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Senior Service Delivery Manager

3 months ago

Rotherham, United Kingdom Pearson Full time

About Pearson Assessment Services

The Pearson Assessment Services (PAS) team provides assessment services to the UK and international assessment markets, supporting government education departments with project management, operational delivery and technical solutions. We are part of Pearson School Qualifications which supports the curriculum, qualifications and assessments for students in the UK and globally, delivering exams to over 3.4 million students in over 80 countries annually and operating as a centre of excellence in qualifications and assessment.

What you will be working on?

  • Interacting and building relationships with key stakeholders across Pearson to understand existing services, components and dependencies.

  • Design, implement and continuously improve new and existing service management frameworks.

  • Support the onboarding of new services and major releases, considering supportability and service levels.

  • Support teams with the Supplier Management, ensuring alignment to existing services and SLA’s as well as ongoing performance management and service reviews.

  • Take ownership and drive improvement of key processes such an incident/request mgmt., Problem Management, change control & major incident management (including post incident reviews).

  • Working across teams, support the creation of a service availability framework, considering service level objectives and service level indicators.

  • Act as a subject matter expert on service management to guide and embed service management capabilities across the wider Pearson community.

  • Leading on the design and implementation of service management reporting, on KPI’s and metrics such as availability, uptime, SLO’s, SLA’s etc.

What are we looking for?

  • A proven track record in all aspects of Service Delivery (design to operational support) operating in a fast-paced environment.

  • Experience in Agile methodologies.

  • An excellent communicator with an ability to challenge constructively, set expectations and influence decisions.

  • You enjoy building relationships.

  • Experience of working with development teams to implement service management frameworks, alerting and reporting mechanisms.

  • Experience of analysing and collating data

  • Experience of using ITSM (Information Technology Service Management) tools, particularly ServiceNow.

  • Experience of design, creation, and continuous improvement of reports & dashboards.

  • An appreciation and (desirable qualification in) best practices frameworks such as ITIL.

  • You thrive in an environment where there’s a lot to do and looking for a place where you can have an immediate, meaningful impact.

  • Passion above all else, you are pragmatic, sociable, with an appetite for learning and self-improvement.

Location

The role is aligned to our Rotherham, Manchester or London offices. Our Rotherham office is located at Junction 1 of the M18. All our roles are hybrid working; our current policy requires our team to visit their base office once a week, and with the possibility of occasional business travel to other Pearson sites. Candidates must be a suitable commute from their base office as our office presence policy may change to require more frequent presence.

Your Reward & Benefits

  • 25 Days annual leave (increasing by 1 day with every year of continuous service up to 30 days); annual leave trading, +/- 5 days.

  • Annual Bonus

  • Private Pension plan scheme where we pay in double what you contribute, up to 16% depending on your age.

  • Life, private medical and dental care insurance options, plus free eye tests

  • Stock/share purchase options

  • Maternity, paternity, and family care leave as well as flexible working policies.

  • An employee wellbeing assistance programme

  • Cycle to work program, volunteering days, gym membership concessions in selected office locations, along with retail and leisure discounts.

Diversity : At Pearson we value the power of an inclusive culture and a strong sense of belonging. We promote a culture where differences are embraced as strengths and opportunities are equal and accessible.

How to apply: Thank you for your interest in applying for a role at Pearson. Please submit an updated CV and cover letter (optional) in English. If you have any additional questions or require further information, please do not hesitate to reach out to us.

We look forward to receiving your application - Talent Acquisition Team

What to expect from Pearson

Did you know Pearson is one of the 10 most innovative education companies of 2022?

At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.

We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing TalentExperienceGlobalTeam@grp.pearson.com.

Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

Job: TECHNOLOGY

Organization: Assessment & Qualifications

Schedule: FULL_TIME

Workplace Type: Hybrid

Req ID: 16445