Learning Technology Service Delivery and Release Lead

We’re transforming the future of healthcare by unlocking the power of what science can do (for people, society, and the planet).

In support of this, we are growing our Operations and Technology Solutions team, a key part of our global Talent & Development function which sits within Human Resources.

Talent & Development is a fast-paced, creative, and purposeful environment where innovative thinking is encouraged. Our role is to develop every employee, manager, and leader, while also looking after the learning technology and the talent agenda for the company.

This is an exciting time to join Talent & Development. We’ve been on a transformational journey building a culture of lifelong learning, growing our capabilities, developing our talent, and designing an integrated learning technologies infrastructure.

Now we are looking to consolidate our new ways of working, delivering value for the business by having the right talent available at the right time and helping to unlock the potential in everyone every day.

To help us to do this, Talent & Development is now hiring a Learning Technology Service Delivery and Release Lead to join our Operations and Technology Solutions team reporting to the Enterprise Learning Technology Solutions Director.

You will lead a team that plays a crucial role in ensuring the smooth and efficient delivery of our learning technology ecosystem services and releases.

You will oversee the end-to-end T&D service delivery lifecycle, including planning, coordination, execution, and monitoring of services releases and updates, as well as, provide Learning technology change control governance.

Your focus will be on maintaining high service quality, optimizing delivery processes, and ensuring customer satisfaction.

Leadership Role - Provide coaching, 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, standards, and best practices.

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 cross-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 change management 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 change management 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 ( 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 stakeholders, 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 stakeholders 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 stakeholders 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 Identify opportunities for process improvements, efficiency gains, and automation within the release management function.

Implement best practices to enhance the overall learning technology release process in partnership with global IT.

Mandatory Skills :

• Bachelor’s degree in computer science, information technology, or related field. Master’s degree is a plus
• Proven experience in service delivery management and release management, preferably in the learning technology or IT industry
• Strong knowledge of learning management systems (LMS), learning content management systems (LCMS), learning experience systems (LxP), and

related learning technologies

• Familiarity with service management frameworks and best practices
• Experience in change management and problem management processes
• Proficiency in coordinating and executing service releases, managing risks and dependencies
• Excellent project management and organizational skills, with the ability to prioritize amid multiple tasks
• Strong analytical and problem-solving abilities to identify service improvement opportunities and drive process optimization
• Excellent communication and interpersonal skills to engage with stakeholders at all levels
• Knowledge of agile methodologies and experience with agile release management is a plus

Desirable skills :

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

Date Posted

05-abr-2024

Closing Date

04-jun-2024