · The finance function and digital transformation · Communicating with families and carers
13
Evidence and Analytics
Data migration and cleansing · Data protection and learner privacy · The evidence base for effective learning · Data ethics, privacy and responsible analytics
14
Commercial Finance
Time and cost control · Managing schedule and budget performance · Marketing planning and budgeting · Value-based and dynamic pricing
15
Distribution and Supply
The procurement cycle and operating models · Procurement’s contribution to organisational strategy · Public versus private procurement · Supply markets and the enabling environment
16
Communication
Presenting and demonstrating · Presentation and public speaking · Professional report and presentation · Metrics and reporting
17
Leadership and Teams
Managing difficult conversations · Building trust and engagement · Implementation planning and risk management · Quality management systems and audits
18
Performance and Targets
Social performance and outreach · Investment principles and objectives · Performance management systems and cycles · Writing learning objectives and outcomes
19
Capability Development
Training needs analysis · Continuing professional development · Measuring development impact · The learning and development profession
20
Strategic Context
Growth strategy and demand generation · Measuring growth and transformation impact · Capstone scoping: a real growth or brand challenge · Marketing strategy and the mix
21
Risk and Compliance
Compliance monitoring and testing · Regulatory change management · Environmental governance and climate risk · Legal and regulatory responsibility
22
Legal and Terms
Legal responsibilities and professional bodies · Goal setting and contracting · Advocacy and policy engagement · Contract law and formation
23
Campaigns and Projects
Capacity planning and line balancing · Projects and expansion: connecting the unserved · Range planning and category management · Mine planning and methods: surface and underground
24
Operations
Quality standards and accreditation · Quality assurance and standards · Continuous improvement of finance processes · Project governance and assurance
25
Relationships and Partners
Stakeholder mapping and collaboration · Influencing and presenting insights · Managing difficult stakeholders · Stakeholder mapping in banking
26
Ethics and Conduct
Sustainability and responsible sourcing · Ethics and professional conduct in security · Corporate responsibility and community · Real estate regulation, licensing and professional conduct
27
International Markets
Key global frameworks: FAO, GlobalG.A.P., SDGs and national strategies · Agribusiness marketing, branding and export readiness · Export readiness and standards · Grades, standards and export certification (GlobalG.A.P.)
28
Change and Adoption
Measuring change and project impact · Baseline setting and change control · Sales and marketing transformation · Soil chemistry, pH and cation exchange capacity
29
People and Incentives
Customer and employee satisfaction · Employee engagement models and drivers · The employee lifecycle and HR value chain · Strategic workforce planning and demand forecasting
30
Sustainability
Sustainability certification and standards · Sustainable and green banking · Emerging assurance areas (ESG) · Sustainability, ESG and integrated value

Every module opens in the learning portal with its full lesson set, worked examples, further reading and video masterclasses. 30 modules · 150 lessons.

Learning Outcomes

What You Will Achieve

  • Route to Market — applied to your own work
  • Selling by Diagnosis — applied to your own work
  • Customer Journey and Recovery — applied to your own work
  • Measurement and Responsible Practice — applied to your own work
  • Segmentation and Proposition — applied to your own work
  • Pricing and Value — applied to your own work
Enrolment Process

How to Get Certified

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Step 3: Study in the GLI Learning Portal
Work through 30 structured modules and 150 lessons at your own pace, with downloadable resources and expert-designed content — all inside the LMS.
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Step 4: Pass, Get Certified & Verified
Sit your final examination online, earn your certificate instantly, and receive a globally verifiable Certificate ID — plus GLI Alumni Network access.
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Secure checkout · Instant LMS access · Globally verifiable certificate
Frequently Asked Questions

Common Questions

What is the CSDP certification?

Yes. GLI certifications are recognised across 100+ countries and are aligned with SHRM, CIPD and ILO Labour Standards. Graduates receive a digital certificate, a physical certificate and CPD credits recognised by employers worldwide.

Who should enrol in the CSDP?

This certification is ideal for HR Managers and Directors, HR Business Partners, Learning and Development Managers and Employee Relations and OD Specialists, and other professionals seeking to formalise their expertise in human resource management, talent development and organisational effectiveness with a globally recognised credential.

How long does the CSDP certification take to complete?

The programme is structured over 12 Weeks and offers flexible learning modes. Self-paced learners can progress at their own schedule, while live virtual participants follow a structured cohort schedule with facilitator-led sessions.

Is the CSDP internationally recognised?

Yes. GLI certifications are recognised across 100+ countries and are aligned with SHRM, CIPD and ILO Labour Standards. Graduates receive a digital certificate, a physical certificate and CPD credits recognised by employers worldwide.

What is the cost of the CSDP certification?

The Certified Service Delivery Professional is offered in two formats: Self-Paced at USD 449 and Live Virtual at USD 649. Corporate group rates are available for organisations enrolling 5 or more participants. Contact GLI for a bespoke corporate training quotation.

What does the CSDP certification include?

Enrolment includes all study materials and study guides, access to GLI's online learning portal, online examination, digital certificate and badge, physical certificate (posted), CPD credits, GLI alumni network membership, and ongoing facilitator support.

What is the assessment format for the CSDP?

The Certified Service Delivery Professional is assessed through an online examination consisting of multiple-choice questions, case study analysis, and practical application assignments. The assessment is designed to evaluate real-world competency, not just theoretical recall.

What CPD credits do I earn from the CSDP?

The Certified Service Delivery Professional carries Continuing Professional Development (CPD) credits, which can be applied towards professional body requirements including recognised international professional associations.

Can I study the CSDP while working full-time?

Absolutely. The self-paced option is designed for busy working professionals and allows you to study when and where it suits you. Live virtual sessions are typically scheduled in the evenings or on weekends to accommodate professional commitments.

What career outcomes can I expect from the CSDP?

Graduates progress towards CHRO and senior people-management roles. The CSDP strengthens your expertise in human resource management, talent development and organisational effectiveness and positions you for advancement across multinationals, NGOs and international organisations.

Graduate Voices

What Our Alumni Say

“

The curriculum was directly applicable to my daily work. I immediately applied what I learned and saw results within weeks of completing the programme.

HR Director
Private Sector
“

GLI's certification is the most practical professional programme I have attended. The international frameworks gave me credibility with my employer and clients.

People Manager
NGO Sector
“

I earned my CSDP while working full-time. The self-paced format made it possible, and the quality of the content is genuinely world-class.

Talent Lead
Government
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