Training Delivery Manager

Skillsoft Global Knowledge is seeking an experienced Training Delivery Manager to be responsible for leading and developing a team of Subject Matter Experts (SMEs), Internal Corporate Trainers and External Contract Trainers to ensure the highest standards of training delivery across all technologies. In this role, you will have the opportunity to manage the day-to-day trainer performance, embed consistent quality frameworks, and drive trainer utilization while ensuring an excellent learner experience reflected in strong NPS, CSAT and quality outcomes.
The ideal candidate is an experienced people leader with a strong background in training, professional services, or corporate learning environments. They possess 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 1:1s with Internal and External trainers and maintain adherence to agreed frequency.
• Set individual development plans in line with the Trainer skills matrix and forecast (using the 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
• Maintained relationship with key freelancers / contract provider companies
• Where needed set development plans to support key external trainer skills
• Deliver training to trainers (internal and external on GK standards)

Quality Assurance

• Perform scheduled quality observations of training delivery (minimum of one per month per internal trainer).
• Perform scheduled quality observations of training delivery (minimum of two per year per external trainer).
• Maintain and evolve the quality observation framework.
• Deliver feedback sessions and coaching based on observation 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 KPIs, quality metrics, and expectations.
• Oversee trainer utilization and ensure optimal allocation, working closely with Scheduling.
• 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 resource 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 – Country

• Own the country freelancer bench strategy (capacity, skills coverage, languages, locations) aligned to forecast demand and delivery plans vs internal team.
• Source, screen and onboard external trainers, ensuring consistent vetting, contracting readiness and fit to the Trainer skills matrix.
• Define and communicate delivery standards, ways of working and required tools/processes for freelancers (scheduling, attendance, reporting, learner comms).
• 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/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

• Work collaboratively 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 Trainer CSAT 1:1 Adherence Value‑Add Content External Trainer Coverage: % of sessions covered without escalation / cancellation due to trainer availability.

• Freelancer Onboarding Cycle Time: average time from need identified to trainer approved and delivery-ready.
• Freelancer Quality Score: average observation score for external trainers and % meeting quality threshold.
• Freelancer Learner Experience: NPS/CSAT for sessions delivered by freelancers vs. target.
• Freelancer Compliance & Admin Accuracy: % of required documentation completed on time and invoices/timesheets validated without rework.

Required Skills & Experience

• 5+ years of professional experience leading trainers or Subject Matter Experts in corporate training environments with a Bachelor’s degree or equivalent combination of education and experience
• 2+ years of People Management experience
• Strong capability to provide coaching, leadership, and feedback
• Ability to analyze quality, delivery, and learner experience metrics
• Robust operational discipline and organizational skills
• Excellent communication and stakeholder management, as well as collaboration skills
• Experience with Performance Management & Operational Excellence