Specialist, Service Delivery

Context

Part of Pearson School Qualifications, the Assessment division combines excellence in assessment with outstanding customer experience. The Assessment division has end-to-end responsibility for delivering on-time, accurate results of high stakes UK and international qualifications to our learners and first-class customer service to all our customers.

The Assessment Services Delivery Lead assists in delivery of operations in the Assessment Services portfolio and is responsible for the Remote Invigilation Service and other Assessment Services.

The role reports to the Assessment Services Delivery Manager working to ensure the end-to-end operations are delivered accurately and professionally, and customer focused services are provided.

We’re looking for an Assessment Services Delivery Lead. The Delivery Lead will support the overarching delivery of namely the Remote Invigilation Service with a focus on end-to-end high-stake delivery and innovation with service improvement.

• End to end delivery of high stake assessment

• Champion learner experience through accurate set up and quality assurance of high stake assessment for those sitting with the Remote Invigilation Service.

• Be an expert on set up and act as an internal point of escalation

• Confidently collaborate cross functionally with vital areas of Assessment and beyond to ensure all requirements of the service are met.

• Live delivery of high stake assessment:

  • Monitor the progress of live delivery, flag risk, error and improvements.
  • Support invigilators and Team Leaders/Snr Team Leaders, providing guidance, troubleshooting and escalation support.
  • Provide coverage of alternative assessment sittings to support candidates based in different time zones.

• Drive project work to support the expansion of the Remote Invigilation Service, including:
  • Delivering new subjects, including those with practical elements
  • New markets
  • New offers
  • Introducing new services under the Remote Invigilation scope
  • Improving delivery of existing subjects
  • Transformational projects (embedding AI for example)
• Contribute to continuous improvement through feeding lessons learned into future planning, training and delivery.

What you’ll bring:

• Experience in exam delivery, or operational coordination
• Confidence using digital tools and platforms
• Experienced in stakeholder management
• Strong communication skills a calm, clear, demeanor when supporting others
• A proactive mindset, acknowledging issues early and taking action
• Commitment to work flexibly and independently, across services where needed especially during live exam delivery or peak periods.

This is a hybrid working position with a reporting line to our Manchester office. Travel for face-to-face team meetings and other meetings may be required. This role reports to the Remote Invigilation Service Delivery Manager.

At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more:
We are Pearson.

Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. 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 actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

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 Talent Experie

Job: School Service Delivery

Job Family: LEARNING_&_CONTENT_DELIVERY

Organization: Assessment & Qualifications

Schedule:

Workplace Type: Hybrid

Req : 22123