Delivery Manager Operations - English & Exams
Core
Build and manage end-to-end service delivery operations for IELTS exams, ensuring sustainable, scalable, and efficient processes with high-quality outcomes.
Role type
Senior Operations Delivery Manager
Builds
IELTS exam service delivery frameworks and operational processes
Domain
Education & Exams (IELTS)
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Operations management, People management, Stakeholder management, Risk management, Business continuity planning, Quality management, Governance & reporting, Process improvement
Preferred skills
Contact centre experience, ISO standards compliance, Team leadership
Technologies
MIS, Dashboards
Responsibilities
Oversee day-to-day delivery and optimize service frameworks including staffing and scheduling, Manage recruitment, training, performance, and engagement of team members, Drive quality management initiatives and resolve feedback/complaints, Report performance metrics, insights, and risks to leadership, Ensure compliance with contractual SLAs and regulatory requirements, Proactively identify risks and develop mitigation plans
Seniority
Senior, hands-on IC with people leadership
