Hybrid Manager, Service Delivery Management

at Pearson VUE

• Job title: Manager, Service Delivery Management
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Manchester, United Kingdom

About the role

• Manager of a team delivering remote exam services at Pearson, overseeing scheduling and quality assurance. Leading operational projects, fostering team culture, and driving service improvements.

Responsibilities

• Lead and inspire a team of six direct reports, fostering a positive, collaborative, and high-performance culture.
• Role model Pearson’s leadership behaviours and values in all interactions.
• Represent Pearson with internal and external stakeholders, building strong relationships and promoting the Remote Invigilation Service.
• Oversee the end-to-end delivery of remote exams, including all scheduling, risk management, and quality assurance.
• Build and manage comprehensive exam delivery schedules, including mocks and familiarisation activities.
• Proactively identify and mitigate risks, escalating issues as appropriate.
• Establish and review quality assurance gateways, ensuring continuous improvement.
• Work closely with the invigilator management teams, ensuring resource numbers are accurate and they are equipped to deliver outstanding service.
• Work closely with the Head of Assessment Services and wider teams to ensure effective governance of workflows, processes, and KPIs.
• Maintain clear communication and visibility across teams regarding entry volumes and timelines.
• Build strong relationships with customers, third-party vendors, and internal stakeholder groups.
• Ensure all regulatory requirements are met in service delivery.
• Oversee training for teams on maintaining the integrity of Pearson qualifications.
• Monitor and report on compliance, supporting audit and improvement activities.
• Lead continuous improvement in service delivery, leveraging technology to drive change and maximise capabilities.
• Lead lessons learnt activities and pre-exam readiness sessions.
• Support and deliver transformational projects, including the adoption of AI and other innovative solutions.
• Manage elements of the Remote Invigilation Service budget, highlighting risks and evidencing cost savings and efficiencies.
• Set up and maintain reporting methodologies to monitor time, cost, quality, and risks.
• Lead operational projects focused on reviewing processes, identifying improvements, and implementing approved changes for greater efficiency.

Requirements

• Proven experience in service delivery management, ideally within education, assessment, or technology-enabled environments.
• Strong leadership and stakeholder management skills, with experience in matrix management.
• Excellent project management, risk management, and problem-solving abilities.
• Familiarity with remote assessment technologies and compliance frameworks.
• Outstanding communication and interpersonal skills.
• Ability to drive innovation and manage change.

Benefits

• We know you’ll do great work, so we give a lot back with some of the best benefits in the business.
• We know one size doesn’t fit all, so our workplace programs meet the different needs of our diverse teams, and their families too.
• Please see our attractive UK benefits here: __Pearson Jobs – Benefits__