Manager, Service Delivery Management
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Job Location:
Manchester - UK
Monthly Salary:
Not Disclosed
Posted on:
14 hours ago
Vacancies:
1 Vacancy
Job Summary
Job title: Manager Service Delivery Management 12-month Fixed Term Contract/Secondment
Key Responsibilities
Leadership & Team Management
- Lead and inspire a team of six direct reports fostering a positive collaborative and high-performance culture.
- Role model Pearsons leadership behaviours and values in all interactions.
- Represent Pearson with internal and external stakeholders building strong relationships and promoting the Remote Invigilation Service.
Service Delivery & Operations
- Oversee the end-to-end delivery of remote exams including all scheduling risk management and quality assurance.
- Build and manage comprehensive exam delivery schedules including mocks and familiarisation activities.
- Proactively identify and mitigate risks escalating issues as appropriate.
- Establish and review quality assurance gateways ensuring continuous improvement.
- Work closely with the invigilator management teams ensuring resource numbers are accurate and they are equipped to deliver outstanding service.
Stakeholder & Customer Management
- Work closely with the Head of Assessment Services and wider teams to ensure effective governance of workflows processes and KPIs.
- Maintain clear communication and visibility across teams regarding entry volumes and timelines.
- Build strong relationships with customers third-party vendors and internal stakeholder groups.
Compliance & Integrity
- Ensure all regulatory requirements are met in service delivery.
- Oversee training for teams on maintaining the integrity of Pearson qualifications.
- Monitor and report on compliance supporting audit and improvement activities.
Service Improvement & Innovation
- Lead continuous improvement in service delivery leveraging technology to drive change and maximise capabilities.
- Lead lessons learnt activities and pre-exam readiness sessions.
- Support and deliver transformational projects including the adoption of AI and other innovative solutions.
Financial & Performance Management
- Manage elements of the Remote Invigilation Service budget highlighting risks and evidencing cost savings and efficiencies.
- Set up and maintain reporting methodologies to monitor time cost quality and risks.
Project Leadership
- Lead operational projects focused on reviewing processes identifying improvements and implementing approved changes for greater efficiency.
Skills & Experience
- Proven experience in service delivery management ideally within education assessment or technology-enabled environments.
- Strong leadership and stakeholder management skills with experience in matrix management.
- Excellent project management risk management and problem-solving abilities.
- Familiarity with remote assessment technologies and compliance frameworks.
- Outstanding communication and interpersonal skills.
- Ability to drive innovation and manage change.
Working Pattern & Location
- Hybrid working arrangement with a reporting line to the Manchester office.
- Occasional travel required for face-to-face team meetings and other business needs.
Your rewards & benefits
We know youll do great work so we give a lot back with some of the best benefits in the business. We know one size doesnt fit all so our workplace programs meet the different needs of our diverse teams and their families too.
Please see our attractive UK benefits here: Pearson Jobs Benefits
Required Experience:
Manager
Key Skills
- IT Experience
- Data Center Experience
- Problem Management
- Network Management
- Management Experience
- Solaris
- Customer Support
- ServiceNow
- IT Service Management
- ITIL
- Project Management
- Operating Systems
About Company
Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gen ... View more
