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Job Title: Operations & Support Lead - Learning Projects

Job Overview:

We are seeking a proactive and service-oriented Operations & Support Lead to support the delivery and ongoing operations of a learning technology project deployed at the customer's site. The successful candidate will represent the vendor team onsite and serve as the primary operational liaison between the customer, project stakeholders, technical teams, and support vendors.

The role requires strong operational management capabilities, stakeholder engagement skills, and experience managing support services within a structured and customer-facing environment.

Key Responsibilities:

Operations & Service Management

. Oversee day-to-day operational support for the learning technology platform and associated systems

. Monitor system performance, service availability, and operational issues to ensure continuity of services

. Coordinate operational readiness activities for system enhancements, releases, and maintenance activities

. Develop, review, and maintain operational procedures, workflows, and support documentation

. Ensure operational processes comply with organisational policies, governance standards, and service requirements

. Support business continuity and operational resilience initiatives

Incident & Support Management

. Serve as the primary onsite coordination point for operational and support-related matters

. Manage incident reporting, issue tracking, escalation, and resolution processes

. Coordinate with technical teams, infrastructure teams, and third-party vendors to ensure timely issue resolution

. Monitor service delivery against agreed service level agreements (SLAs) and key performance indicators (KPIs)

. Provide timely updates and communication to customer stakeholders on operational incidents and service matters

. Drive continuous improvement initiatives to enhance operational efficiency and user support experience

Stakeholder & Vendor Management

. Work closely with customer stakeholders, business users, project managers, and technical teams to support operational requirements

. Build and maintain positive working relationships with customer representatives and key stakeholders

. Coordinate with internal delivery teams and external vendors to ensure smooth service delivery

. Support operational governance activities including meetings, reporting, audits, and service reviews

. Assist with change management, user engagement, and adoption activities where required

Reporting & Continuous Improvement

. Prepare operational reports, incident summaries, service performance dashboards, and management updates

. Analyse operational trends and recommend improvements to strengthen service delivery and support processes

. Support audit, compliance, and risk management activities in accordance with customer requirements

. Maintain accurate operational records, support logs, and documentation

Qualifications & Experience

. Bachelor's degree in Information Technology, Information Systems, Education Technology, Business Administration, or a related discipline

. At least 5 years of relevant experience in operations management, service delivery, or support functions

. Experience supporting enterprise digital platforms, cloud-based systems, or Learning Management Systems (LMS)

. Experience managing vendors, support teams, and cross-functional stakeholders

. Familiarity with structured project delivery and governance environments

Certifications

Mandatory

. ITIL Foundation Certification (or equivalent certification in IT Service Management)

Preferred / Good-to-Have

. Microsoft Azure certification (e.g. Azure Fundamentals, Azure Administrator, or related cloud certification)

. Project management certifications such as PMP, PRINCE2, Agile, or Scrum certifications

. Relevant certifications in service management, operations, or enterprise platforms

. Learning Management System (LMS) platform certifications will be advantageous

Competencies & Skills

. Strong organisational, coordination, and stakeholder management skills

. Good analytical and problem-solving capabilities

. Strong communication and interpersonal skills

. Ability to manage multiple priorities in a fast-paced environment

. Service-oriented mindset with attention to operational quality and user experience

. Proficiency in operational reporting and documentation

Preferred Attributes

. Experience in public sector, education, or large-scale digital transformation environments

. Familiarity with ticketing and service management platforms (e.g. ServiceNow, Jira Service Management)

. Understanding of governance, compliance, and audit processes

. Ability to work independently and collaboratively across teams

Operations & Support Lead Learning Projects