We are looking to hire an experienced operations manager to provide operational leadership support for a portfolio of instructor -led learning services.
Key Areas of Responsibility
1. Service Operations
- Provide oversight and direction to the Service Delivery team, ensuring services are delivered efficiently and to agreed standards.
- Lead service planning activities, including demand forecasting, capacity planning and scheduling.
- Monitor operational performance, service levels and key delivery metrics, taking action where required.
- Ensure effective processes, controls and support arrangements are in place to deliver a high-quality learner and client experience.
2. Procurement and Supplier Management
- Lead the operational aspects of procurement competitions for digital learning delivery services.
- Manage supplier onboarding, contract implementation and service transition activities.
- Monitor supplier performance against agreed service levels, quality standards and contractual commitments.
- Build strong supplier relationships and drive continuous improvement in service delivery.
3. Financial and Commercial Management
- Oversee the financial performance of Digital Learning services, including costs, income and service utilisation.
- Support financial planning, pricing implementation and cost recovery arrangements.
- Work closely with Finance to ensure accurate reporting, invoicing and financial controls.
- Provide analysis and insights to support service planning, investment decisions and value-for-money assessments.
4. Client and Stakeholder Management
- Act as the senior operational contact for client organisations and key stakeholders.
- Ensure service standards are maintained and client issues are resolved effectively.
- Build strong relationships across the public service to support service delivery and continuous improvement.
- Use client feedback, learner insights and operational data to identify opportunities to improve services.
Candidate Profile:
- An experienced Operations or Service Delivery Manager who can quickly take ownership of a complex service, manage suppliers and stakeholders effectively, and maintain performance through a period of organisational change and transition.
- Strong service operations manager with experience running complex customerfacing or shared services.
- Experienced supplier and contract manager, able to oversee vendor performance, onboarding and service transitions.
- Commercially aware, with responsibility for budgets, forecasting, reporting and value-for-money decision making.
- Excellent stakeholder manager, comfortable dealing with senior clients, suppliers and internal teams.
- Proven in change environments, able to maintain operational performance while new systems, contracts or operating models are being implemented
For more information contact Ingrid on 015005922/[email protected]