Service Delivery Manager

20 hours ago

haryana, India 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 accountsAct as the primary point of contact for clients regarding program delivery, issue resolution, and updatesWork closely with instructional designers, facilitators, and operations teams to ensure learning interventions are executed with high quality and in alignment with client objectivesMonitor program effectiveness and success metrics through feedback, assessments, and client reviewTrack budgets, project timelines, and resource allocation for each engagementEnsure adherence to SLAs, SOPs, and internal quality standardsCoordinate with external trainers, vendors, and partners for specialized program deliveryLead continuous improvement initiatives to enhance delivery efficiency and learner experiencePrepare reports, dashboards, and presentations for clients and internal stakeholdersSupport proposal creation, client meetings, and pre-sales as needed from a delivery feasibility perspectiveLead a team of program coordinators or delivery support professionals, as applicableRequired Skills and Competencies:Functional Competencies:Strong program/project management skillsUnderstanding of adult learning principles and L&D frameworksExcellent client service and stakeholder management abilitiesProficiency in digital learning platforms and LMS toolsBudgeting and cost tracking knowledgeRisk and change management experienceBehavioral Competencies:Excellent communication and interpersonal skillsProactive problem-solving mindsetStrong leadership and team collaborationTime management and multitasking capabilitiesAttention to detail and execution excellenceAbility to work in a dynamic, fast-paced environmentQualifications & Experience:Graduate/Postgraduate in HR, Education, Psychology, or related fields7–10 years of relevant experience in L&D, with at least 3–5 years in program delivery or service management rolesExperience in managing corporate training programs or learning interventions at scaleExposure to tools such as MS Project, Excel, Power BI, or any LMS platforms (e.g., Moodle, Cornerstone, SuccessFactors)

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