Job Description
Delivery & Operations Manager About Global Knowledge: Global Knowledge is one of the worlds leading professional training providers supporting our clients in transforming their business, operations and technology models through core competency trainings via classroom and digital. Global Knowledge is consistently listed among the top tiered training providers on technology partner such as IBM, Google, Azure, RedHat, Tableau, MuleSoft & Blockchain. Pioneer in transformative technologies like AI, ML, IoT, Cloud, Data Science, Blockchain & Analytics. This role is for Learning Services team. This is a client, stakeholder and team management position which requires excellent verbal and written communication skills to work effectively with a diversified group of Internal & External clients at all levels. What it involves Serving the Talent Learning and Development (L&D) teams for the planning and delivery of learning programs which cater to the learning needs and requirements of different IT businesses Acting as an advisor and a consultant to the clients, scheduling periodic connects with stakeholders to evaluate SLAs and areas of development Managing performance of team members Drive team strategically to address and meet stakeholder requirements and work with Managers on resource management and alignment Preparing timely reports and dashboards. Maintaining SLAs for vendors Achieve KPIs set & agreed during the SOW Work youll do L&D (Clients/Stakeholders from the L&D and Procurement Teams) o Periodic connects with the Talent L&D team for the planning and execution of the learning programs o SLA management o Periodic reporting of learner and program metrics, dashboards etc. o Set expectations with the Talent L&D team, negotiate on the timeliness if necessary, and in form in case of delays o Evaluate new processes added to the portfolio and prepare RACI accordingly to perform root cause analysis to find gaps and identify solutions o Vendor Management (Procurement, agreements, contracts & payouts) Process: Team: o Requires proficiency in process excellence in terms of SOW, checklists and FAQ documents for primary activities and other tasks if required o Initiate, lead, drive, and manage in change in process o Program delivery management with ownership and accountability of all programs related tasks and sub-processes o Multi-tasking, attention to detail and adherence to timelines o Requires a clear understanding of the strategic direction set by senior management o To be adaptable and flexible and ability to perform under pressure o Gain understanding and experience on various learning platforms. o Manage a team of learning program delivery professionals o Ensure all program-related tasks are done as per SLA timelines with accuracy o Coach and provide feedback to team members o Delegate effectively and manage resources as per the workload o Ensure effective utilization of working hours with proper prioritization of work o Perform quality checks on tasks and reports before they are submitted to the client o Responsible for evaluation and managing their performance Qualifications Bachelor's Degree with work experience in a corporate environment 8+ years learning delivery experience in a complex global environment (flexible) Strong program and project management skills (recommended), with a focus on learning administration and reporting Experience in managing an operations-focused team Experience in creating standard operating procedures and processes Excellent organizational, analytical, interpersonal, verbal, and written communication skills. Strong collaboration skills High degree of professionalism and discretion with ability to handle high-level confidential data Proficient in Microsoft Office tools
