Service Delivery Lead

KPMG International Cooperative; Leeds; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading global audit and advisory firm seeks a Service Delivery Lead in Leeds, responsible for day-to-day management of bespoke Managed Learning Service contracts. The role requires strong relationship-building skills, effective governance for programme delivery, and exceptional problem-solving abilities. Candidates should have demonstrable experience in managing large complex programmes, ensuring client satisfaction, and fostering collaborative environments. This position offers the chance to lead a dedicated team in delivering high-quality learning solutions.

Qualifications

• Ability to manage large complex programmes in a managed service environment.
• Experience in leading Managed Service Delivery with attention to detail.
• Proven ability to work to tight deadlines and manage multiple projects.

Responsibilities

• Manages relationships with clients and core MLS teams.
• Oversees successful delivery of procured programmes.
• Establishes strong working relationships with client teams.

Skills

Programme management

Governance and risk management

Strong presentation skills

Relationship building

Problem-solving skills

Job description

Overview

The Service Delivery Lead is responsible for day-to-day delivery of Managed Learning Service (MLS) contracts to clients and the overall running of services to support learning and development requirements. The role involves managing the bespoke MLS run team, coordinating activity from central services to ensure successful programme delivery, scoping client requirements into specifications, running procurements, managing subcontractors, and delivering learning tasks in line with client requirements. The Service Delivery Senior Manager will be familiar with numerous KPMG and client systems (such as Learner Management Systems) used in managed learning service delivery and will advise on transformation of the curriculum and routes to maximise the benefits of KPMG as a strategic learning partner. Experience working collaboratively in a team, building relationships, and operating clear governance structures and delivery plans are key to the role. As a role model, the Service Delivery Lead should embody KPMG values and demonstrate commitment toward the team\'s goals.

Responsibilities

• Manages relationships with the client(s).
• Manages the core MLS teams including the account management team and programmes team.
• Manages reporting to the client on contract performance including SLAs.
• Delivers successful delivery of procured programmes and services and ongoing sourcing activities.
• Drives the sales and growth ambition of this contract.
• Must be capable of being SC cleared.
• Identifies opportunities for the design of new bespoke learning requests, contextualisation of topics and programmes, and coordinates delivery with the KLS design team and suppliers.
• Establishes and maintains strong working relationships with client teams.
• Oversees production of a range of accurate and timely status reports (management information) with key insights.
• Creates a strong relationship within the KPMG-led Consortium and beyond, both directly and through the KLS (KPMG Learning Services) Commercial Team. The programmes will require learning delivery from multiple suppliers.
• Day-to-day responsibility for successful MLS programme delivery.
• Reports to the KLS leadership team with clear articulation of risks and mitigations.
• Line management of MLS delivery teams (typically at Manager and Assistant Manager grades) while coordinating delivery activity with central MLS services (e.g., Finance, Service Centre, Technology).
• Frequent client interaction to build trusted relationships as the day-to-day point of contact, underpinned by a clear governance structure.
• Contributes to governance, risk management, and ensuring delivery of multi-year contracts; supports future MLS opportunities and extensions.
• Leads with strong presentation skills, capable of leading meetings and presentations to internal or external audiences.
• Maintains strong relationship building and communication with internal colleagues and external clients.
• Demonstrates ability to work to tight deadlines and manage multiple projects simultaneously.
• Shows innovative problem-solving skills.

Qualifications and Experience

• Demonstrable ability to manage large complex programmes in a managed service environment.
• Demonstrable ability to lead Managed Service Delivery as day-to-day lead with attention to detail, clear communication, and ability to meet challenging deadlines.
• Highly effective organisational skills, with experience of programme management, governance, and risk management.
• Ability to implement and maintain governance as part of programme delivery.
• Strong presentation skills and the ability to lead meetings and presentations to an internal or external audience.
• Strong relationship-building and communication skills with internal colleagues and external clients.
• Proven experience of working to tight deadlines and managing multiple projects simultaneously.
• Innovative problem-solving skills.
• Background in HR/Learning (Desirable).

Context

KPMG in the UK is part of a global network of firms that offers Audit, Legal, Tax and Advisory services. Through the talent of over 16,000 colleagues we bring our creativity, insight and experience to solve our clients\' and communities\' biggest problems. We aim to be universally recognised as a place for great people to do their best work, with a collaborative and inclusive culture, using technology to empower our people to deliver outstanding work with real flexibility. With offices across the UK, we work with start-ups to major multinationals in virtually every industry. Our mission is to support the UK in a connected world, guided by our values: Courage, Integrity, Excellence, Together and For Better.