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 :

Behavioral Competencies :

Qualifications & Experience :