Service Development Manager

As Service Development Manager, you will oversee the evolution of the service desk, working with our offshore teams to integrate Learning and Development (L&D), Quality Assurance (QA), Business Continuity and Regulatory Compliance to support high-volume operations in the client environment for SMETS and Switching services.

• Leading site development initiatives, including the creation of a SMART Academy of progression across the employee life cycle, from new starter to retirement.
• Acting as the responsible owner of content for the client knowledge hub.
• Designing and delivering L&D programmes for service desk teams, focusing on smart meter technologies, query resolution and compliance training to maintain high operational standards.
• Using our digital QA systems to evolve and monitor service desk performance, conducting audits on processes, assessing compliance, and executing triage processes.
• Ensuring regulatory compliance across the service desk, adhering to OFGEM licence conditions, SEC/REC requirements and cybersecurity standards (ISO 27001, NIST-aligned controls), and preparing for and managing audits, including Independent Compliance Officer (ICO) reviews.
• Collaborating on cross-functional projects, such as integrating L&D with continuous improvement efforts and aligning QA metrics with performance dashboards for real-time insights.
• Conducting skills audits and tracking site development KPIs (e.g., training completion rates, audit pass rates, compliance adherence). Reporting progress and driving proactive enhancements.
• Working in close partnership with our clients' knowledge and training teams to ensure alignment and shared best practice.
• Monitoring and reporting on customer satisfaction metrics (e.g., Customer Effort Score - CES) and leading a cultural shift from incident triage to continue our pathway of CS transformation, intelligent service, and industry leadership through initiatives that ensure better information and advice, reduce industry waste and enhance connectivity, resilience and efficiency.

Qualifications and experience we consider to be essential for the role:

• Bachelor's degree in Business Management, Energy Systems or Regulatory Affairs; certifications in QA (e.g., ISO Lead Auditor), L&D (e.g., CIPD), or compliance (e.g., CQA) are preferred.
• 7+ years in service/operations management within regulated industries such as energy or telecoms, ideally with hands-on experience in smart metering, user interfaces or L&D and compliance programmes.
• Proven track record in developing L&D programmes and QA systems, ideally involving energy data networks or switching services.

• Expertise in regulatory frameworks (OFGEM, SEC) and QA tools for compliant process optimisation; strong project management skills.
• Commitment to people development, with experience in training design and delivery and cultivating a compliance-first culture in line with our zero-tolerance policies. Ability to drive cultural shifts towards a learning culture.
• Analytical mindset for auditing and risk assessment, combined with excellent organisational skills.
• A one-team-oriented approach, excelling in forging collaborative environments to support our client's goals.
• At EXL, we are committed to providing our employees with the tools and resources they need to succeed and excel in their careers. We offer a wide range of professional and personal development opportunities. We also support a range of learning initiatives that allow our employees to build on their existing skills and knowledge. From online courses to seminars and workshops, our employees have the opportunity to enhance their skills and stay up to date with the latest trends and technologies.