Manager - Academy Operations

• Translate Academy strategy into clear operational plans, procedures, and service delivery mechanisms • Manage the service agreement and daily operations of the Managed Service Provider to ensure Design Studio produces high-quality learning content and deployment plans • Ensure the Academy Operations team schedule, resource, deliver and close out learning programmes effectively • Ensure learner support runs smoothly and maintain a high standard of service delivery • Act as primary liaison for the managed services partner and internal delivery teams to deliver against standards, timelines, and contractual obligations • Lead oversight of third-party vendors to ensure services meet business needs, regulatory requirements, and quality standards • Enhance customer satisfaction by identifying and resolving service issues and adapting processes to meet customer needs • Monitor compliance and audit Academy activities to ensure consistency, quality, and risk mitigation • Identify and co-create improvements to systems, tools, and delivery processes focused on user experience and operational excellence • Facilitate cross-functional working groups to implement operational improvements and mobilise new initiatives • Collaborate with Head of Curriculum, Innovation & Quality to ensure operational delivery aligns with content standards and instructional integrity • Gather and prioritise business needs for facilities, equipment, systems, and instructor deployment • Oversee Academy Operations budget and ensure strategic management of departmental budgets • Direct and validate budget inputs prepared by the Officer – Academy Operations • Ensure financial controls and reporting are embedded within operational processes • Monitor KPIs and operational data to inform decision-making • Track programme delivery performance, learner satisfaction, and service efficiency • Prepare routine and ad hoc reports to inform leadership and improve visibility on Academy performance Minimum Qualifications: - Bachelor’s degree in Business Administration, Education, Learning Technologies, or a related field. Minimum Experience: - A minimum of 10–12 years of relevant experience in learning operations, logistics, or programme delivery, with some exposure to vendor management and service optimisation. Skills: • Service Delivery Excellence • Customer Focus • Effective Communication • Issue Identification and Resolution • Strategic Planning • Cost Analysis Fundamentals • Process Optimisation and Continuous Improvement – Expert • Strategic Supplier Partnership • Leading Team Performance • Lead Strategic Business Analysis and Solutions