Delivery Manager Operations - English & Exams

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, and creativity.

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries.

We connect. We inspire.

Pay Band: 6

Country/Location: Noida, India

Department: GSS English & Exams

Contract Type: Fixed term contract

Contract Duration: Until 31 March 2027

Closing Date: Monday, 23 February 2026- 23:59 Philippine Time (GMT +8)

Role Description/Purpose

To build and manage processes that enable sustainable, scalable, efficient, and effective service delivery, while continuously improving frameworks and practices to ensure high-quality, consistent, and reliable outcomes for customers and stakeholders.

Role Accountabilities

We are seeking a dynamic and experienced professional to lead Service Design and Delivery for our Shared Services operations. This role is pivotal in ensuring day-to-day service excellence, defining and refining delivery frameworks such as floor scheduling, occupancy management, and seat utilization. You will be responsible for maintaining high-quality interactions with end customers in line with British Council standards, driving process standardization, and reducing escalations. A key part of the role involves ensuring services consistently meet or exceed contractual SLAs (Service Level Agreements), supporting the development of escalation mechanisms, and proactively identifying operational risks and mitigation strategies. You will also oversee the implementation and testing of business continuity plans, ensure effective delivery of product and process training, and embed best practices from across the industry.

In addition to operational leadership, the role demands strong stakeholder management and people leadership capabilities. You will maintain regular engagement with internal teams and external stakeholders to ensure alignment, transparency, and timely communication of performance insights and updates. The role includes managing recruitment, training, and performance evaluation of team members, while fostering a culture of engagement and continuous improvement. You will be accountable for achieving quality KPIs (Key Performance Indicators), ensuring compliance with internal and external standards, and addressing feedback in a timely and impactful manner. Governance and reporting responsibilities include analysing data to generate business insights, creating dashboards and reports, and ensuring compliance with legal and contractual obligations. A strong understanding of information security is essential, as you will be expected to uphold ISO standards, manage access controls, and promote security awareness across the team.

Qualifications & Experience

• Education: Bachelor's degree in any field
• At least 8 years of experience in a contact centre or backend operations environment, delivering high-quality service.
• At least 4 years of experience in people management.
• Expertise in operations management.
• Strong analytical skills with excellent attention to detail.
• Proficient in defining service delivery frameworks, with a sound understanding of costing models.
• Proven track record of leading and mentoring service improvement projects.
• Advanced Excel skills and proficiency in IT tools, including Excel and PowerPoint.
  
  

Role Specific Skills

• Strong understanding of customer excellence delivery and operations
• Knowledge of customer service principles and practices
• Excellent interpersonal skills to build effective relationships across all professional levels
• Ability to plan effectively and prioritize tasks
• Sound decision-making and clear communication skills
• Fluent in English, with excellent verbal and written proficiency
• Proactive approach with a focus on problem analysis and resolution
• Proficient in Microsoft Office, especially Excel and Outlook
• Motivated self-starter with a strong desire to learn and grow
• Versatile team player, willing to support others beyond defined responsibilities
  
  

Further Information

Right to Work: Locally recruited

Applications are welcomed from candidates currently in this location with a natural right to work.

Applications are also welcomed from candidates currently based in other British Council country offices. However, please note candidates must have a natural right to work in the country, on a permanent basis, as immigration clearance and/or on-going visa support is not provided by the British Council for this role. Relocation support is also not provided.

Work Schedule: This is a 24/7 on-site role with rotating shifts, including night shifts. The position offers two days off per week, which may not always fall on weekends. Flexibility and adaptability to a continuous shift-based environment are essential.

India (OCI)

Overseas Citizen of India (OCI) card holders will need have, or be able to obtain, a valid special work permit issued from Government of India (GOI) to work in the British High Commission (BHC). BHC will not be able to sponsor work visas or obtain/ assist with the special work permit from GOI. Offers of employment made to OCI card holders will be conditional upon candidates obtaining a special work permit.

Note: For requisite special permission to take up employment in any foreign Diplomatic Missions in India, OCI Cardholder must visit https://ociservices.gov.in

A connected and trusted UK in a more connected and trusted world.

Equality, Diversity and Inclusion Statement

We are committed to equality, diversity and inclusion and welcome applications from all sections of the community as we believe that a diverse workforce gives added depth to our work. The British Council is a Disability Confident Employer. The Disability Confident scheme helps challenge attitudes, increase understanding of disability and ensure staff are drawn from the widest possible pool of talent. We guarantee an interview for disabled applicants who meet the minimum role requirements. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

Safeguarding Statement

The British Council is committed to safeguarding children, young people and adults who we work with. We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989. Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed in line with legal requirements and with the British Council's Safeguarding policies for Adults and Children.

If you experience any difficulties with submitting your application, please email [HIDDEN TEXT]
Skills Required
Analytical Skills, Advanced Excel, Operations Management