Service Delivery Ops Team Lead

 About The Role  

Skill required: Talent Development - Learning Delivery Operations

Designation: Service Delivery Ops Team Lead

Qualifications:Any Graduation

Years of Experience:7 to 11 years

What would you do? Planning and event managementDesigning, planning and implementing small to medium tailored training programs. This position establishes and maintains client relationships and provides ongoing support for all associated stakeholders at the program and/or training session level. This role works mostly independently and relies on established guidelines and practices to identify, assess, and resolve problems within their projects. Broad activities that are part of this role include Learning Event Planning and Delivery Support, Supervision, Relationship Management, Financial Management and Materials Management. The DSM Specialist seeks guidance as needed from DSM Senior Leads and Managers. Talent Development processEnsure successful delivery of learning solutions and review their effectiveness and applicability.

What are we looking for? Written and verbal communicationEducationBachelors Degree Work ExperienceMinimum 4 years of training experienceMinimum of 2 years of experience of client relationship managementMinimum of 2 years of experience of scope management6 - 8 years business experience with similar backgroundCritical Thinking, Problem ManagementProject management skills (Planning & Organizing)Working independently, accountable for deadlines, able to escalate if necessary Comfortable with ambiguity, able to provide advice and guidance when direction is not well definedConfidence/assured working with client leadership and delivering difficult messages Ability to prioritize conflicting requirementsAbility to gather, analyze and formulate conclusions on dataPeople management skills (Coaching, listening, giving direction)Cost estimating and financial analysisStrong written and verbal communication skillsEnglish language proficiency requiredMulti-cultural awarenessEvent planning experienceInitiative and bias for action Critical thinking / problem solving skillsConflict resolution, facilitation, negotiationGood time management skillsAssist with developing and documenting cross region scheduling processesCommunicate LMS and other Scheduling tool issues or potential enhancements to Global Scheduling LeadProvide input to budget and manage costs to operate within budget guidelines
Roles and Responsibilities: Work with BI/ BP to prepare demand plan by collating training requests and working with country stakeholders, BPsWork with BI to understand training needs and collect demand from the stakeholders and build out quarterly detailed demand planConduct interviews with facilitators to assess their qualifications and expertise,and subsequently assign them to appropriate workshops based on their skillsets and experienceConduct Train-the-Trainer (TTT) and Train-the-Backbone (TB) sessions to upskill facilitators,equipping them with the necessary knowledge and tools to effectively deliver workshopsCollaborate with the scheduling team to ensure that all session details,including session loading,enrollment, and attendance marking, were accurately updated in the Learning Management System (LMS)Collaborate with Business Partner and Stakeholders to retrieve session nominationsManage session fill rate and handle ad hoc requests,collaborate with regional business partner,and take appropriate actions within cancellation windowCoordinate communication between facilitators and session requestors as necessary to ensure clear expectations are established regarding training deliveryRegular meetings with Business Partners (BP) to review the demand file and ensure alignment with session objectives and timelinesCollaborate with the scheduling team/host to assess the final session scores and then present them to the client for their evaluation and feedbackConduct analysis of sessions with low scores, develop triage decks, and formulate action plans to address identified issues to improve future sessionsCollaborate with the Analytics team to communicate client requirements and provide necessary explanations to generate customized reportsManage the scheduling of stakeholder or client meetings to evaluate the progress of their sessionsWork with Delivery teams/BI/DSM to maintain accurate course,instructor,and facility informationCollaborate closely with the Learning Architecture team to fully understand course requirements and ensure their successful implementation in session deliveryWork with,BI,Capability leads to create viable cost-effective schedules and programs to agreed guidelinesAct as first point of contact for escalation of client and operational issues for assigned regionPro-actively escalate potential serious/high-level issues to Global Scheduling LeadTake the lead in supporting scheduling team daily activities, providing coaching where appropriate and ensuring that all client scheduling roles are coveredChallenge established practice and processes to raise scheduling
 Qualification 
Any Graduation