Delivery Support Manager

Location: Hybrid between home and our Kettering office.

Reports to: Senior Assessment Delivery Manager

Closing Date: 23rd October 2026

**Please note, this role is fixed-term until December 2027**

About the role:

The Delivery Support Manager maintains smooth, compliant, high-quality End-Point Assessment (EPA) delivery. Collaborating with internal teams and external stakeholders, you will support CMI's apprenticeship product strategy, deliver key partner interactions, and position CMI as the EPA organisation of choice.

You will lead the customer support team and oversee efficient end-to-end EPA operational processes. A key priority is managing EPA booking risks (including handbacks, resits, and rebookings) in a timely manner. Working closely with Assessment Delivery, you will leverage assessor capacity for at-risk bookings and coordinate assessment allocations to meet onboarding and CPD requirements.

Additionally, you will guide EPA Department colleagues and CMI stakeholders on service delivery processes to maximize efficiency.

Responsibilities:

• Line manage an established customer support team, overseeing performance, training, and service delivery to all stakeholders.
• Manage daily EPA operations across apprenticeship standards and serve as an escalation point.
• Allocate live and at-risk assessments by leveraging assessor capacity.
• Investigate and resolve EPA customer complaints and queries.
• Maintain accurate records and process notes per regulatory and organizational standards.
• Monitor SLAs and processes to ensure smooth operations and timely communication.
• Collaborate cross-departmentally to guide customers through EPA, including Gateway and scoping reviews.
• Support workforce planning by gathering forecasting and capacity data.
• Implement process and system changes, set standard operating procedures, and train stakeholders.

About you:

We are an inclusive employer and welcome all diverse backgrounds, where individuality is celebrated, creating both a forward-thinking team and a supportive space for everyone in the CMI team. We actively invite applications from diverse cultures and experience.

• We are looking for someone who can enhance our culture and align with our core values. We want someone who is ‘Passionate’ in making a positive difference to the skills of managers and leaders, ‘Practical’; with the ability to make quick and smart decisions, ‘Progressive’ about creating a better future and maintaining a ‘Professional’ code of conduct, through being accountable and ethical in everything that we do.
• Demonstrable experience in strong customer and delivery focus.
• Excellent communication and stakeholder management skills.
• Calm under pressure with an agile mindset.
• Proven track record of meeting tight deadlines and SLAs while improving quality.
• Able to evidence analytical and problem-solving skills.
• Understanding and experience of apprenticeship delivery and regulatory compliance.
• Highly organised and proactive with strong attention to detail.

Why CMI:

Are you looking to join a dynamic and ambitious organisation? At CMI, new leadership and management strategies are at the fore-front of what we do. We know the importance of fresh ideas and encourage new perspectives. We are a not for profit, Sunday Times Best Company To Work for 2024, with a Platinum Accreditation with Investors in People. We offer an engaging, flexible and collaborative culture with a wealth of opportunity for professional development.

It doesn’t stop there. We believe we are only as good as the people that work at CMI and in turn offer a competitive benefits package for all employees:

• Flexible working - our expectation is 2 days a week in the office, to suit you. We are not a traditional 9 to 5, we are flexible with what hours you work and when you work. Our offices in both London and Kettering provide comfortable collaboration spaces for team get-togethers
• 21 days’ holiday + 8 days’ Bank Holiday + 4.5 days allocated for CMI holiday over Christmas and New Year period - with annual leave days increasing with length of service and the opportunity to buy and sell holiday
• Wellbeing and mental health - in-house mental health first-aid trainers and BUPA Employee Assistance for 24 hour support
• Inclusion at our core - Our colleague-led Inclusion Hubs for Ethnicity, LGBTQIA+, Menopause, Age, Disability and SocioEconomic are open for anyone to join
• CMI membership - take advantage of our amazing courses and become a Chartered Manager. Plus, CMI will pay your professional membership to one additional organisation of choice
• Rewards and Recognition scheme - cash prizes awarded to employees throughout the year
• Pension - we add an extra 6% of your gross salary to your pension pot every month after 3 months

About us:

The Chartered Management Institute (CMI) sets the Professional Standard in Management and Leadership. We have worked with businesses and education providers to inspire people to unleash their potential through qualifications, apprenticeships and training to become skilled, confident and successful managers and leaders, resulting in Chartered Manager status - the ultimate management accolade, which is proven to boost individuals’ career prospects, management capability and impact in the workplace.

We reserve the right to close this vacancy earlier than advertised should we receive a high number of suitable applicants.

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