Specialist, Service Delivery

Context

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 Assessment Services Delivery Lead 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 an Assessment Services Delivery Lead. 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.

Key Accountabilities

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:

o Monitor the progress of live delivery flag risk error and improvements.

o Support invigilators and Team Leaders/Snr Team Leaders providing guidance troubleshooting and escalation support.

o 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:

o 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.

Experience Skill and Qualifications

What youll bring:

Experience in exam delivery or operational coordination

Confidence using digital tools and platforms

Experienced in stakeholder management

Strong communication skills a calm clear demeanor when supporting others

A proactive mindset acknowledging issues early and taking action

Commitment to work flexibly and independently across services where needed especially during live exam delivery or peak periods.

Role Location / Working Pattern

This is a hybrid working position with a reporting line to our Manchester office. Travel for face-to-face team meetings and other meetings may be required. This role reports to the

Remote Invigilation Service Delivery Manager.