Delivery Manager Operations-English & Exams

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, and creativity.

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries.

We connect. We inspire.

Pay Band: 6
Country/Location: Noida, India
Department: GSS English & Exams
Contract Type: Fixed term contract
Contract Duration: Until 31 March 2027
Closing Date: Monday, 30 June 2025- 23:59 Philippine Time (GMT +8)
Number of Vacancies: 2

Role Description/Purpose
Building and managing the process for sustainable, scalable, efficient, and effective service delivery, and continuous improvement of service delivery frameworks and practices that ensure high-quality, consistent, and reliable service outcomes for customers and stakeholders.

Role Accountabilities
We are seeking a dynamic and experienced Delivery Manager Operations to lead and oversee the day-to-day operations of our service delivery function. This role is pivotal in defining and implementing a robust service delivery framework, including floor scheduling, staffing, occupancy management, and seat utilization. The successful candidate will ensure that all customer interactions meet the high standards of the British Council and will be quick to adapt to evolving business expectations.

The role involves driving initiatives to standardize processes, reduce escalations, and enhance service quality. You will be responsible for ensuring that all services meet or exceed contractual standards and SLAs, while also establishing effective escalation points and helpdesk support for end customers. A key part of the role is identifying operational risks and challenges, developing mitigation plans, and ensuring business continuity plans are tested and effective. You will also oversee the delivery of product and process training and ensure compliance with all contractual obligations.

Strong stakeholder management is essential. You will maintain regular communication with operations teams and stakeholders to ensure alignment and transparency. This includes reporting on performance, addressing issues, and proactively sharing updates and insights. You will manage stakeholder visits and ensure that the team is responsive to stakeholder priorities.

In terms of people management, you will lead recruitment, training, and performance evaluation efforts, while also embedding employee engagement and motivation initiatives. You will be responsible for managing attrition and ensuring a high-performing team environment.

Quality management is another critical aspect of the role. You will ensure compliance with internal and external standards, drive continuous improvement initiatives, and address feedback and complaints in a timely and impactful manner. You will also be responsible for analyzing data to generate business insights, creating dashboards and reports, and ensuring governance and compliance with legal and contractual obligations.

Finally, the role requires a strong commitment to information security. You will ensure that your team is fully aware of and compliant with information security policies, including ISO 27001 and ISO 22301 standards. You will manage access controls, raise incidents when necessary, and provide ongoing security awareness training.

Qualifications & Experience
•    Education: Graduate
•    At least 7 years of work experience in a contact centre or back-end operations environment with a focus on service delivery.
•    A minimum of 4 years of people management experience.
•    Experience managing a team of 20 to 30 individuals.
•    Expert in operations management.
•    Analytical, with excellent attention to detail.
•    Expert in defining service delivery frameworks, with a solid understanding of costing frameworks.
•    Led and mentored service improvement projects.
•    Expert in Excel, with strong IT skills including PowerPoint.

Further Information
Benefits: 
•    21 days of Annual Leave per calendar year, subject to policy 
•    14 days of Public Holidays per calendar year 
•    Group Mediclaim policy 
•    Group term life insurance policy 
•    Group accident insurance policy 
•    Gratuity, subject to prevailing country laws 
•    Free library membership 
•    Professional development - Ongoing learning and career growth opportunities to support your development.

Right to Work: Locally recruited 
Applications are welcomed from candidates currently in this location with a natural right to work.   

Applications are also welcomed from candidates currently based in other British Council country offices. However, please note candidates must have a natural right to work in the country, on a permanent basis, as immigration clearance and/or on-going visa support is not provided by the British Council for this role.  Relocation support is also not provided.  

Work Schedule: This is a 24/7 on-site role with rotating shifts, including night shifts. The position offers two days off per week, which may not always fall on weekends. Flexibility and adaptability to a continuous shift-based environment are essential.

A connected and trusted UK in a more connected and trusted world.

Equality, Diversity and Inclusion Statement

We are committed to equality, diversity and inclusion and welcome applications from all sections of the community as we believe that a diverse workforce gives added depth to our work. The British Council is a Disability Confident Employer. The Disability Confident scheme helps challenge attitudes, increase understanding of disability and ensure staff are drawn from the widest possible pool of talent. We guarantee an interview for disabled applicants who meet the minimum role requirements. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

Safeguarding Statement

The British Council is committed to safeguarding children, young people and adults who we work with. We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989. Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

If you experience any difficulties with submitting your application, please email askhr@britishcouncil.org