Service Delivery Ops Associate Manager

 About The Role  

Skill required: Talent Development - Learning Delivery Operations

Designation: Service Delivery Ops Associate Manager

Qualifications:Any Graduation

Years of Experience:10 to 14 years
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song"” all powered by the world's largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? The Instructor Lead is accountable for leading a team of facilitators and ensuring the delivery of high-quality, learner-centric experiences across virtual and in-person formats. This role combines delivery oversight, people leadership, and client engagement, with a strong emphasis on maintaining facilitation excellence and supporting strategic delivery planning.The Instructor Lead contributes to direct facilitation as needed and serves as a key liaison with both internal learning teams and client stakeholders. The role also involves providing insights and advisory input on best-fit facilitation strategies based on audience needs, business context, and learner feedback.Ensure successful delivery of learning solutions and review their effectiveness and applicability.

What are we looking for?

Written and verbal communication

Bachelor's degree

Minimum 12 to15+ years of experience in adult learning delivery (for CL8 a min of 10 to12+ years of experience)

Demonstrated experience leading facilitator teams or managing delivery quality at scale

Proven ability to deliver learning to global and culturally diverse audiences

Subject matter expertise in one or more of the following areas:e.g., leadership, communication, onboarding, functional/domain training

Critical Thinking

Problem ManagementPreferred
Qualifications:

Experience supporting clients in shaping delivery models, cohort strategies, or facilitation approaches

Experience using feedback and delivery data to inform coaching, performance conversations, and strategic decision-making

Familiarity with delivery platforms and learner engagement tools used in hybrid and virtual environmentsProfessional Competencies:

Strong leadership, team development, and coaching skills

Strategic communication and stakeholder engagement capabilities

Analytical approach to performance management and quality assurance

Able to balance operational execution with forward-looking delivery planning

Commitment to continuous improvement and learner experience

Roles and Responsibilities: Team Leadership and Quality Oversight

Lead a team of instructors, ensuring consistent adherence to delivery standards, audience engagement, and program objectives

Conduct regular delivery observations, calibration sessions, and feedback reviews to drive team alignment and performance

Identify skill gaps and support capability-building plans for instructors through coaching, mentoring, and targeted development

Champion best practices in facilitation and promote learner-centric, inclusive delivery approachesClient Liaison and Delivery Governance

Serve as the primary contact for delivery-related matters with client stakeholders

Collaborate on delivery planning, demand forecasting, and resource allocation across regions and time zones

Participate in governance forums and business reviews, representing delivery metrics, risks, and improvement opportunities

Provide advisory input on facilitation formats, sequencing, and delivery models based on audience profile and learning intentDelivery Contribution and Continuous Improvement

Deliver sessions when required"”particularly for high-priority cohorts or pilots"”to ensure continuity and model delivery excellence (delivery will be a mandate for CL8 for 80% of the time to stay updated and relevant. Team management responsibilities may be optional, and therefore he/she may also operate in an IC – individual contributor role in some cases)

Use learner feedback, attendance data, and quality indicators to identify trends and inform improvements to facilitation practices

Liaise with content, curriculum, and learning operations teams to surface delivery insights and inform design enhancements

Stay current with evolving delivery tools, formats, and trends to inform team capability and improve learner outcomesThought Leadership and Delivery Strategy

Provide input on the design of facilitator enablement programs and delivery frameworks

Drive discussions on delivery approach optimisation e.g. hybrid models, cohort-based learning, flipped classroom formats

Promote a culture of continuous learning, experimentation, and feedback among the delivery team

Identify opportunities for innovation in delivery and recommend enhancements to support business and learner impact
 Qualification Any Graduation