Service Development Manager: L&D, QA & Compliance

EXL

Manchester

On-site

GBP 60,000 - 90,000

Full time

2 days ago

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Benefits offered by this job

Pension plan

Employee stock purchase plan

Job summary

EXL is seeking a Service Development Manager in Manchester to oversee the evolution of the service desk, collaborating with offshore teams to integrate L&D, QA, and regulatory compliance for high-volume utility operations. The role reports to the Service Centre Manager and focuses on aligning site capabilities with KPIs to support the smart meter ecosystem.

You will drive cross-functional initiatives, design L&D programmes, and manage content for the knowledge hub, ensuring regulatory compliance

Qualifications

Bachelor’s degree or higher in a related field and professional certifications in QA/L&D/compliance.
Experience in regulated industries (energy/telecoms) and in smart metering or related services.
Proven track record building and delivering L&D and QA systems.

Responsibilities

Lead site development initiatives, including SMART Academy and progression.
Own content for the client knowledge hub and regulate knowledge assets.
Design and deliver L&D programmes for service desks with focus on compliance.
Use QA systems to monitor performance, conduct audits and triage processes.
Ensure OFGEM/SEC compliance and prepare for audits including ICO reviews.
Collaborate on cross-functional projects integrating L&D with QA and continuous improvement.
Monitor KPIs and drive improvements across the service desk.