Service Delivery Manager

14 hours ago

Gurugram Gurugram India NIIT Limited Full time

Job Description 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 - 710 years of relevant experience in L&D, with at least 35 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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