Training Delivery Manager

Training Delivery Manager

Company: Skillsoft Location: UK Contract Type: Contract Industry: Education

At Skillsoft, we believe skills fuel growth. Our mission is to empower every organization and every learner to turn constant change into continuous growth. As part of the team, your skills will help organizations understand what skills they have, what they need next, and how to apply them in ways that drive real performance and progress.

Skillsoft Global Knowledge is seeking an experienced Training Delivery Manager to lead and develop a team of Subject Matter Experts (SMEs), Internal Corporate Trainers, and External Contract Trainers. Your primary responsibility will be to ensure the highest standards of training delivery across all technologies. This role offers the opportunity to manage day-to-day trainer performance, implement consistent quality frameworks, and drive trainer utilization while ensuring an excellent learner experience, reflected in strong Net Promoter Scores (NPS), Customer Satisfaction (CSAT), and quality outcomes.

The ideal candidate is a passionate people leader with a strong background in training, professional services, or corporate learning environments. You should have a passion for coaching and mentoring training professionals, a keen eye for quality, and the ability to manage operational demands in a fast-paced environment.

Key Responsibilities

People Leadership & Development

• Conduct regular one-on-one meetings with internal and external trainers, maintaining agreed adherence frequency.
• Establish individual development plans aligned with the Trainer Skills Matrix and forecasts, utilizing the Global Training & Learning (GTL) framework.
• Support trainer career progression, skill development, and capability uplift to ensure continued capability usage.
• Lead and participate in interviews for trainer replacements or expansion roles.
• Maintain relationships with key freelancers and contract provider companies.
• Develop external trainers where needed to support key skill requirements.
• Deliver training to trainers (internal and external) on Global Knowledge (GK) standards.

Quality Assurance

• Perform scheduled quality observations of training delivery (minimum one per month per internal trainer, two per year per external trainer).
• Maintain and evolve the quality observation framework.
• Deliver feedback sessions and coaching based on observations and survey results.
• Track weekly team quality and survey scores and implement improvement actions.
• Analyze learner feedback evaluations for trends and opportunities.

Performance & Operations Management

• Monitor and manage trainer performance against Key Performance Indicators (KPIs), quality metrics, and expectations.
• Oversee trainer utilization and ensure optimal allocation, working closely with the Scheduling team.
• Manage holiday approvals and ensure delivery coverage.
• Facilitate trainer expense approvals in line with policies.
• Handle trainer complaints and issues through appropriate channels.
• Enable access to SME resources for content and product development, translations, and bid support.
• Manage administrative tasks such as reporting, scheduling, documentation, and compliance activities.
• Ensure trainer profiles are up-to-date on online resource portals (certifications, languages, etc.).
• Monitor and manage skills gaps and identify internalizing opportunities.

External Trainer (Freelancer) Management

• Own the country freelancer bench strategy (capacity, skills coverage, languages, locations) aligned to forecast demand and delivery plans versus the internal team.
• Source, screen, and onboard external trainers, ensuring consistent vetting, contracting readiness, and alignment with the Trainer Skills Matrix.
• Define and communicate delivery standards, ways of working, and required tools/processes for freelancers (scheduling, attendance, reporting, learner communications).
• Ensure freelancers are enabled on the latest content, labs, and delivery guidance (briefings, updates, train-the-trainer sessions) prior to delivery.
• Monitor external trainer performance against quality, NPS/CSAT, professionalism, and adherence expectations; take corrective actions as needed.
• Manage freelancer scheduling and coverage to protect delivery continuity, including substitutions, escalation management, and last-minute coverage.
• Approve and validate freelancer deliverables (session completion, timesheets/invoicing inputs where applicable) in line with internal controls.
• Ensure compliance with required policies (data privacy, information security, code of conduct, client/site rules) and maintain necessary documentation.

Stakeholder Management

• Collaborate with Program Owners, Training Operations (Scheduling), and Presales teams.
• Participate in weekly or monthly review sessions with leadership to discuss utilization, quality, NPS, and risks.
• Provide insights and recommendations for improving the learner and client experience.

Continuous Improvement & Value Add

• Drive the creation and refinement of training materials, assets, and value-add content.
• Identify opportunities to enhance delivery efficiency, trainer capability, and process maturity.
• Support new program launches and ensure trainers are adequately prepared.

Key Performance Indicators (KPIs)

• Team Utilization
• Team NPS Scores
• Team Quality Observation Scores