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- Tasks: Lead a dynamic team to deliver innovative remote exam services and ensure top-notch quality.
- Company: Join Pearson, a leader in education with a collaborative and inclusive culture.
- Benefits: Enjoy flexible hybrid work, competitive pay, and fantastic perks tailored for diverse needs.
- Why this job: Make a real impact in education while driving innovation and embracing new technologies.
- Qualifications: Experience in service delivery management and strong leadership skills are essential.
- Other info: Great opportunities for career growth and personal development in a supportive environment.
The predicted salary is between 36000 - 60000 £ per year.
Manchester, Lancashire, United Kingdom (Hybrid)
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.
- 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.
- 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.
- 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.
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
Contact Detail:
Pearson 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 your connections on LinkedIn or at industry events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We want you to show how you can fit in and contribute to their goals, especially in service delivery management.
✨Tip Number 3
Practice your answers to common interview questions, but keep it natural. We’re looking for authenticity, so let your personality shine through!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role.
We think you need these skills to ace Manager, Service Delivery Management in Manchester
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in service delivery management. We want to see how your skills align with the role, so don’t hold back on showcasing your leadership and project management abilities!
Showcase Your Achievements: When detailing your past roles, focus on specific achievements that demonstrate your impact. Use numbers and examples to illustrate how you’ve driven improvements or managed successful projects. We love seeing tangible results!
Be Authentic: Let your personality shine through in your application. We value authenticity and want to get a sense of who you are beyond your qualifications. Share your passion for education and technology, and how you can contribute to our team culture.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it makes the process smoother for everyone involved.
How to prepare for a job interview at Pearson
✨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.
✨Understand Service Delivery Processes
Brush up on the end-to-end delivery processes for remote exams. Be ready to discuss how you would manage scheduling, risk management, and quality assurance, as well as any relevant technologies you've used in previous roles.
✨Build Relationships
Since this role involves working with various stakeholders, think about how you can demonstrate your relationship-building skills. Prepare anecdotes that highlight your experience in collaborating with internal teams, customers, and third-party vendors.
✨Showcase Problem-Solving Skills
Be prepared to discuss specific challenges you've faced in service delivery and how you overcame them. Highlight your project management and risk management abilities, and be ready to suggest innovative solutions that could enhance service delivery.
