Multiverse
Delivery Manager - Strategic Accounts
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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 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 $1.7 Bil., 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. Join Multiverse and power our mission to equip the workforce to win in the AI era.
About the Role
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 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 team 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 team engagement through communication, feedback, recognition, and development.
- Promote a culture of continuous improvement, coaching your team to solve problems themselves.
- Leverage observation & feedback to drive performance and ensure instructors provide a quality apprentice experience leading to timely programme completion.
- Empathetically advise your team on People policies, accurately and in a timely manner.
- Conduct regular performance assessments in line with Multiverse’s semi-annual performance process, setting goals and providing constructive feedback to drive growth and maintain our high bar.
- Build a high-performing team by supporting recruiting, onboarding, or reskilling processes as needed for transitioning instructors.
- Collaborate with key business stakeholders and cross-functional teams to ensure business success.
- Collaborate with cross-functional partners on initiatives relating to client, learner, and coach experience.
- Use AI tools daily to enhance personal and team productivity.
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About You
- 5+ years of professional work experience, including 2+ years of people management experience managing teams (5+ reports) in a fast-paced, customer-centric environment.
- Understand the link between educational delivery and business retention. Comfortableness in discussing how coaching quality impacts client ROI.
- Track record of motivating a team and holding them accountable to key metrics (KPIs/SLAs) via hands-on people management, strong communication, and proactive data review.
- Results-oriented with a data-driven approach; comfortable diving into dashboards to identify trends and intervening proactively.
- Strong problem-solving skills and ability to resolve issues with Strategic & Large Enterprise clients calmly and effectively.
- A collaborative team player who works transparently with peers, managers, and cross-functional partners and actively seeks improvement.
- Proficient verbal and written communication skills, deftly transitioning between internal and client-facing conversations.
- Ensures team members feel a sense of belonging and value, supporting equitable practices and camaraderie.
- Owns your own development and sets an example of best practice.
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Benefits
- Time off: 27 days holiday plus:
- 1 life event day
- 2 volunteer days
- 2 company-wide wellbeing days (M-Powered Weekend)
- 8 bank holidays per year
Health & Wellness
- Private medical insurance with Bupa
- Medical cashback scheme
- Life insurance
- Gym membership & wellness resources through Wellhub
- Access to Spill – a robust mental health support platform
Work Arrangements
- Hybrid work model: 3 in-office collaboration days per week
- Work-from-anywhere scheme: up to 10 days per year flexibility
Community
- Formal weekly catchups and seasonal **team celebrations"
- Fully stocked kitchen for organic connection and vibrancy
Diversity, Equity & Inclusion
We’re an equal opportunities employer, proud of our commitment to a diverse and inclusive environment for all, regardless of race, religion, sex, age, or any other trait. Our Equality, Diversity & Inclusion policy reflects this commitment.
Commitment to Safeguarding
Multiverse adheres to stringent safeguarding standards in the promotion and welfare of our learners. Successful candidates must complete at least a Basic Disclosure and Barring Service (DBS) check.
For roles involving Regulated Activity, Enhanced DBS checks, including Children’s Barred List and Prohibition Order verifications, are required. Roles that engage with vulnerable groups are exempt from the Rehabilitation of Offenders Act 1974.
Providing false information can result in immediate rejection of your application or summary dismissal if recommended for a role.
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