Multiverse
Delivery Manager - Strategic Accounts
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Delivery Manager - Strategic Accounts
Delivery Manager – Strategic Accounts
Multiverse is the upskilling platform for AI and Tech adoption.
We have partnered with 1,500+ companies to deliver a new kind of learning that's transforming today’s workforce.
Our upskilling apprenticeships are designed for people of any age and career stage to build critical AI, data, and tech skills. Our learners have driven $2bn+ ROI for their employers, using the skills they’ve learned to improve productivity and measurable performance.
In June 2022, we announced a $220 million Series D funding round co-led by StepStone Group, Lightspeed Venture Partners and General Catalyst. With a post-money valuation of $1.7bn, the round makes us the UK’s first EdTech unicorn.
But we aren’t stopping there. With a strong operational footprint and 800+ employees, we have ambitious plans to continue scaling. We’re building a world where tech skills unlock people’s potential and output.
Join Multiverse and power our mission to equip the workforce to win in the AI era.
About the Role
Delivery Manager (Strategic Accounts)
We are looking for an exceptional people leader with a strong commercial mindset and a passion for the end-user experience. You will inspire, develop, and manage a team of Coaches dedicated to our Strategic Accounts.
In this role, you aren’t just managing metrics; you are safeguarding the quality of delivery for our most critical partners. You will build a culture of high performance where your coaches are empowered to drive outstanding outcomes, ensuring that apprentices at world-leading organisations successfully complete their programmes and deliver ROI back to their employers.
What You’ll Do
- Manage a pod of Coaches, taking full ownership of their performance, development, and engagement in a fast-paced environment.
- Create an inclusive and psychologically safe team environment, fostering a culture aligned with Multiverse values, where coaches feel supported to handle the complexities of major clients.
- Take full responsibility for your team’s development and care deeply about them as people, not just employees.
- Provide clarity for your team by setting clear expectations, communicating a compelling vision, and explaining the why behind everything we ask them to do.
- Set clear team goals that align with broader Delivery goals, ensuring your team achieves all performance targets.
- Drive the engagement of your team through communication, feedback, recognition, and development.
- Promote a culture of continuous improvement, coaching your team to surface and solve problems themselves.
- Leverage the power of observation & feedback, to drive performance & development and ensure instructors provide a quality Apprentice experience leading to timely programme completion.
- Empathetically advise your team on Multiverse People policies, accurately and in a timely manner.
- Conduct regular performance assessments in line with Multiverse’s semi-annual process, setting goals, and providing constructive feedback to drive growth and maintain our high bar.
- Build a high-performing team, including support for recruiting, onboarding, or reskilling as needed, as well as supporting the transition of instructors moving from other programs.
- Collaborate with key business stakeholders and cross-functional teams to ensure overall business success.
- Collaborate with cross-functional partners to drive initiatives related to client, learner & coach experience.
- Use AI tools daily to improve ways of working and enhance both personal and team productivity.
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About You
Requirements
- 5+ years of professional work experience, including 2+ years of people management experience managing teams (5+ reports) in a fast-paced, customer-centric environment.
- You understand the link between educational delivery and business retention. You are comfortable discussing how coaching quality impacts client ROI.
- You have a track record of motivating a team and holding them accountable to key metrics (KPIs/SLAs) with people management, strong written and verbal communication, and proactive data review.
- You are results-oriented with a data-driven approach. Comfortable diving into dashboards to identify trends (e.g., a dip in off-the-job training hours) and intervening before they become issues. Comfortable using data to drive decision-making and hold people accountable for outstanding results.
- You embody strong problem-solving skills. When a Strategic & Large Enterprise client has a concern, you don’t panic — you investigate, communicate, and resolve.
- You are a team player who collaborates well with peers, your manager, and cross-functional partners. You are transparent about challenges and proactively reflect on how to improve the team. You’re transparent about successes and challenges — always identifying learnings and process improvements. Seek input and feedback on proposals and decisions.
- You have excellent verbal and written communication skills, able to code-switch between internal coaching conversations and external client-facing correspondence. Work effectively with people at all levels.
- You treat everyone in your team equitably, ensuring all team members feel a sense of belonging and value.
- You own your own development and role-model best practice in everything you do.
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Benefits
- Time Off
- 27 days holiday, plus 5 additional days:
- 1 life event day
- 2 volunteer days
- 2 company-wide wellbeing days (M-Powered Weekend)
- 8 bank holidays per year
- 27 days holiday, plus 5 additional days:
- Health & Wellness
- Private medical insurance with Bupa, medical cashback scheme, life insurance, gym membership, wellness resources through Wellhub, and access to Spill (mental health support)
- Work Flexibility
- Hybrid work offering: Collaborate in the office three days per week (except for Coaches & Instructors who collaborate once a month).
- Work-from-anywhere scheme: Opportunity to work from anywhere, up to 10 days per year.
- Connectivity and Community
- Beyond the desk: Weekly catch-ups, seasonal celebrations, and a kitchen always stocked!
Commitments
Diversity, Equity, and Inclusion
We’re an equal opportunities employer. Every applicant and employee is afforded the same opportunities regardless of:
- Race, colour, ancestry
- Religion, sex, national origin
- Sexual orientation, age, citizenship
- Marital status, disability
- Gender, gender identity or expression
- Veteran status
Read our Equality, Diversity & Inclusion policy here.
Safeguarding
Multiverse is committed to safeguarding and promoting the welfare of our learners. All employees must share this commitment and adhere to the:
- Safeguarding Policy
- Prevent Policy
- All other Multiverse policies
Successful applicants will undergo:
- Basic DBS check
- For eligible roles: Enhanced DBS check, including a Children’s Barred List and Prohibition Order check (due to Rehabilitation of Offenders Act 1974 exceptions)
Providing false information is an offense and may result in application rejection, summary dismissal, potential partial referral to police or DBS.
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