Service Delivery Management

This role plays a critical part in the delivery of Pearsons Remote Invigilation Service ensuring secure fair and highquality exam experiences for students worldwide. The postholder will deliver and oversee live exam sessions provide leadership during larger sittings uphold quality and compliance standards and contribute to training standardisation and continuous improvement initiatives.

This is a 6month fixed term contract aligned to peak global exam delivery periods.

Key Responsibilities
Exam Delivery

• Deliver highquality invigilation for smaller exam sessions maintaining consistent standards across all exams (typically supervising two students per invigilator).
• Act as Team Leader during larger exam sessions providing realtime guidance oversight and issue management for a small team of invigilators.
• Escalate unresolved issues to the Pearson Remote Invigilation Service team in line with established procedures.
• Maintain accurate and timely documentation of incidents irregularities and technical issues.
• Support exam delivery across multiple global time zones including sessions outside standard UK working hours.

Training Standardisation & Development

• Contribute to the design and continuous improvement of training materials for Invigilators Team Leaders and Senior Team Leaders.
• Support the delivery of training sessions and workshops to build capability confidence and consistency across the workforce.
• Participate in ongoing standardisation activities to ensure quality compliance and consistent practice.
• Develop and maintain an invigilatorfocused lessons learned log capturing insights after each exam series to drive continuous improvement.
• Share best practice and subjectmatter expertise to support the development of the wider team.
• Contribute to process improvements that enhance efficiency quality and the overall invigilator experience.

Quality Assurance & Performance Monitoring

• Conduct invigilator quality assurance checks during and after exam sessions to ensure adherence to procedures and standards.
• Complete postexam student session QA and escalate malpractice concerns to the Malpractice team where required.
• Identify trends risks and improvement opportunities through QA activity and contribute to corrective actions.

Operational Flexibility & Wider Support

• Provide flexible operational and administrative support to other Assessment teams when not supporting live exam delivery.
• Contribute to crossfunctional projects and initiatives sharing insights from the Remote Invigilation Service to support wider assessment improvements.

Skills & Qualifications

• Previous experience in invigilation online proctoring customer support or operational/supervisory roles.
• Exceptional attention to detail and a strong commitment to following defined procedures.
• Confident and professional communicator both written and verbal.
• Calm impartial and resilient when managing challenges in live exam environments.
• Strong digital capability including video conferencing tools chat platforms and online systems.
• Reliable remote working setup with stable internet connectivity.
• Flexible motivated and committed to delivering highquality outcomes.
• Proven reliability punctuality and strong attendance record.
• Adaptable and open to change with a willingness to learn new processes and systems.
• Persistent and targetdriven with a focus on delivering results.
• Alignment with Pearsons core values.
• Commitment to equality diversity and inclusion with the ability to support students from diverse backgrounds and abilities.
• Openness to ongoing training and professional development.

Working Pattern

• Flexible shift patterns aligned to global exam schedules.
• Peak exam periods (particularly May and June) may require early mornings evenings weekends and restricted leave.
• Overtime opportunities may be available depending on operational demand.