Job title: Manager, Service Delivery Management, 12-month Fixed Term Contract/Secondment

Key Responsibilities 

Leadership & Team Management 

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. 

Service Delivery & Operations 

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. 

Stakeholder & Customer Management 

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. 

Compliance & Integrity 

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. 

Service Improvement & Innovation 

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. 

Financial & Performance Management 

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. 

Project Leadership 

Lead operational projects focused on reviewing processes, identifying improvements, and implementing approved changes for greater efficiency. 

Skills & Experience 

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. 

Working Pattern & Location 

Hybrid working arrangement, with a reporting line to the Manchester office. Occasional travel required for face-to-face team meetings and other business needs.  

Your rewards & 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