Service Delivery Manager

QA-1; Greater London; On-site; GBP 85,000 - 120,000; Full time

Benefits offered by this job

27 days Annual Leave

Private Medical Insurance

Pension Scheme

Early Friday Finish

Cycle to Work

Job summary

QA is seeking a strategic Service Delivery lead to own end-to-end client relationships and ensure delivery of learning solutions aligned with business objectives. You will drive service excellence, growth, and customer satisfaction while leading a high-performing team in a UK setting.

Responsibilities include stakeholder management with CRDs and Sales, resolving issues, ensuring quality and compliance, and developing Service Improvement Plans to deliver continuous improvements and value to

Qualifications

• You have a track record delivering learning programmes and projects.
• You operate in a client-centric environment with commercial focus.
• You can coach and mentor colleagues to build team capability.
• You work to tight deadlines with high accuracy.
• You resolve queries and problems effectively.
• You are IT savvy with Excel to an intermediate standard.

Responsibilities

• Develop strong relationships with CRDs and Sales to scope programmes.
• Be the prime service contact and drive service excellence.
• Own and resolve service issues with key stakeholders.
• Drive quality, compliance and operational excellence across programmes.
• Define and own a Service Improvement Plan for each client.
• Manage contractual obligations, KPIs, and reporting to customers.
• Identify opportunities to improve account profitability and growth.
• Collaborate with Heads of Function on strategic priorities and cost challenges.
• Support mobilisation and launch of new programmes with solution design.

Skills

Project delivery

Client relationship

Coaching

Deadline driven

Problem solving

Excel (intermediate)

Professional qualifications

Security clearance (DV desirable)

Education

Relevant professional qualifications

Tools

Excel

Job description

About The Role

Summary:

You will act as the strategic service lead for assigned customers, owning the end-to-end client relationship and ensuring the successful delivery of learning solutions that meet business and talent development objectives. Through strong stakeholder management, commercial awareness, and operational leadership, you will drive service excellence, continuous improvement, programme growth, and customer satisfaction while leading a high-performing Service Delivery team.

Role Responsibilities:

• Develop strong relationships with Customer Relationship Directors (CRDs) and Sales teams to scope new programmes and services, ensuring customer requirements are clearly defined and translated into effective, commercially viable delivery solutions.
• Be the prime service contact for your assigned clients and drive service excellence across their programmes.
• Own and manage service issues through to resolution, proactively engaging key stakeholders across QA and the client organisation to minimise risk and maintain customer satisfaction.
• Work with Delivery and Operational Management teams to drive quality, compliance, and operational excellence across all programmes.
• Define and own a Service Improvement Plan for each client, ensuring clear actions, ownership, and delivery of continuous improvements to enhance service performance and customer outcomes.
• Manage and deliver all contractual obligations, service deliverables, and key performance indicators (KPIs), providing regular reporting and insight to customers.
• Identify opportunities to improve account profitability by understanding the commercial performance of programmes and services, supporting growth in high-value activities and reducing inefficiencies where appropriate.
• Support business objectives by partnering with Heads of Function to understand service challenges, operational costs, and strategic priorities, developing solutions alongside customers that deliver mutual benefit.
• Develop strong relationships with Customer Relationship Directors (CRDs) and Sales teams to scope new programmes and services, ensuring customer requirements are clearly defined and translated into effective, commercially viable delivery solutions.
• Support the mobilisation and launch of new programmes by contributing to solution design, learner journey development, resource planning, and operational readiness activities to ensure successful implementation.
• Act as a trusted advisor to customers, demonstrating flexibility and responsiveness to evolving business needs while balancing customer expectations, operational capability, and contractual requirements.
• Lead, develop, and manage a high-performing Service Delivery team, setting clear expectations, monitoring performance, providing coaching and feedback, and fostering a culture of accountability and customer excellence.
• Responsible for team utilisation levels to ensure resources are effectively deployed, customer demand is met, and utilisation targets are achieved.
• Use customer insight, service performance data, utilisation metrics, and stakeholder feedback to identify opportunities for strategic account growth, operational efficiency, and enhanced customer value.

Your Experience/Skills:

• Track record of successfully delivering projects and learning Programmes
• Experience within a highly client-centric environment, servicing a wide range of offerings
• Can demonstrate the ability to coach, mentor and support colleagues, sharing knowledge and best practice to develop team capability
• Working to tight deadlines where high levels of accuracy are required
• Experience of resolving or offering solutions to a range of queries and problems
• IT savvy and competent with excel to Intermediate standard
• Relevant professional qualifications
• DV clearance is desirable, however SC clearance are encouraged to apply.

Key Competencies:

• Understanding of influencing techniques
• Strong stakeholder management from building initial rapport, to establishing relationships with decision makers who have purchasing authority
• Broad appreciation of QA offerings
• Good understanding of contemporary learning styles and approaches

About Us

Wellbeing & benefits

Your wellbeing matters to us. That’s why we offer benefits designed to help you recharge and thrive, including:

• 27 days Annual Leave (4 days used for the festive closure) plus Bank Holidays
• Holiday Buying scheme
• Medicash plan, Wellhub, Cycle to Work scheme
• Private Medical Insurance at corporate rates
• Employee Assistance Programme
• Employee Discounts Benefit Hub
• 3 Development days
• 2 Charity days per year
• Pension Scheme
• Early Friday Finish at 4pm

Personal growth

Learning and opportunity is at the core of what we do - and that applies to you too!
You’ll have the unique opportunity to develop your skills on our QA authored courses in the latest tech (you’ll get 3 training days/year to do this). You can also delve deep into our world-class digital learning content on a variety of tech and business topics. Or perhaps you’d like to enrol on a Degree or Masters programme to enhance your skillset or learn new things.

Our people

We are an equal opportunity employer, focused on promoting a welcoming and inclusive environment. We embrace diversity, welcome applications from all candidates and aim to support the career growth of everyone. This means no matter what your gender, age, ethnicity, beliefs, or sexual orientation, or if you are disabled or a carer, we welcome you and the different perspectives you bring to our diverse family. We’re proud of the progress we’ve achieved over the last few years to build an inclusive culture and celebrate our diversity.

As a Disability Confident Employer, we guarantee that all applicants with a disability who meet the role criteria will progress to the next stage of the process. Please let us know if you require any reasonable adjustments.

A little about QA

At QA, we believe the future belongs to organisations that are able to learn, master and apply new skills at pace and scale. As the largest tech training company in the UK and the fastest growing in the US, we partner with 96% of the FTSE and most of the Fortune 500. We have served over 4,000 customers and 1+ million learners in the last 3 years.

Our Mission

We teach the critical AI, technology, digital and Human skills needed to transform and succeed in a changing world. We do this through tailored learning programmes that connect learning across an organisation, create continuity for learners, and feature collaborative, cohort-based modalities to apply skills at pace and at scale. Our unique end-to-end learning solutions draw from deep expertise across Apprenticeships, Instructor-led training, Self‑paced Learning and Blended Learning.

You can find out more about us at https://www.qa.com/about/careers/