Service Delivery Manager

2 hours ago

Gurugram Haryana India, IN NIIT Limited Full time

Key Responsibilities:

  • Manage the execution and delivery of L&D programs (classroom, virtual, and digital formats) across various geographies and client accounts
  • Act as the primary point of contact for clients regarding program delivery, issue resolution, and updates
  • Work closely with instructional designers, facilitators, and operations teams to ensure learning interventions are executed with high quality and in alignment with client objectives
  • Monitor program effectiveness and success metrics through feedback, assessments, and client review
  • Track budgets, project timelines, and resource allocation for each engagement
  • Ensure adherence to SLAs, SOPs, and internal quality standards
  • Coordinate with external trainers, vendors, and partners for specialized program delivery
  • Lead continuous improvement initiatives to enhance delivery efficiency and learner experience
  • Prepare reports, dashboards, and presentations for clients and internal stakeholders
  • Support proposal creation, client meetings, and pre-sales as needed from a delivery feasibility perspective
  • Lead a team of program coordinators or delivery support professionals, as applicable

Required Skills and Competencies:

Functional Competencies:

  • Strong program/project management skills
  • Understanding of adult learning principles and L&D frameworks
  • Excellent client service and stakeholder management abilities
  • Proficiency in digital learning platforms and LMS tools
  • Budgeting and cost tracking knowledge
  • Risk and change management experience

Behavioral Competencies:

  • Excellent communication and interpersonal skills
  • Proactive problem-solving mindset
  • Strong leadership and team collaboration
  • Time management and multitasking capabilities
  • Attention to detail and execution excellence
  • Ability to work in a dynamic, fast-paced environment

Qualifications & Experience:

  • Graduate/Postgraduate in HR, Education, Psychology, or related fields
  • 7–10 years of relevant experience in L&D, with at least 3–5 years in program delivery or service management roles
  • Experience in managing corporate training programs or learning interventions at scale
  • Exposure to tools such as MS Project, Excel, Power BI, or any LMS platforms (e.g., Moodle, Cornerstone, SuccessFactors)

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