Operational leadership and management - Operational Delivery Profession

Leading people and managing resources whilst overseeing and supporting, large operational teams is a key part of the ODP skill set. Leading effectively involves understanding the whole system, its complexity and interdependencies and how to maximise this understanding to lead the delivery of a quality service with a view on the future and vision.

Learn more about skills levels

AwarenessA

Awareness ?Learn more about skills levels

Manages activities to provide high standards of service delivery.
Continuously strives to improve processes or procedures.
Determines when to escalate or refer complex or difficult issues to team leaders or supervisors

Learning Curriculum for Awareness level Operational leadership and management

If there is a particular subject / skill area that you wish to further develop your knowledge and skills or have an interest in, we would recommend that you discuss this with your line manager using the learning curriculum as a guide to identify suitable learning.

Learning Curriculum Resources for Awareness level Operational leadership and management
Resource	Platform	Format	Duration	Cost
Gathering and analysing customer information	CSL	e-learning	50mins	N/A
Process Improvement steps - Process improvement guide	Online	Guide	25mins	N/A
When and how to escalate issues at work	Vault	Blog	10mins	N/A
A beginner's guide to Service delivery models	Argano	Article	15mins	N/A
A beginner's guide to Service delivery models	Online	Article	15mins	N/A
How to raise a problem - Talking with your employer about a problem	ACAS	Guide	15mins	N/A
How to improve customer service - 20 practical tips	KSL training	guide	20mins	N/A
How to drive Continuous improvement	APQC	Blog	15mins	N/A
When (and how) to escalate a customer complaint	Case IQ	E-Learning	15mins	N/A
Time management skills, techniques and strategies	Online	Article	30mins	N/A
NICS only - Core Management Tools and Techniques - Managing Effectively the 80-20 Way	Northern Ireland Civil Service Learning	E-Learning	5 minutes	N/A
NICS only - Core Management Tools and Techniques - Action Plan	Northern Ireland Civil Service Learning	E-Learning	5 minutes	N/A
NICS only - Core Management Tools and Techniques - Effective Questioning Skills	Northern Ireland Civil Service Learning	E-Learning	5 minutes	N/A
NICS only - Core Management Tools and Techniques - Feedback Techniques	Northern Ireland Civil Service Learning	E-Learning	5 minutes	N/A
NICS only - Core Management Tools and Techniques - Priority Matrix	Northern Ireland Civil Service Learning	E-Learning	5minutes	N/A
NICS only - Core Management Tools and Techniques - The SWOT Matrix	Northern Ireland Civil Service Learning	E-Learning	5minutes	N/A
NICS only - Core Management Tools and Techniques - Objective Setting the SMART Way	Northern Ireland Civil Service Learning	E-Learning	5minutes	N/A
NICS only - Top Tips to Lead Team Remotely	Northern Ireland Civil Service Learning	Resource document	N/A	N/A
NICS only - Delegating to a Virtual Team	Northern Ireland Civil Service Learning	E-Learning	1 hour 30 minutes	N/A
NICS only - Performance Management	Northern Ireland Civil Service Learning	Webinar, virtual classroom	1 day	N/A
NICS only - Change Awareness	Northern Ireland Civil Service Learning	E-Learning	30min	N/A
WG only - Women in Leadership	Welsh Government Learning Lab	Conference	1 day	https://www.dodsdiversity.com/upcoming-events/women-into-leadership-online-653
WG only - Line Manager induction programme	Welsh Government Learning Lab	E-Learning	2 hours	N/A
WG only - Mastering line management: Top Tips	Welsh Government Learning Lab	Video	1 hour	N/A

WorkingW

Working ?Learn more about skills levels

Leads teams in an inclusive way motivating them to deliver and achieve high quality outcomes.
Provides clear direction to team members to deliver successful outcomes in challenging circumstances.
Plans team workload balancing support and ensuring excellent service delivery to stakeholders ensuring delivery against performance targets or procedures.

