Manager, Service Delivery Management

Job title: Manager, Service Delivery Management, 12-month Fixed Term Contract/Secondment

Key Responsibilities Leadership & Team Management

• Lead and inspire a team of six direct reports, fostering a positive, collaborative, and high-performance culture.
• Role model Pearson's leadership behaviours and values in all interactions.
• Represent Pearson with internal and external stakeholders, building strong relationships and promoting the Remote Invigilation Service.

Service Delivery & Operations

• Oversee the end-to-end delivery of remote exams, including all scheduling, risk management, and quality assurance.
• Build and manage comprehensive exam delivery schedules, including mocks and familiarisation activities.
• Proactively identify and mitigate risks, escalating issues as appropriate.
• Establish and review quality assurance gateways, ensuring continuous improvement.
• Work closely with the invigilator management teams, ensuring resource numbers are accurate and they are equipped to deliver outstanding service.

Stakeholder & Customer Management

• Work closely with the Head of Assessment Services and wider teams to ensure effective governance of workflows, processes, and KPIs.
• Maintain clear communication and visibility across teams regarding entry volumes and timelines.
• Build strong relationships with customers, third-party vendors, and internal stakeholder groups.

Compliance & Integrity

• Ensure all regulatory requirements are met in service delivery.
• Oversee training for teams on maintaining the integrity of Pearson qualifications.
• Monitor and report on compliance, supporting audit and improvement activities.

Service Improvement & Innovation

• Lead continuous improvement in service delivery, leveraging technology to drive change and maximise capabilities.
• Lead lessons learnt activities and pre-exam readiness sessions.
• Support and deliver transformational projects, including the adoption of AI and other innovative solutions.

Financial & Performance Management

• Manage elements of the Remote Invigilation Service budget, highlighting risks and evidencing cost savings and efficiencies.
• Set up and maintain reporting methodologies to monitor time, cost, quality, and risks.

Project Leadership

• Lead operational projects focused on reviewing processes, identifying improvements, and implementing approved changes for greater efficiency.

Skills & Experience

• Proven experience in service delivery management, ideally within education, assessment, or technology-enabled environments.
• Strong leadership and stakeholder management skills, with experience in matrix management.
• Excellent project management, risk management, and problem-solving abilities.
• Familiarity with remote assessment technologies and compliance frameworks.
• Outstanding communication and interpersonal skills.
• Ability to drive innovation and manage change.

Working Pattern & Location

• Hybrid working arrangement, with a reporting line to the Manchester office.
• Occasional travel required for face-to-face team meetings and other business needs.

Your rewards & benefits

We know you'll do great work, so we give a lot back with some of the best benefits in the business. We know one size doesn't fit all, so our workplace programs meet the different needs of our diverse teams, and their families too.

Who we are:

At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson.

Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

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