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Delivery Manager - Operations

Multiverse· Operations
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Hybrid (London)Full-timePosted 1mo ago

About the role

Delivery Manager负责管理并发展/coaching团队，确保关键合作伙伴的交付质量，提升学员完成度与客户ROI，推动团队绩效与持续改进，在高强度、以客户为中心的环境中领导 Coaches/Instructors。

Responsibilities

  • Manage a pod of Coaches/Instructors, taking full ownership of their performance, development, and engagement in a fast paced environment.
  • Create an inclusive and psychologically safe team environment, fostering a culture aligned with Multiverse values, where coaches feel supported to handle the complexities of major clients.
  • Take full responsibility of your team’s development and care deeply about them as people, not just employees.
  • Provide clarity for your team by setting clear expectations, communicating a compelling vision, and explaining the why behind everything we ask them to do.
  • Set clear team goals that align with broader Delivery goals, ensuring your team achieves all performance targets.
  • Drive the engagement of your team through communication, feedback, recognition and development.
  • Promote a culture of continuous improvement, coaching your team to surface and solve problems themselves.
  • Leverage the power of observation & feedback, to drive performance & development and ensure instructors provide a quality Apprentice experience leading to timely programme completion.
  • Empathetically advise your team on our People policies, accurately and in a timely manner.
  • Conduct regular performance assessments in line with Multiverse’s semi-annual performance process, setting goals, and providing constructive feedback to drive growth and maintain our high bar.
  • Building a high-performing team including supporting in the recruiting, onboarding or reskilling process as needed, as well as supporting the transition of instructors moving from other programs.
  • Collaborate with key business stakeholders and cross-functional teams to ensure overall business success.
  • Collaborate with cross functional partners to drive initiatives related to client, learner & coach experience.
  • Use AI tools daily to improve ways of working and enhance both personal and team productivity

Qualifications

  • 5+ years of professional work experience, including 2+ years of people management experience managing teams (5+ reports) in a fast-paced, customer-centric environment.
  • You understand the link between educational delivery and business retention. You are comfortable discussing how coaching quality impacts client ROI.
  • You have a track record of motivating a team and holding them accountable to key metrics (KPIs/SLAs). You do this through hands-on people management, strong written and verbal communication and proactive data review.
  • You are results-oriented with a data-driven approach. You are comfortable diving into dashboards to identify trends and intervening before they become issues.
  • You embody strong problem-solving skills and handle concerns with proactive investigation and resolution.
  • You are a team player, collaborative, transparent about challenges, and open to feedback to improve processes.
  • Excellent verbal and written communication skills, capable of engaging with colleagues and clients at all levels.
  • You treat everyone in your team equitably, ensuring belonging and value.
  • You own your own development and role model best practice in everything you do.

Skills

Required:People management

Benefits

  • Time off - 27 days holiday, plus 5 additional days off: 1 life event day, 2 volunteer days, 2 wellbeing days and 8 bank holidays per year
  • Health & Wellness - private medical Insurance with Bupa, medical cashback, life insurance, gym membership & wellness resources, mental health support
  • Hybrid work offering - office collaboration 3 days/week for most roles; Coaches/Instructors in-office once a month
  • Work-from-anywhere scheme - up to 10 days/year
  • Space to connect - weekly catch-ups, celebrations, and well-stocked kitchen
Last updated Sep 16, 2026. Interested? Apply on the company site.
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About Multiverse

Upskilling platform for AI and tech adoption

We’re building a world where tech skills unlock people’s potential. We deliver professional apprenticeships to boost productivity and upskill talent for jobs of the future.

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