Learning & Delivery Operations Lead

Purpose of the Job
The Learning & Delivery Operations Lead position is responsible for leading the end-to-end operational management of Industrial Automation Learning services ensuring efficient planning, scheduling, delivery, financial performance, customer satisfaction, and continuous improvement of training operations

directly impacting the success of the Industry Services Academy (ISA) learning services business.

This position serves as the central operational leader for training delivery activities, partnering with instructors, commercial teams, regional stakeholders, customers, and external and internal training partners to ensure learning programs are delivered consistently, profitably, and in alignment with business objectives.

Key Responsibilities

Training Operations & Delivery Management:


* Lead the end-to-end operational planning, coordination, and execution of learning and training delivery activities across assigned regions and programs.


* Monitor and drive utilization and cost recovery of delivery team members as per commercial and delivery goals.


* Manage, publish, and promote customer and internal service delivery schedules, in coordination with Global Delivery Manager, Instructors and Regional Commercial Leads using ScheduleIT, LMS, web portal or other tools.


* Monitor the performance of delivery team members to ensure quality of services, identifying /proposing corrective actions where needed.


* Engage end-users during the delivery process, ensuring participation/attendance as per plans, including supporting customers through any schedule changes, monitoring their satisfaction and drive continuous improvement through periodic surveys and/or direct feedback interactions.


* Implement services delivery process as per established Quality and Governance standards including supporting customers through pre-sales, delivery and post-delivery phases.


* Support achievement of regional revenue, margin, staff utilization and cost recovery goals through

day-to-day operational control of service delivery.


* Adopt and support digitization of training operations as needed.


* Manage operational support activities such as logistics, communications, planning, Scheduling, vendor coordination, delivery readiness and reporting follow up according to service delivery processes.


* Support the regional commercial teams with forecasting, planning, and achievement of business growth objectives.


* Support pre-sales processes such as marketing, customer query management, opportunity tracking, proposal/quotation preparation, as needed.

Financial Management:


* Drive the financial process for services in scope, including (but not limited to) standard quotations, order management, internal purchase requisitions, vendor payments and invoicing activities applying appropriate payment methods.


* Utilize SAP and other financial tools to process, review and report transactions as needed.


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