Learning Technology Service Delivery And Release Lead

Description:

As a Learning Technology Service Delivery and Release Lead, you will be responsible for the end-to-end T&D service delivery lifecycle, including planning, coordination, execution, and monitoring of service releases and updates. You will also provide Learning technology change control governance. You will focus on maintaining high service quality, optimizing delivery processes, and ensuring customer satisfaction.

Leadership Role - Provide mentorship, career development, and day-to-day management of work to a team of Learning Technology business analysts and functional leads.

Service Delivery Management – Manage the overall T&D service delivery of learning technology solutions. Define and implement service delivery processes and standards. Continuously monitor and assess service performance, identifying areas for improvement and implementing corrective measures as needed. Oversee governance for global mandatory training – process review, scheduling, validating, administering etc and working closely with the Mandatory Training Advisory Board.

Release Management – Oversee the planning, coordination, and execution of all learning technology service releases and updates in partnership with global IT. Collaborate with multi-functional teams, including testers, system administrators, and our Global Learning Shared Services team, to ensure smooth and successful releases. Define release schedules, conduct risk assessments, and manage change requests to minimize disruption and ensure high-quality releases.

Change Management & Technology Ecosystem Review – Develop and implement processes and controls for learning technology services. Coordinate and facilitate the Learning Technology Review Board meetings to review and approve change requests. Ensure proper documentation, testing and validation of changes prior to release. Develop and implement strategies to facilitate the adoption and smooth transition of learning technologies across the organisation.

Vendor and Supplier Management – Collaborate with external learning vendors and suppliers to manage service delivery and releases in partnership with global IT. Establish and maintain strong relationships with vendors, ensuring compliance with SLAs and contractual obligations. Coordinate vendor activities, review performance metrics, and drive continuous improvement in service delivery.

Service Transition and Knowledge Management – Facilitate the smooth transition of learning technologies from development to production environments. Develop and maintain knowledge repositories, documentation, and stand operating procedures for service delivery processes. Ensure up-to-date and accurate information to support service delivery and troubleshooting (i.e. Systems standards). Owns the T&D technology solutions team acceptance to service process for all new learning technologies into the global learning tech ecosystem.

Stakeholder Engagement – Engage with key business partners, including business areas, internal teams, and senior management to understand their service requirements and expectations. Provide regular updates on delivery performance, release schedules, and technology enhancements/changes. Collaborate with partners to address concerns, resolve issues, and maintain high levels of customer satisfaction.

Demand Management & Communication - Work with the business to gather an understanding of their business needs and manage the demand intake process for all learning technology requests. Act as the T&D learning tech central point of contact for all collaborators involved in the release process for the complete technology estate (22 releases a year), providing regular updates on release status, risks, and issues. Facilitate effective communication and collaboration between teams.

Quality Assurance – Conduct thorough quality assurance checks to ensure that learning technologies, digital content, and associated integrations are functioning correctly and meet user requirements.

Continuous Improvement – Find opportunities for process improvements, efficiency gains, and automation within the release management function. Implement standard processes to enhance the overall learning technology release process in partnership with global IT.

Essential Skills and Experience: 

Bachelor’s degree in computer science, information technology, or related field or equivalent experience. Master’s degree or equivalent experience is a plus
Demonstrable experience in service delivery management and release management, preferably in the learning technology or IT industry
Solid understanding of learning management systems (LMS), learning content management systems (LCMS), learning experience systems (LxP), and related learning technologies
Familiarity with service management frameworks and standard methodologies
Experience in change management and problem management processes
Proficiency in coordinating and performing service releases, managing risks and dependencies
Excellent project management skills, with the ability to prioritize amid multiple tasks
Strong analytical and problem-solving abilities to identify service improvement opportunities and drive process optimization
Superb communication and interpersonal skills to engage with partners at all levels
Knowledge of agile methodologies and experience with agile release management would be advantageous

Desirable skills:

Previous experience with deployment and administration of an LMS/LXP preferred
Confident leading a platform on standard methodologies in technology or key architectural concepts
Saba Cloud and/or Degreed experience desired
Experience working in a global matrix organisation