Job Title

Sr. Manager, Service Delivery Training

Job Description Summary

The Senior Manager, Service Delivery Training will be responsible for developing, executing, and facilitating training programs that enhance the skills, knowledge, and performance of our service delivery teams. This role focuses on driving operational efficiency, training adoption, and continuous improvement through structured learning programs, process standardization, and LMS administration. The Senior Manager will work closely with Client Services, HR, and business leaders to ensure training aligns with business goals and frontline needs.

Job Description

Key Responsibilities:

• Collaborate with the Head of Service Delivery Training to implement a Learning & Development strategy aligned with business priorities and drive operational success.
• Oversee and facilitate the delivery of Service Delivery Training programs for both frontline and managerial employees, ensuring consistency and alignment with operational goals.
• Identify future workforce skills needs and recommend proactive training solutions.
• Design and maintain SOPs, training frameworks, and operational playbooks to ensure consistency.
• Continuously refine training methodologies based on learner feedback and evolving business needs.
• Oversee and maintain the Learning Management System (LMS), ensuring content is organized, system features are optimized, and training effectiveness is tracked through detailed reporting.
• Define and track KPIs to measure effectiveness and adjust programs accordingly.
• Collaborate with business leaders, HR, and frontline managers to identify training needs, develop learning objectives, and integrate learning into daily work.
• Promote adoption of new training programs and process changes through effective communication and engagement.
• Prepare and present regular project status reports to the Head of Service Delivery Training and other senior leaders.
• Lead, mentor, and develop SMEs, Trainers and Producers to deliver high-quality training programs.
• Conduct & facilitate in-person and virtual training sessions.
• Coordinate with external training providers as needed.
• Stay informed on industry trends, best practices, and emerging technologies relevant to our technical workforce.

Qualifications:

• Bachelor’s degree in Education, Human Resources, Business Administration, or a related field. Master’s degree preferred.

• 7+ years of experience in learning and development, with a proven track record of designing and developing effective training programs, applying instructional design best practices to create engaging content for diverse audiences (frontline and managerial).
• Proven ability to leverage data-driven insights to design and optimize training strategies, utilizing technology to drive learning effectiveness.
• Excellent stakeholder management skills and the ability to influence cross-functional teams.
• Flexibility to adapt to changing organizational needs and industry trends.
• Proven experience managing multiple projects and priorities in a fast-paced environment.
• Experience managing an LMS, optimizing system functionality, and using reports to track training effectiveness and learner progress.
• Strong ability to balance strategic planning with hands-on execution.
• Proficiency with SharePoint, Outlook, Teams, Workday and Articulate.

Cushman & Wakefield also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health, vision, and dental insurance, flexible spending accou