Role Overview:

The Service Delivery Manager (L&D) will be responsible for end-to-end execution, quality assurance, and continuous improvement of learning and development program delivery. This includes managing client relationships, coordinating with internal teams, ensuring timely delivery of projects, and driving learner experience excellence across programs. The ideal candidate will have a deep understanding of L&D frameworks, strong project and stakeholder management skills, and a passion for people development.

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:

• Strong program/project management skills
• Understanding of adult learning principles and L&D frameworks
• Excellent client service and stakeholder management abilities
• Proficiency in digital learning platforms and LMS tools
• Budgeting and cost tracking knowledge
• Risk and change management experience

Behavioral Competencies:

• Excellent communication and interpersonal skills
• Proactive problem-solving mindset
• Strong leadership and team collaboration
• Time management and multitasking capabilities
• Attention to detail and execution excellence
• Ability to work in a dynamic, fast-paced environment

Qualifications & Experience:

• Graduate/Postgraduate in HR, Education, Psychology, or related fields
• 7–10 years of relevant experience in L&D, with at least 3–5 years in program delivery or service management roles
• Experience in managing corporate training programs or learning interventions at scale
• Exposure to tools such as MS Project, Excel, Power BI, or any LMS platforms (e.g., Moodle, Cornerstone, SuccessFactors)