Service Delivery Manager

London, United Kingdom
13 May 2022
End of advertisement period
26 May 2022
Contract Type
Fixed Term
Full Time

Applicants must provide evidence of their right to work in the UK as BPP is unable to provide visa sponsorship

Job Profile
Client Services - Client Relationship

Contract Type
Fixed Term

Job Purpose

This role is an exciting opportunity to join the BPP Commercial team as Service Delivery Manager across all Accounts (primarily Accountancy and Financial Services qualifications) for our managed clients.

Working closely with key internal departments and externally with the client/institutes, the Service Delivery Manager will be responsible for ensuring the accounts run successfully, retaining and developing the client relationship and ensuring all contractual and non-contractual service delivery elements are met. You will be responsible for a service delivery team, and will act as the single point of contact for the client on service delivery matters.

Key Responsibilities:

  • Manage activity within designated accounts and to act as the main point of escalation for any issues that may arise
  • Responsible for liaising, on a cyclical basis, with the clients' training managers to identify number, type, location of courses required within programmes. This could be a mixture of client only and public courses
  • Prepare & conduct regular client/account reviews internally and externally
  • Responsible for preparing analyses of results (course exam, pass rates) and communicating to clients an overview of key trends and variances
  • Co-ordinate reporting and feedback for clients on student activity as per the contract
  • Work to continually improve the service provided to client, students and apprentices
  • Manage a Client Service Team which is responsible for the delivery of all contractual service delivery.

Items including but not limited to:

  • Ensuring efficient and effective administration as per the client contract:
  • Computer Based Examination process, Course bookings and Course reporting
  • Invoicing

Account Management:

  • Liaising with all internal departments to ensure the end-to-end programme logistics run smoothly and on time
  • Working with Heads of Programme to discuss and confirm any changes to the educational programme and feeding this back to the client on a timely basis
  • Working with the Lead Tutors to confirm interventions required for students
  • Acting as the main point of contact for the internal Client Service Team,

Client Services - Client Relationship

Vacancy location

UK, London, London Liverpool Street

Candidate Criteria


  • Ability to manage complex service activity in a client/customer facing role
  • Management/supervisory level experience
  • Experience of managing KPIs and SLAs in a commercial environment
  • High level of organisational skills, including ability to manage complex activities to tight deadlines
  • Excellent communication skills: verbal and written
  • Excellent planning skills: able to create high level & detailed plans
  • Excellent negotiating skills, being able to influence outside of line management structure
  • Experience of managing client and internal stakeholder relationships
  • Ability to analyse data and communicate key information
  • Proven track record of managing change, both personally and supporting others
  • Proactive and professional attitude to work
  • Good working knowledge of Microsoft Office


  • Experience within the education/training sector would be preferred but not essential

The successful candidate will be required to undergo a basic DBS and credit check

Employment Details

Contract Hours 37.50

FTE 1.00

Salary Competitive

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