Service Delivery Lead - Managed Learning Services

Job description

Grade: Senior Manager

Locations: London, Bristol, Birmingham, Manchester or Leeds

Capability: Advisory

Service Line: CS&P MS

KPMG Overview:

KPMG in the UK is part of a global network of firms that offers Audit, Legal, Tax and Advisory services. Through the talent of over 16,000 colleagues we bring our creativity, insight and experience to solve our clients’ and communities’ biggest problems. We’ve been doing this for more than 150 years.

We aim to be universally recognised as a place for great people to do their best work. A firm known for our collaborative and inclusive culture, using technology to empower and equip our people to deliver outstanding work with real flexibility – through inspiring workspaces, innovative ways to collaborate and hybrid ways of working.

With offices across the UK, we work with everyone from small start-ups and individuals to major multinationals, in virtually every industry imaginable. Our work is often complex, yet our mission is simple: To support the UK in a connected world. It guides everything we do, underpinned by our values: Courage, Integrity, Excellence, Together and For Better.

Summary of Role Purpose:

The Service Delivery Lead is responsible for day-to-day delivery of Managed Learning Service (MLS) contracts to clients and is responsible for the overall running of services to support their learning and development requirements.

The role involves the management of the bespoke MLS run team, comprising typically of managers and assistant managers, with coordination of activity from central services to ensure successful programme delivery. The team will process client requirements and then scope into specifications, run procurements and manage subcontractors, and deliver learning tasks in line with client requirements.

The Service Delivery Senior Manager will have a familiarity with numerous KPMG and client systems (such as Learner Management Systems) used in managed learning service delivery and will advise on the transformation of the curriculum and routes to maximise the benefits of KPMG as a strategic learning partner. Experience working collaboratively in a team to achieve a collective goal, building relationships, and operating clear governance structures and delivery plans are key to the success of the role.

As a role model, the Service Delivery Lead must embody KPMG’s values and demonstrate a commitment toward the accomplishment of the team’s goals.

Description of the role:

• Manages relationships with the client(s)
• Managing the core MLS teams including the account management team and programmes team
• Management of reporting to the client on the contract performance including SLAs
• Management of successful delivery of procured programmes and services and ongoing sourcing activities
• Driving the sales and growth ambition of this contract
• Must be capable of being SC cleared.
• Identify opportunities for the design of new bespoke learning requests and detailed contextualisation of topics and programmes, and coordinate delivery, working alongside the KLS design team and suppliers.
• Establish and maintain strong working relationships with client teams.
• Oversee the production of a range of accurate and timely status reports (management information) with key insights.
• Create a strong relationship within the KPMG-led Consortium and beyond, both directly and through the KLS (KPMG Learning Services) Commercial Team. The programmes will require learning delivery from multiple suppliers.

Role dimensions:

Leadership & Management

• Day-to-day responsibility for successful MLS programme delivery.
• The role will report directly to the KLS leadership team and needs clear articulation of any risks and mitigations.
• Line management of the MLS delivery teams (typically at Manager and Assistant Manager grades) whilst coordinating delivery activity with central MLS services (e.g. Finance, Service Centre, Technology).

Stakeholder Interaction & challenges:

• Frequent client interaction to build trusted relationships as day-to-day point of contact, underpinned by a clear governance structure.

Impact, Risk, Accountability & Governance:

• The role is important to the learning business as it ensures successful delivery of multi-year contracts. KPMG’s reputation in the market is essential for future MLS opportunities / extensions.

The Person:

Essential experience

• Demonstrable ability to manage large complex programmes in a managed service environment.
• Demonstrable ability to lead MLS programme delivery as day-to-day lead. This includes significant attention to detail, a logical well-communicated approach, and the ability to meet challenging deadlines.
• Highly effective organisational skills, with experience of programme management, governance, and risk management to deliver successful learning programmes.
• Ability to implement and maintain governance as part of programme delivery.
• Strong presentation skills and the ability to lead meetings and presentations to an internal or external audience.
• Strong relationship building and communication skills with both internal colleagues and external clients.
• Proven experience of working to tight deadlines and managing multiple projects simultaneously.
• Innovative problem-solving skills.

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