Operations Delivery Manager Candidate Information Booklet.pdf
About The Role
The Institute of Public Administration (IPA) is seeking an experienced and strategic Operations Delivery Manager to lead the operational delivery of Digital Learning services and support the next phase of growth across the public service.
This role is being recruited at a pivotal stage in the evolution of the Digital Learning function. A key pillar of the IPA's strategy is the development of a shared Digital Learning Ecosystem that enables high-quality learning to operate effectively at scale across Ireland's Public Service. The introduction of a new Learning Experience Platform (LXP) in 2027 will provide the foundation for this growth, supporting the expansion of Digital Learning services from approximately 50,000 Civil Service learners to a wider Public Service audience of more than 110,000 learners by 2030. The postholder will play a leading role in implementing the new Digital Learning operating model, supporting the rollout of the Learning Experience Platform and establishing the operational structures, processes and supplier arrangements required to support future growth.
The postholder will lead the operations function, managing the Service Delivery Supervisor and wider operations team to ensure the effective delivery, continuous improvement and future scalability of Digital Learning services, comprising instructor led delivery and self-paced learning. While initially reporting to the Director of Digital Learning, the department may evolve over time to support operational leadership across the IPA as organisational structures and service models develop.
Key Responsibilities
1. Service Performance & Delivery
· Lead the Digital Learning Operations function, ensuring services are delivered efficiently, effectively and in line with agreed service standards.
· Oversee demand forecasting, capacity planning and operational planning activities to ensure service capacity and delivery models support current and future organisational needs.
· Establish and maintain the operational frameworks, performance measures and service standards required to support effective, scalable and high-quality service delivery.
· Monitor service performance, quality and operational risks, using data, stakeholder feedback and performance insights to drive continuous improvement and corrective action where required.
2. Supplier & Commercial Management
· Define operational requirements, service standards, implementation requirements and performance measures for delivery partners, and support procurement and supplier selection activities.
· Lead the mobilisation and implementation of new delivery partnerships, ensuring services transition smoothly into operation.
· Build effective supplier partnerships and governance arrangements that drive high performance, continuous improvement and value for money.
· Monitor supplier performance against contractual obligations and agreed service standards, ensuring issues are addressed and performance improvements delivered.
· Monitor service utilisation, income and expenditure against operational and contractual targets, providing analysis, forecasting and recommendations to support effective service planning and financial performance.
3. Stakeholder Management
· Develop and maintain effective relationships with client organisations, ensuring a high-quality, responsive service that meets agreed expectations and supports positive customer experiences.
· Act as a senior escalation point for operational and service delivery matters, working with stakeholders, suppliers and internal teams to resolve issues and maintain service performance.
· Build productive partnerships with internal colleagues, training providers and public service organisations to support the effective delivery and continuous improvement of Digital Learning services.
· Support client onboarding and service transition activities, ensuring new organisations can successfully access and adopt Digital Learning services.
4. Leadership and Team Management
· Lead and develop the Operations function, ensuring it has the capability, capacity and culture required to deliver high-quality services and support future organisational growth.
· Foster a culture of collaboration, accountability, continuous improvement and innovation, leading teams through change and organisational transformation.
About the Ideal Candidate
Qualifications
- Degree qualification in Business, Operations Management, Public Administration or a related discipline, or significant relevant professional experience - essential
Knowledge
· Strong understanding of service delivery, operational management, governance and process improvement.
· Knowledge of digital learning, online learning platforms, learning administration or related service delivery models.
Experience
· Significant relevant experience leading operational, service delivery or platform-based services at scale, including responsibility for teams, suppliers, budgets and performance outcomes. (essential)
· Experience managing operational processes, service standards and performance measures to ensure high-quality service delivery. (essential)
· Experience managing large-scale client-facing services.
· Experience establishing service standards, performance measures and operational processes.
· Experience managing suppliers, contracts and service-level performance.
· Experience managing budgets, expenditure and supporting financial reporting and planning.
· Experience building effective stakeholder relationships and leading organisational change.
Read more about the ideal candidate profile including the skills and personal attributes, in the candidate booklet.
How to Apply:
Conscia will be managing all aspects of the recruitment process on behalf of The IPA. Applications should be made online through https://consciatalent.com/IPA and by attaching a completed application form, downloadable here.
Your application must be submitted on the Conscia website not later than 1pm (Irish time) on Wednesday 30th September 2026. Interviews are expected to take place in person, in October.
If you do not receive an acknowledgement of receipt of your application within 24 hours of applying, please email: ipa@consciatalent.com
Operations Delivery Manager Candidate Information Booklet.pdf
