Assessment Service Delivery

Would you like to help enrich the lives of learners around the world? At RM, we've been pioneers of education technology since 1973. We provide technology and resources to the education sector, supporting over 20 million students and improving educational outcomes worldwide.

What we do helps learners at all stages of their lives, from preschool to higher education and professional qualification; we partner with schools, examination boards, governments, and professional organisations globally to make learning more accessible, more engaging, and more impactful.

RM operates through three divisions: Assessment (digital assessment and marking solutions), Technology (managed services, hardware, and software for schools), and TTS (educational resources).

Within the assessment market we are experts in providing solutions for online exam testing and marking and the management and analysis of educational data. We work with government ministries, exam boards and professional awarding bodies for high stakes assessment such as GCSEs, ALevels, and professional qualifications. Each year, our software is used globally to conduct hundreds of thousands of on screen tests and to mark millions of paper based scripts. For over a decade we have partnered with the world's leading awarding bodies to deliver intuitive, secure, and reliable e marking solutions.

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The Assessment Service Management (ASM) function sits within the Operations group of the Assessment division and is responsible for delivering the processes that support assessment examination cycles.

You will work closely with colleagues from across the business, including other operational teams and Customer Relationship Management, to constantly evolve and improve the service we provide. To achieve this, you will need a process and customer orientated background.

We encourage early applications as the vacancy may close once the position has been filled or final interviews have been arranged.

As an Assessment Service Delivery will be responsible for organising and delivering a range of Assessment Service Management team services for one or more customers. It is a customer facing role and will liaise with operational counterparts within customer and supplier organisations.

• Coordinate the operational delivery of Assessment Service Delivery e marking and e assessment services in each assessment session, service, or pilot, from planning through to full reconciliation of candidate responses.
• Ensure suppliers are given the required information to plan resources and capacity.
• Represent the Assessment Service Management team across the RM business.
• Manage and deliver quality checking and reconciliation activities for your customer(s).
• Build and maintain effective direct operational level relationships with suppliers and customers.
• Monitor and report on the day to day performance of the Assessment Service Management function against the agreed operational delivery plans and service levels.
• Supervise a team of temporary staff to deliver the Assessment Service Management activities required during an examination period.
• Be the point of operational contact for the customer for Assessment Service Management activities: attend customer conference calls, handle ad hoc requests, provide updates, and resolve issues in a timely fashion.
• Deliver internal process improvement activities for Assessment Service Management (e.g. lessons learnt) and contribute to new service introductions to ensure best practice across customers.
• Participate in end user testing as part of the ongoing release cycle of RM software.
• Ensure test materials are available and prepared when required.
• Contribute to the internal continual service improvement process for your customer(s). Provide regular feedback to the Customer team meetings and produce the operational SLA report inputs for your customer.
• Contribute to the Assessment Service Management processes/documents for your customer (e.g. Exception Handling Guideline documents) and support RM accreditation activities to ISO standards, including internal and external audits and documentation maintenance.

The role will deliver against a number of contracts, ranging from small to large accounts. Due to the high stakes nature of e assessment and the requirement to deliver over 10 million responses each summer, the job holder must ensure the quality of the Assessment Service Management delivery and must meet mandated timescales and SLAs. The job holder must also identify opportunities for operational efficiencies and implement mandatory improvements.

• Experience in a customer facing delivery role.
• Experienced in the delivery of operational activities.
• Experience of working with and reporting on KPIs.
• Self reliant, able to work under pressure and prioritise workload.

• Ability to deliver results meeting KPIs, SLAs, and OLAs.
• Maintain quality output whilst remaining flexible to changing demands and priorities in a high paced environment.
• Demonstrable ability to identify and deliver improvements to products and/or services.
• Make informed decisions that directly affect team performance; display good judgment balancing customer and RM needs.
• Excellent written and verbal communication.
• Advanced knowledge of MS Office Packages with the ability to learn new interfaces quickly and confidently.

• Knowledge of service or project management methodologies would be an advantage (e.g. ITIL, PRINCE).
• Industry experience using MS Excel.

At RM we have My Work which provides office based colleagues with multi location and hybrid working options. As well as your office base, you can spend a proportion of your time working at other locations that suit your role and life, including home, other offices, customer sites, distribution centres or on the move. We encourage you to discuss arrangements for this role with your potential line manager during the recruitment process.

RM is committed to safeguarding and promoting the welfare of children and expects all permanent and temporary staff to share this commitment. This role is exempt from the Rehabilitation of Offenders Act 1974 and all successful candidates will be subject to Disclosure and Barring Service (DBS) checks along with other relevant employment checks.

As well as a competitive salary and our core benefits package-which includes private medical healthcare, life assurance, and a Group Personal Pension Plan with higher contribution levels available-some roles are also eligible for a performance related bonus. There are lots of voluntary benefits too: you could buy additional annual leave, join our dental plan, sign up for a health assessment, or take part in our cycle to work scheme. You could even earn an extra bonus for successfully recommending a friend or family member for a position within RM.

To better reflect the society that we serve, we're committed to building a diverse workforce and creating an inclusive and welcoming environment for all. We want to make the recruitment process as inclusive as possible for everyone; if you require additional support with your application or interview, please contact us at .

Unfortunately, we are unable to offer visa sponsorship for this role.