Operations Manager - Temporary

We are looking to hire an experienced operations manager to provide operational leadership support for a portfolio of instructor -led learning services.

Key Areas of Responsibility 1. Service Operations

• Provide oversight and direction to the Service Delivery team, ensuring services are delivered efficiently and to agreed standards.
• Lead service planning activities, including demand forecasting, capacity planning and scheduling.
• Monitor operational performance, service levels and key delivery metrics, taking action where required.
• Ensure effective processes, controls and support arrangements are in place to deliver a high-quality learner and client experience.

2. Procurement and Supplier Management

• Lead the operational aspects of procurement competitions for digital learningdelivery services.
• Manage supplier onboarding, contract implementation and service transitionactivities.
• Monitor supplier performance against agreed service levels, quality standards andcontractual commitments.
• Build strong supplier relationships and drive continuous improvement in servicedelivery.

3. Financial and Commercial Management

• Oversee the financial performance of Digital Learning services, including costs,income and service utilisation.
• Support financial planning, pricing implementation and cost recoveryarrangements.
• Work closely with Finance to ensure accurate reporting, invoicing and financialcontrols.
• Provide analysis and insights to support service planning, investment decisions andvalue-for-money assessments.

4. Client and Stakeholder Management

• Act as the senior operational contact for client organisations and key stakeholders.
• Ensure service standards are maintained and client issues are resolved effectively.
• Build strong relationships across the public service to support service delivery andcontinuous improvement.
• Use client feedback, learner insights and operational data to identify opportunities to improve services.

Candidate Profile:

• An experienced Operations or Service Delivery Manager who can quickly take ownership of a complex service, manage suppliers and stakeholders effectively, and maintainperformance through a period of organisational change and transition.
• Strong service operations manager with experience running complex customerfacing or shared services.
• Experienced supplier and contract manager, able to oversee vendor performance,onboarding and service transitions.
• Commercially aware, with responsibility for budgets, forecasting, reporting andvalue-for-money decision making.
• Excellent stakeholder manager, comfortable dealing with senior clients, suppliersand internal teams.
• Proven in change environments, able to maintain operational performance whilenew systems, contracts or operating models are being implemented

For more information contact Ingrid on /