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Description

Managing Internal Service Relationships: Engaging the Team, Prioritising and Measuring

Give a support function realistic service commitments and indicators that resonate with its internal customers

  • 1 day — 7 h
  • In-person or virtual
  • Intermediate
  • Up to 6 participants

A support function manager spends the day arbitrating between requests that all present themselves as priorities. Without a written service offering or shared prioritisation rules, it is the persistence of the requester that determines the queue. The team is constantly under pressure, internal customers remain dissatisfied, and no indicator allows a calm discussion about the real workload.

One day dedicated to service governance: formalising the service offering and its exclusions, negotiating commitments with internal customer departments, setting arbitration rules, building a deliberately compact dashboard and running a service review committee.

Learning objectives

  • Formalise the team's service offering and its exclusions
  • Negotiate service commitments with internal customer departments
  • Arbitrate priorities between competing requests using explicit rules
  • Select service indicators that internal customers can readily understand
  • Run an internal service committee and ensure decisions are followed through

What makes this programme different

Each participant's service offering is formalised on a single page during the session
A dashboard is built with a deliberately limited number of indicators
An arbitration meeting with a demanding department head is simulated

Programme

1Defining the Service Offering

Clarifying what the team does and does not deliver

  • Inventory of services delivered and their real workload
  • Scope, exclusions and conditions of access
  • Differentiated service levels according to the nature of requests
  • Communicating the offering to internal customer departments

2Engaging the Team and Arbitrating

Keeping the promise day to day

  • Translating commitments into handling rules
  • Prioritisation rules between competing urgent requests
  • Supporting team members on sensitive requests
  • Negotiating with a dissatisfied internal customer

3Measuring and Sustaining the Relationship

Indicators that support dialogue

  • Selecting indicators for turnaround time, quality and perception
  • Collecting satisfaction feedback from internal customer departments
  • Running an internal service committee
  • Deciding on and following up improvement actions

Who is it for

Heads and managers of support functions: IT, human resources, procurement, finance and facilities management.

Prerequisites

Lead a support team or manage an internal service activity.

Dates & locations

36 scheduled dates between November 2026 and December 2027. Seats are confirmed in the order enquiries are received.

November 2026

December 2026

January 2027

February 2027

March 2027

April 2027

May 2027

June 2027

September 2027

October 2027

November 2027

December 2027

None of these dates suit you? We open additional sessions on request, and any programme can be run privately for your team.

Practical details

Before the programme
Online positioning questionnaire. Your development objectives are shared with the trainer, who tailors the practical case studies to your context.
Teaching methods
Theoretical input, workshops and practical case studies. Digital course materials and method sheets provided.
Assessment
Multiple-choice tests and role-play exercises. Assessment of learning at the start and end of the programme, with immediate and 60-day follow-up evaluations.
After the programme
One year of access to the e-learning platform. Self-assessment of the skills acquired and a 30-day follow-up session with your trainer.
How to register
Registration online or on the basis of a quotation.
Lead time
11 working days after confirmation of registration.
Accessibility
Accessible to people of determination. Contact our accessibility coordinator to design a suitable solution: contact@mpf-academy.ae
Start dates
Rolling intake: in addition to the scheduled sessions, this programme can start on request.