Service Delivery Manager

London (GB)
11 Jun 2018
End of advertisement period
15 Jun 2018
Contract Type
Full Time


This role is an exciting opportunity to join the BPP Commercial team as Service Delivery Manager across all programmes for our Financial Services clients.

Working closely with key internal departments and externally with the client/institutes, the Service Delivery Manager will be responsible for ensuring the programmes 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.



  • Understand, prioritise and delegate daily/weekly/monthly/quarterly/annual workloads across a Client Service Executive Team
  • Monitor and track mailbox volumes and other account activity to ensure organisation of work across team is manageable
  • Conduct morning briefings and afternoon check ins to understand daily targets and performance against such targets
  • Upskill Client Service Executive Team to ensure adequate holiday cover and contingency processes are in place
  • Manage the effective onboarding of new Client Service Executives
  • Line Manage Client Service Executives within the Financial Services Client Services Team

Client Management

  • Manage activity within designated programmes and to act as the main point of escalation for any issues that may arise
  • Responsible for identifying number, type, location of courses required within programmes. This could be a mixture of client only and public courses
  • Prepare and conduct regular client/programme 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 contract
  • Confirm content of course confirmation and joining instruction information each year with client
  • Liaise with client to confirm course numbers/bookings for each year
  • 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:
  • Room allocations
  • Computer Based Examination process
  • Course bookings
  • Course reporting
  • Invoicing
  • Feedback Surveys
  • Joining Instructions

Programme Management 

  • Liaise with all internal departments to ensure that everything is in place to ensure the end to end programme logistics run smoothly and on time
  • Work with faculty to review scheduled tutors and ensure consistency on programmes
  • Work 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
  • Act as the main point of contact for the internal Client Service Team, ensuring they are kept up to date with client programme activity
  • Advise internal stakeholders on all features and benefits of the programmes (excluding educational advice)
  • Manage all complaint escalations according to complaints procedure.



  • Able 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 and 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
  • Experience of Financial Services Clients
  • Experience/Knowledge of Apprenticeships