Specialist, Service Delivery

Job title: Specialist Service Delivery

Description: In this role youll support and drive end-to-end service delivery by partnering with cross-functional teams to ensure operational excellence and consistent outcomes. This role aligns to industry-level positions such as Service Delivery Specialist or Operations Specialist

The Role

Part of Pearson School Qualifications the Assessment division combines excellence in assessment with outstanding customer experience. The Assessment division has end-to-end responsibility for delivering on-time accurate results of high stakes UK and international qualifications to our learners and first-class customer service to all our customers.

The Specialist Services Delivery assists in delivery of operations in the Assessment Services portfolio and is responsible for the Remote Invigilation Service and other Assessment Services. The role reports to the Assessment Services Delivery Manager working to ensure the end-to-end operations are delivered accurately and professionally and customer focused services are provided.

Purpose

Were looking for a Specialist Services Delivery . The Delivery Lead will support the overarching delivery of namely the Remote Invigilation Service with a focus on end-to-end high-stake delivery and innovation with service improvement.

What Youll Own

End to end delivery of high stake assessment

• Champion learner experience through accurate set up and quality assurance of high stake assessment for those sitting with the Remote Invigilation Service.
• Be an expert on set up and act as an internal point of escalation
• Confidently collaborate cross functionally with vital areas of Assessment and beyond to ensure all requirements of the service are met.
• Live delivery of high stake assessment:
• Monitor the progress of live delivery flag risk error and improvements.
• Support invigilators and Team Leaders/Snr Team Leaders providing guidance troubleshooting and escalation support.

• Provide coverage of alternative assessment sittings to support candidates based in different time zones.

  Innovation and Service Improvement

• Drive project work to support the expansion of the Remote Invigilation Service including:
• Delivering new subjects including those with practical elements
• o New markets
• o New offers
• o Introducing new services under the Remote Invigilation scope
• o Improving delivery of existing subjects
• o Transformational projects (embedding AI for example)
• Contribute to continuous improvement through feeding lessons learned into future planning training and delivery.

About You

• You bring experience in exam delivery assessment operations or complex operational coordination and youre comfortable working in highstakes timecritical environments.
• Youre confident using digital platforms and tools and quick to adapt as services evolve.
• You thrive on collaborating with diverse stakeholders building trust and keeping everyone aligned during live delivery and change.
• You communicate with clarity and calm especially when supporting others during incidents or peak pressure moments.
• You take a proactive solutionsfocused approach spotting issues early and taking ownership to resolve them.
• Youre comfortable working flexibly and independently including outside standard hours during live exam delivery or peak assessment periods.

What Youll Get

• The opportunity to work on highimpact highvisibility assessments that matter to learners globally.
• Exposure to cuttingedge innovation in assessment delivery including service expansion and digital transformation.
• A role that connects directly to Pearsons mission with clear ownership accountability and influence.
• Hybrid working with a reporting line to our Manchester office plus opportunities for facetoface collaboration through team meetings and key events.

Ready to Make an Impact

Apply now and help shape the future of assessment delivery through innovation operational excellence and a relentless focus on the learner experience.