Service Delivery Manager
2 days ago
Role Overview:The Service Delivery Manager (L&D) will be responsible for end-to-end execution, quality assurance, and continuous improvement of learning and development program delivery. This includes managing client relationships, coordinating with internal teams, ensuring timely delivery of projects, and driving learner experience excellence across programs. The ideal candidate will have a deep understanding of L&D frameworks, strong project and stakeholder management skills, and a passion for people development.
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 fields7–10 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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