L&D Specialist – Service & Operations Management

About the role

The Service and Operations Management (SOM) team builds capability in public‑service organisations through programmes, research and consultancy. We are seeking a Learning & Development Specialist to design, deliver and evaluate learning interventions that strengthen service delivery, compliance and enforcement across the public sector.

Key responsibilities

• Analyse learning needs and develop competency frameworks, curricula and training roadmaps for service, compliance and enforcement.
• Project‑manage the design and rollout of online, blended and classroom programmes, including overseas learning trips, while controlling budgets and timelines.
• Partner with subject‑matter experts to create learning assets such as e‑learning modules, podcasts, videos, toolkits, case studies and role‑plays.
• Facilitate workshops, discussions and learning activities for public‑service participants.
• Evaluate the impact of interventions at individual and organisational levels and recommend improvements.
• Support public agencies through consultancy projects that include L&D, competency framework development and human‑centred design.

Required profile

• Proven experience in adult learning design and delivery, preferably in service or compliance contexts.
• Strong project‑management, analytical and communication skills.
• Self‑motivated, proactive and innovative with a commitment to continuous improvement.
• Excellent interpersonal abilities for stakeholder engagement across public‑service organisations.

Required skills