NOT JUST A CONFERENCE. A COMMUNITY.

18 - 21 May 2026 | Estoril Congress Center, Estoril, Portugal

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James Michael David

GBS Strategy Director AstraZeneca

SSOWOMEN Leadership Day & Excellence Labs: May 18th, 2026

4:00 PM A MINI WORKSHOP TO DEMYSTIFY SERVICE MANAGEMENT: FRAMEWORKS, PRINCIPLES AND BEST PRACTICES

This workshop offers a comprehensive framework for designing, implementing and optimising service delivery leveraging strategic service management principles. Join the session to gain insights into the four critical stages of service management: Strategy Definition, Operating Model Design, Service Transition, and Operational Execution. Join Salvo and James to hear practical approaches for creating standardised service catalogues, implementing effective pricing models and establishing robust service level agreements, highlighting the below key steps:

• Taxonomy and service design strategies

• Knowledge capture and process documentation

• Continuous improvement methodologies

• Leveraging technology for service optimisation

• Workforce augmentation and upskilling

Check out the incredible speaker line-up to see who will be joining James Michael.

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Telephone: +44 (0) 1135 210 042
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