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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
Delivering What Was Promised
What service quality actually means to a customer · Service level agreements, queues and capacity · First contact resolution and the cost of repeat contact · Market research and customer insight methods
3
Service Levels in Practice
Service level agreements, queues and capacity · Measuring customer experience honestly · Designing service across channels the customer actually uses · Customer journey mapping and service design
4
Resolution and Escalation
First contact resolution and the cost of repeat contact · Service recovery after a failure · Handling a difficult conversation at the front line · Value proposition and differentiation
5
Recovery and Accountability
Service recovery after a failure · Complaint handling and service recovery · Voice of the customer: from listening to change
6
Serving Every User
Serving vulnerable and diverse customers · Service in public, health and community settings · Designing service across channels the customer actually uses
7
Evidence of Delivery
Measuring customer experience honestly · Voice of the customer: from listening to change · Service level agreements, queues and capacity
8
Workforce and Wellbeing
Digital HR and the employee experience platform · Data protection and employee privacy · Belonging, culture and employee resource groups · Future of work and workforce transformation
9
Ethics and Conduct
Ethical, risk and feasibility considerations · Ethics of technology in practice · Professional standards in the field · Ethics and independence in advisory relationships
10
Inclusion and Access
Brand strategy, identity and equity · Gender, youth and social inclusion in agricultural development · Access to finance, grants and investment · Financial inclusion and agency banking
11
Health and Wellbeing Context
Interpreting financial statements · Contractor and visitor safety · Automation and safety technology · Toolbox talks and safety communication
12
Public and Community Context
Customer and community engagement · Social performance and outreach · Corporate social responsibility communications · Presentation and public speaking
13
Strategic Context
Communication strategy in change programmes · Retention strategy and turnover analysis · Vision, mission and strategic intent · Competitive strategy and positioning
14
Knowledge and Records
Knowledge management and organisational learning · Creating content that performs: formats, hooks and production · Vehicle documentation, compliance and consumer protection · Psychodynamic and psychoanalytic approaches
15
Cross-Cultural Practice
Cross-cultural communication · Vehicle specifications, trims and options in customer language · Managing virtual and cross-cultural teams · Key global frameworks: FAO, GlobalG.A.P., SDGs and national strategies
16
Learning and Assessment
Assessment that measures capability · Evaluating learning: from reaction to results · Learning needs analysis at organisational level · Intelligence-led risk assessment
17
Customer and Service Context
Customer lifetime value · Loyalty programmes and rewards · Growing value through service · Leading service teams
18
Operations and Quality
Integration with quality and environment · Design review and quality · Productivity, collaboration and workflow tools · Process improvement and lean thinking
19
People and Capability
Leading project teams · Team development and effectiveness · Coaching and developing team members · Building high-performing project teams
20
Leadership and Management
Implementation planning and risk management · Data-driven decision support and analytics · Quality management systems and audits · Groundwater management
21
Communication
Evidence-based improvement · Lessons learned and development · Financial reporting frameworks (IFRS/GAAP) · Integrated and sustainability reporting
22
Data and Measurement
Web and campaign analytics · Customer data platforms and segmentation · Web, campaign and funnel analytics · Sales analytics and forecasting tools
23
Technology and Channels
Talent sourcing channels and pipelines · Vendor management and system governance · HR technology selection and implementation · Working with organisations on wellbeing
24
Governance and Compliance
Managing complexity and comorbidity · Underwriting principles and risk selection · Insurance regulation and consumer protection · In-process quality control and inspection
25
Rights, Policy and Protection
Capstone scoping: a real governance or policy issue · Designing a governance, compliance or policy solution · Risk, legal and feasibility analysis · Policy cycle and evidence-based policy
26
Cost and Value
Funding, cash flow and financing · Value and benefits management · Value engineering and optimisation · Realising and measuring project value
27
Markets and Proposition
Market analysis and environmental scanning · Aligning marketing and sales (smarketing) · Marketing and sales KPIs and dashboards · Market and customer analysis
28
Change and Improvement
Change control and configuration · Innovation and continuous delivery · Measuring change and project impact · Continuous improvement and retrospectives
29
Planning and Delivery
Programme cycle management in NGOs · Range planning and category management · Mine planning and methods: surface and underground · Projects and expansion: connecting the unserved
30
Stakeholders and Partners
The HR operating model and business partnering · Stakeholder mapping and consultation · Regulator and auditor relationships · Transparency and stakeholder trust

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

  • Delivering What Was Promised — applied to your own work
  • Service Levels in Practice — applied to your own work
  • Resolution and Escalation — applied to your own work
  • Recovery and Accountability — applied to your own work
  • Serving Every User — applied to your own work
  • Evidence of Delivery — 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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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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