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For Companies At a Glance
- Tasks: Lead a dynamic team to deliver remote exams and enhance service quality.
- Company: Join Pearson, a leader in education and technology with a collaborative culture.
- Benefits: Enjoy hybrid working, competitive pay, and a range of attractive benefits.
- Why this job: Make a real impact in education while driving innovation and change.
- Qualifications: Experience in service delivery management and strong leadership skills required.
- Other info: Opportunity for career growth and involvement in exciting projects.
The predicted salary is between 36000 - 60000 £ per year.
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.
Manager, Service Delivery Management in Manchester employer: Pearson Education
Contact Detail:
Pearson Education Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Manager, Service Delivery Management in Manchester
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those who work at Pearson. A friendly chat can open doors and give you insider info about the role.
✨Tip Number 2
Prepare for interviews by practising common questions related to service delivery management. Think about how your experience aligns with leading teams and managing projects effectively.
✨Tip Number 3
Showcase your leadership skills during interviews. Share specific examples of how you've inspired teams and improved service delivery in past roles. We love hearing about real-life successes!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining our team at Pearson.
We think you need these skills to ace Manager, Service Delivery Management in Manchester
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the job description. Highlight your leadership and service delivery management experience, as well as any relevant projects you've led. We want to see how you can inspire a team and drive innovation!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about this role and how your background aligns with our values. Don’t forget to mention your experience in managing stakeholders and delivering exceptional service.
Showcase Your Achievements: When detailing your experience, focus on specific achievements that demonstrate your ability to manage projects and improve service delivery. Use metrics where possible to show how you’ve made a difference in previous roles. We love numbers!
Apply Through Our Website: We encourage you to apply directly through our website for a smoother application process. It’s the best way to ensure your application gets into the right hands. Plus, you’ll find all the info you need about the role and our company culture there!
How to prepare for a job interview at Pearson Education
✨Know Your Leadership Style
As a Manager in Service Delivery Management, showcasing your leadership style is crucial. Prepare examples of how you've inspired and led teams in the past, focusing on fostering a positive culture and achieving high performance.
✨Master the Service Delivery Process
Familiarise yourself with the end-to-end delivery of remote exams. Be ready to discuss your experience with scheduling, risk management, and quality assurance. Highlight any specific tools or methodologies you've used to ensure smooth operations.
✨Build Strong Relationships
Since stakeholder management is key, think about how you've built relationships with customers and vendors in previous roles. Prepare to share specific instances where your communication skills made a difference in service delivery.
✨Showcase Your Innovation Mindset
The role requires driving continuous improvement and leveraging technology. Come prepared with examples of how you've implemented innovative solutions or led transformational projects in your past positions, especially in education or tech environments.
