Service Delivery Manager

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 fields
• 710 years of relevant experience in L&D, with at least 35 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)