Manager - Academy Operations

Role purpose

Operational delivery and partnerships

• Translate Academy strategy into operational plans, procedures, and service delivery mechanisms.
• Manage the managed service provider agreement and daily operations across content production, learning programme delivery, and learner support.
• Act as primary liaison for the managed services partner and internal teams; ensure delivery meets standards, timelines, and contractual obligations.
• Oversee third-party vendors, regulatory and quality requirements, and cost-effective service outcomes.

Improvement and collaboration

• Resolve service issues, monitor compliance, audit Academy activities, and improve systems, tools, and delivery processes.
• Facilitate cross-functional improvements and initiatives; align operations with curriculum content standards and instructional integrity.
• Gather and prioritise business needs for facilities, equipment, systems, and instructor deployment.

Budget and reporting

• Oversee Academy Operations budgets, validate budget inputs, and embed financial controls and reporting.
• Monitor KPIs and operational data; track delivery performance, learner satisfaction, and service efficiency.
• Prepare routine and ad hoc reports for leadership.

Qualifications and experience

• Bachelor’s degree in business administration, education, learning technologies, or a related field.
• 10–12 years of relevant experience in learning operations, logistics, or programme delivery.
• Exposure to vendor management and service optimisation.

Skills

• Service delivery excellence, customer focus, effective communication, and issue identification and resolution.
• Strategic planning, cost analysis, process optimisation, and continuous improvement.
• Strategic supplier partnership, team performance leadership, and business analysis.

Decision-making