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

7–10 years of relevant experience in L&D, with at least 3–5 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)