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Manager – Service Delivery

3 months ago

Bengaluru, Karnataka, India RPS Consulting Pvt. Ltd. Full time

The Service Delivery Manager will oversee the delivery and operational aspects of training programs. This role requires managing the sourcing team, maintaining vendor and trainer relationships, ensuring customer satisfaction, and handling escalations.

The ideal candidate should have a deep understanding of the training industry, exceptional organizational skills, and a strong customer focus.

  • Maintain a deep understanding of the technical training industry and emerging trends.
  • Identify and implement best practices to enhance training delivery and operations.
  • Oversee end-to-end delivery and operations of training programs.
  • Ensure timely and efficient execution of training sessions.
  • Optimize resource allocation for training delivery.
  • Lead and manage the sourcing team to address new technology training needs.
  • Foster a collaborative and high-performance team environment.
  • Establish strong relationships with vendors and freelance trainers.
  • Source and onboard quality trainers to meet organizational needs.
  • Ensure high customer satisfaction through effective training execution.
  • Analyze feedback to improve training services continuously.
  • Handle escalations promptly and effectively to resolve training-related issues.
  • Implement solutions to prevent future escalations and enhance service quality.
  • Establish quality assurance processes for high training standards.
  • Monitor and evaluate training outcomes to align with organizational goals.
  • Collaborate with the sales team to support deal execution and conversion rate improvement.
  • Participate in new solution sourcing to meet client demands.
  • Communicate effectively with internal and external stakeholders.
  • Provide regular updates on training operations and performance metrics.
Qualifications:
  • Bachelor's degree in Education, Business, or related field; Master's degree preferred.
  • Proven experience in managing training delivery and operations, especially in a technical training environment.
  • Strong understanding of the training industry and emerging trends.
  • Excellent leadership, problem-solving, and strategic planning skills.
  • Ability to manage multiple priorities and work under pressure.
  • Exceptional communication and interpersonal skills.
  • Customer-focused with a commitment to delivering high-quality service.