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Service Delivery Manager

Job Title: Service Delivery Manager
Contract Type: Contract
Location: Singapore, Singapore
Industry:
Salary: Negotiable
Start Date: ASAP
Reference: 186780_1533182018
Contact Name: May Anne Ramos
Contact Email: mayanne.ramos@peoplebank.asia
Job Published: August 02, 2018 11:53

Job Description

Our Client

  • Multinational technology company
  • 12 months contract
  • Competitive salary and benefits

The Opportunity

Finalizes learning demand plan, advises on operational strategy and manages relationships, confirms delivery model budget, supervises and supports escalations during delivery.

As a Service Delivery Manager, your role will be:

  • Leads Learning Ops Support team of Schedulers, LMS Administrators, and Coordination and Orientation teams, in the planning and execution of learning delivery.
  • Onboards, trains, and conducts performance reviews of Learning Ops Support team.
  • Engages with Learning Ops to finalize demand plan details.
  • End-to-end learning delivery management, including planning, estimating, and resourcing.
  • Supports Learning Ops and Delivery Leadership with communicating to L&D stakeholders, clients and partners, as needed.
  • Manages and develops team providing coaching and supervision, while also developing self and L&D knowledge.
  • Defines standards and reusable approaches within a broad operational framework and recommends methods for improving learning assets and coordinates process improvements efforts.
  • Articulates cost drivers and financial implications at the course and session level.
  • Oversees daily task load for scheduling and coordination activities, ensuring quality and efficient delivery.
  • Supports LMS admins and Schedulers in triaging and/or resolving tasks/tickets related to Learning Ops, within defined SLA.
  • Supports Delivery Leadership in advising Learning Ops on the course delivery and operational strategy to ensure that courses can be delivered within delivery model parameters.
  • Provides executive presentations and briefings on learning outcomes/reports and accountable to client for custom report exports as needed supported by LMS Admin.
  • Escalates delivery issues to Learning Ops along with viable alternative solutions.
  • Ensures coverage across team and leans in to support as needed.
  • Works with Delivery Leadership to ensure consistency with DSMs across EMEA, APAC & US to create consistency in experience and close knowledge gaps between regions.
  • Supports Schedulers, Coordination and Orientation team as needed with vendor and facility engagement.

Your Background

The ideal candidate should exhibit the following skills and experience:

  • Project management skills and event planning experience
  • Working independently, accountable for deadlines, able to escalate if necessary
  • Comfortable with ambiguity, able to provide advice and guidance when direction is not well defined
  • Confidence/assured working with client leadership and delivering difficult messages
  • Ability to prioritize conflicting requirements and time management
  • Ability to gather, analyze and formulate conclusions on data
  • People management. conflict resolution, facilitation, and negotiation
  • Bachelor's Degree
  • Minimum 2 years of training experience, client relationship management, and scope management
  • 4 - 6 years business experience with similar background.

Interested candidates please submit your updated resume to mayanne.ramos@peoplebank.asia or apply online.

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