Strategic Service Delivery Lead – Learning Solutions

QA Ltd; Cheltenham; On-site; GBP 70,000 - 90,000; Full time

Benefits offered by this job

27 days annual leave

Medicash plan

Private medical insurance

Employee assistance programme

Pension scheme

Early Friday finish at 4pm

Cycle to work

Job summary

QA Ltd is seeking a strategic Service Delivery Lead to own end-to-end client relationships and ensure successful delivery of learning solutions aligned to business goals. You will manage a high-performing Service Delivery team, drive service excellence, and oversee KPI delivery across programmes.

You will build strong stakeholder relationships, define service improvement plans, and identify profitability opportunities while coordinating with CRM, Sales and Delivery teams to launch new programmes

Qualifications

• Proven track record delivering learning programmes.
• Experience in a highly client-centric environment.
• Ability to coach, mentor and develop team capability.
• Experience working to tight deadlines with high accuracy.
• Experience resolving a range of queries and problems.
• IT savvy; proficient with Excel.
• Desirable DV clearance; SC clearance encouraged.
• Strong influencing and stakeholder management skills.
• Broad understanding of QA offerings.
• Knowledge of contemporary learning styles and approaches.

Responsibilities

• Develop relationships with CRDs and Sales to scope new programmes and translate requirements into delivery solutions.
• Be the prime service contact for assigned clients and drive service excellence.
• Own and manage service issues through resolution with QA and client stakeholders.
• Collaborate with Delivery and Operational teams to drive quality, compliance, and operational excellence.
• Define and own a Service Improvement Plan per client with clear actions and owners.
• Manage contractual obligations, deliverables, and KPIs with regular reporting.
• Identify opportunities to improve account profitability and growth in high-value activities.
• Partner with Heads of Function to align service challenges with strategic priorities.
• Assist mobilisation and launch of new programmes with solution design and learner journey development.

Skills

Client relationship management

Project delivery

Mentoring / coaching

Attention to detail

Problem solving / issue management

Influencing techniques

Stakeholder management

Understanding of learning styles

Tools

Excel

Job description

QA Ltd is seeking a strategic Service Delivery Lead to own end-to-end client relationships and ensure successful delivery of learning solutions aligned to business goals. You will manage a high-performing Service Delivery team, drive service excellence, and oversee KPI delivery across programmes.

You will build strong stakeholder relationships, define service improvement plans, and identify profitability opportunities while coordinating with CRM, Sales and Delivery teams to launch new programmes