Learning Curriculum for Working level Operational leadership and management

Learning Curriculum Resources for Working level Operational leadership and management
Resource	Platform	Format	Duration	Cost
How to build a high-performing team	IoD	Blog	30mins	N/A
How to write SMART goals	Atlassian	Blog	20mins	N/A
Service delivery management: Steps, Practices & template	Online	E-Learning	30mins	N/A
Inclusive leadership: The secret of high performing teams	Online	E-Learning	15mins	N/A
Developing people: further resources	Civil Service Learning	Blended	51 minutes	N/A
Managing teams remotely	CSL	e-learning	30mins	N/A
How to practice inclusive leadership for a stronger team	HBS	Article	30mins	N/A
Coaching and Mentoring	CSL	e-learning	1hr 25mins	N/A
9 workload management strategies to balance team capacity	Online	Blog	1hr	N/A
Developing effective teams	NCVO	Guide	1hr	N/A
NICS only - Developing and Leading Team to Achieve Goals	Northern Ireland Civil Service Learning	E-Learning	45 minutes	N/A
NICS only - Coaching Skills	Northern Ireland Civil Service Learning	E-Learning	30 minutes	N/A
NICS only - The Art of Delegation	Northern Ireland Civil Service Learning	E-Learning	25 minutes	N/A
NICS only - Developing and Leading Team to Achieve Goals	Northern Ireland Civil Service Learning	E-Learning	45 minutes	N/A
NICS only - Core Management Tools and Techniques	Northern Ireland Civil Service Learning	E-Learning	5minutes	N/A
NICS - Dedicated Explore (EO2/EO1) Leadership Programme	Northern Ireland Civil Service Learning	In person	4 days	N/A
NICS only - Performance Management - Policy and Procedure	Northern Ireland Civil Service Learning	E-Learning	1 hour	N/A
NICS only - Performance Management	Northern Ireland Civil Service Learning	Virtual classroom	1 day	N/A
NICS only - Effective Remote Communication	Northern Ireland Civil Service Learning	Webinar	1 hour 30 minutes	N/A
NICS only - Managing Conflict in a Virtual World	Northern Ireland Civil Service Learning	Resource only	N/A	N/A
NICS only - Dedicated Empower (SO/DP) Leadership Programme, which includes a module on inclusive leadership	Northern Ireland Civil Service Learning	In person - classroom based	4 days	N/A
NICS only - Delegating to a Virtual Team	Northern Ireland Civil Service Learning	E-Learning	1hour 30minues	N/A
NICS only - Performance Management	Northern Ireland Civil Service Learning	Webinar, virtual classroom	1 day	N/A
NICS only - Change Awareness	Northern Ireland Civil Service Learning	E-Learning	30min	N/A

PractitionerP

Practitioner ?Learn more about skills levels

Communicates a clear sense of purpose, provides a direction that stakeholders understand and engage with.
Leads large, diverse teams with an appreciation of the interdependencies and with a sense of inclusivity.
Establishes a culture of confidence in times of ambiguity and complexity which enables delivery of outcomes, often working within legal or regulatory frameworks.

Learning Curriculum for Practitioner level Operational leadership and management

Learning Curriculum Resources for Practitioner level Operational leadership and management
Resource	Platform	Format	Duration	Cost
5 steps to better Change Management communication	Prosci	Blog	1hr
Smarter working part two - developing your smarter work approach	CSL	e-learning	2hrs 26mins	N/A
Managing poor performance	CSL	e-learning	3hrs 5mins	N/A
The ultimate guide to stakeholder management	Atlassian	Article	1hr	N/A
Preventing and managing team conflict	HBS	Blog	15mins	N/A
Workload planning: strategies to balance team capacity	Online	Blog	20mins	N/A
15 best workload management tools for team efficiency in 2026	Online	Blog	1hr	N/A
New approach to ensure regulators and regulation support growth	Gov.UK	Guide	1hr	N/A
NICS only - The Art of Delegation	Northern Ireland Civil Service Learning	E-Learning	25minutes	N/A
NICS only - Core Management Tools and Techniques	Northern Ireland Civil Service Learning	E-Learning	5 minutes	N/A
NICS - Dedicated Explore (EO2/EO1) Leadership Programme	Northern Ireland Civil Service Learning	In person	4 days	N/A
NICS only - Managing Change	Northern Ireland Civil Service Learning	In person	1 day	N/A
NICS only - Performance Management	Northern Ireland Civil Service Learning	Virtual classroom	1 day	N/A
NICS - Contributing and Adapting to Change	Northern Ireland Civil Service Learning	In person workshop	1 day	N/A
NICS only - Managing Conflict in a Virtual World	Northern Ireland Civil Service Learning	Resource only	N/A	N/A
NICS only - Dedicated Empower (SO/DP) Leadership Programme, which includes a module on inclusive leadership	Northern Ireland Civil Service Learning	In person - classroom based	4 days	N/A

ExpertE

Expert ?Learn more about skills levels

Leads across multiple areas, balancing competing and common priorities to drive improvements in overall effectiveness across government.
Leads large and complex organisations making the connections across government and strategies.
Leads and role models the desired culture, mentors others and maintains a culture of inclusivity and respect.

Learning Curriculum for Expert level Operational leadership and management

Learning Curriculum Resources for Expert level Operational leadership and management
Resource	Platform	Format	Duration	Cost
Cross-government working- good practice guide for leaders and practitioners	NAO	Report	1hr	N/A
Strategies, missions and whole of Government action	Online	Blog	1hr 30mins	N/A
What is Executive coaching? Benefits for the 2025 workplace	Online	Blog	30mins	N/A
How to build strong partnerships between Governments	Online	Article	45mins	N/A
Unlocking Data sharing across Government - Data in Government	Gov.UK	Blog	30mins	N/A
How to make the most of Role Modelling	Online	Article	1hr	N/A
Leadership	Online	Guide	45mins	N/A
Four tools to lead complex organisations	Online	Article	1hr	N/A