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Manager – Service Delivery
3 weeks ago
The Service Delivery Manager will be responsible for overseeing the delivery and operational aspects of our training programs. This role involves managing the sourcing team, maintaining relationships with vendors and trainers, ensuring high levels of customer satisfaction, and handling escalations. The ideal candidate will 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 the end-to-end delivery and operations of training programs.
- Ensure the timely and efficient execution of training sessions.
- Manage resource allocation to optimize training delivery.
- Lead and manage the sourcing team to meet new technology training needs.
- Foster a collaborative and high-performance team environment.
- Establish and maintain strong relationships with vendors and freelance trainers.
- Source and onboard high-quality trainers to meet organizational needs.
- Ensure high levels of customer satisfaction through effective training execution.
- Capture and analyze feedback to continuously improve training services.
- Handle escalations promptly and effectively to resolve any training-related issues.
- Implement solutions to prevent future escalations and enhance service quality.
- Implement quality assurance processes to ensure the highest standards of training delivery.
- Monitor and evaluate training outcomes to ensure alignment with organizational goals.
- Work closely with the sales team to support large deal execution and conversion rate improvement.
- Collaborate on 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 a related field; Master’s degree preferred.
- Proven experience in managing training delivery and operations, preferably 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.
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