Delivery Manager - Operations

Multiverse · Londonmid

In short

▸Gestiona un equipo de instructores/coaches en programas de upskilling tecnológico.
▸Enfocado en la calidad del servicio, el engagement del equipo y el impacto en el cliente (ROI).
▸Usas IA diariamente para mejorar la productividad y experiencia del equipo.

Proficiency in English is required.

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What they ask for

✓5+ años de experiencia profesional, incluyendo 2+ gestionando equipos (5+ personas).
✓Experiencia en entornos rápidos y centrados en el cliente.
✓Capacidad para alinear metas del equipo con objetivos de negocio.
✓Conocimiento del impacto de la calidad del coaching en el ROI del cliente.
✓Habilidad para desarrollar y motivar equipos a través de feedback y reconocimiento.
✓Experiencia en evaluaciones de desempeño y desarrollo personalizado.

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AI toolsPerformance assessmentsKPIs/SLAsClient experienceLearner experienceCross-functional collaborationRecruitingOnboardingReskillingCoaching

Who should you write to at Multiverse?

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Multiverse is the upskilling platform for AI and Tech adoption. We have partnered with 1,500+ companies to deliver a new kind of learning that's transforming today’s workforce. Our upskilling apprenticeships are designed for people of any age and career stage to build critical AI, data, and tech skills. Our learners have driven $2bn+ ROI for their employers, using the skills they’ve learned to improve productivity and measurable performance. In April 2026, we announced $70 million in strategic funding, led by Schroders Capital, with participation from StepStone Group, Lightspeed Venture Partners and General Catalyst. At an increased valuation of $2.1bn, the round makes us Europe’s first EdTech double unicorn. But we aren’t stopping there. With a strong operational footprint and 800+ employees, we have ambitious plans to continue scaling. We’re building a world where tech skills unlock people’s potential and output. Join Multiverse and power our mission to equip the workforce to win in the AI era. Join Multiverse and power our mission to equip the workforce to win in the AI era. The Opportunity We are looking for an exceptional people leader with a strong commercial mindset and a passion for the end-user experience. You will inspire, develop, and manage a team of Coaches/Instructors. In this role, you aren't just managing metrics; you are safeguarding the quality of delivery for our most critical partners. You will build a culture of high performance where your coaches are empowered to drive outstanding outcomes, ensuring that apprentices at world-leading organisations successfully complete their programmes and deliver ROI back to their employers. What You'll Do 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 About You 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.

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