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Service Delivery Manager
Location:
Remote First
Description:
Service Delivery Manager Department: Delivery Location: Home based Reports to: Apprenticeship Director Hours: 37.5 per week Salary: Based on experience Role Overview The Service Delivery Manager is accountable for the performance of a learner occupancy of 500+ learners including but not limited by; timely completion, retention & satisfaction. The role directly manages up to 8 Learner Success Coaches who each are responsible for a caseload of learners. The role interacts routinely & directly across Cambridge Spark’s employer base, driving interventions where learners are falling behind or otherwise require support. The role works closely with Accounts & Sales and will provide them with support around escalations & planning for growth. As a prominent role within the business, you’ll be somebody who is relied upon to define solutions and champion initiatives which directly support our strategic objectives as a business. Key responsibilities: Caseload reviews: deliver monthly deep dive caseload reviews to ensure progress to plan for learners. Define & deliver interventions directly to learners & employers where learners may be at risk or require support Monitor, support & manage performance of your team inline with individual KPIs & departmental OKRs Holistically analyse the output of caseload reviews, identifying trends and defining actions to improve progression across the entire learner occupancy Demonstrate entrepreneurship & be solutions focussed, approaching challenges as opportunities to learn and grow. Pilot innovative ways to engage, retain and support a diverse group of learners & employers Regularly review, analyse and respond to learner/employer feedback. Defining actions to drive up satisfaction Deliver regular team meetings to ensure the team are engaged, kept informed of departmental progress and to ensure widespread adoption of initiatives Deliver monthly One to ones & quarterly Personal Development planning to ensure your team’s motivations, career aspirations and wellbeing remain central to wider planning. Employer engagement & support: regularly support or lead routine client interventions. Updating employers as to performance to progress and to work in collaboration where challenges preventing progress may exist. Offer internal customers swift response and solution to escalations received Support Quality Assurance practices and ensure that OTLA feedback is discussed and actioned within one to ones and PDP planning if appropriate Service Delivery /Key client support : Support the SDD in ensuring that Cambridge Spark’s Service Delivery SLAs are met Act as a role model for internal stakeholders in proactively driving a culture of continual improvement Identify, lead & guide internal teams to deliver key actions in support of improving learner experience & Gold Standard Deputise in the absence of the SDD & other team members providing coverage in times of leave or busy periods Any other ad hoc duties as required by the business Candidate Specification: Experience within apprenticeship sector 3+ years Management of a team (ideally in remote settings) 3+ years Commercial awareness and acumen Project Management (desirable) Exceptional communication Stakeholder management at a senior level Experience of driving performance via effective management towards KPIs Experience of working across multiple systems including LMS platforms Experience of prioritising workload, working to strict deadlines and following governing procedures and controls Company Benefits : Remote first company providing flexibility to work from home Pension with up to 5% matched contributions 25 days holiday + Flexi bank holidays + 1 day off on your birthday A day for volunteering Enhanced Maternity and Paternity Leave Health & Wellbeing allowance of up to £30 per month Annual Summer and Xmas events Company socials including everything from Cambridge College formals, pub nights to team building events CPD Allowance Private medical insurance and cash plan Holiday buy back scheme (up to 10 days p/a) EAP with 24 hour confidential support line Background to the Organisation We are an education technology company that enables corporate and government organisations to achieve their business goals by educating their workforce with critical digital transformation skills to succeed in the AI era. We deliver unique and innovative professional education that is accelerating the digital transformation of our clients, advancing the careers of their employees, helping people get into work and closing the digital skills gap. We are in a sector that is crucial to the economy and workforce, with a lot of opportunity for change and innovation. We are at the cutting edge of teaching applied data and digital skills, with our unique patented learning platform EDUKATE.AI offering our clients and learners a unique learning experience. EDUKATE.AI was developed with support from Innovate UK and provides all of our learners with 24/7 immediate feedback on their work, helping accelerate the learning process and providing a sandbox environment to experiment on real world datasets. Since 2016, we have supported more than 15,000 learners across four continents with nearly 550,000 pieces of code submitted for feedback on EDUKATE.AI. We are trusted by some of the most recognisable brands in the world to educate their workforce, including Microsoft, the NHS, GSK, easyJet, the BBC and John Lewis. Our focus on applied learning to create business impact sets us apart - individual learners have reported applying their skills at work to generate recorded value of up to £40m. Values At the centre of the way we work together and inspire each other to achieve success are these core values: Entrepreneurial We take initiative and show entrepreneurial spirit which fuels innovation at Cambridge Spark. This includes identifying opportunities for improvement, taking ownership for implementing solutions effectively and driving improvement by using proof of concepts to demonstrate the feasibility and value of their work. Team Spirit Everyone is part of building an open and transparent culture, communicating effectively to raise issues, discuss improvements and share the evidence used to make decisions. Customer-focused Our customers are at the centre of everything we do, inspiring us to create great work. We strive to build friendly, professional and lasting relationships with them to better understand and anticipate their needs. Gold Standard We are experts in our field and are constantly developing our technology and offering. We set the benchmark in our industry: both in what we offer customers and in how we deliver it. ____________________________________________________________________________ Cambridge Spark is an Equal Opportunities Employer and prohibits discrimination and harassment of any kind. Cambridge Spark is committed to the principle of equal employment opportunities for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Cambridge Spark are based on business needs, job requirements and individual qualifications, without regard to race, colour or ethnicity, ability or disability, gender or gender reassignment, sexual orientation, marital status, religion, age or any other status protected by the laws or regulations in the locations where we operate. Cambridge Spark will not tolerate discrimination or harassment based on any of these characteristics. Cambridge Spark encourages applicants of all ages. Powered by JazzHR
Company:
Cambridge Spark
Posted:
June 18 on The Resumator
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More About this Listing: Service Delivery Manager
Service Delivery Manager is a Sales Delivery Manager Job at Cambridge Spark located in United Kingdom. Find other listings like Service Delivery Manager by searching Oodle for Sales Delivery Manager Jobs.
Service Delivery Manager is a Sales Delivery Manager Job at Cambridge Spark located in United Kingdom. Find other listings like Service Delivery Manager by searching Oodle for Sales Delivery Manager Jobs.