Head of Global Training Operations

Global Talent Acquisition Director & Diversity and Inclusion Manager at Exclusive Networks with expertise in HR.

EXCLUSIVE NETWORKS | Introduction

Exclusive Networks is the global cybersecurity go-to-market specialist that provides partners and end-customers with a wide range of services and product portfolios. With offices in over 45 countries and the ability to serve customers in over 170 countries, we combine deep local expertise with the scale and delivery of a single global organization. Our best-in-class vendor portfolio is carefully curated with all leading industry players. Our services range from managed security to specialist technical accreditation and training and capitalize on rapidly evolving technologies and changing business models. For more information visit www.exclusive-networks.com.

At Exclusive Networks, we are passionate about making a difference. That means delivering the best to our ecosystem, shaping a prosperous and trusted digital world, and helping our people to realize their full potential.

DUTIES AND RESPONSIBILITIES

This role will report to Global Senior Director of Training.

• Instructor Resource Coordination: Instructors are the most valuable asset of our training organisation. As such, the management of the instructor pool-including recruitment, enablement, and ongoing coordination-is the most critical responsibility of the Head of Training Operations.
• Training Management System (TMS) Leadership: Oversee the use and future enhancement of Exclusive Networks' Training Management System at a global level.
• Automation & Efficiency Initiatives: Champion the use of workflow automation and technology to streamline training operations and reduce manual work.
• Global Schedule Planning & Management: Take ownership of the global training class schedule across all regions and vendors.
• Guaranteed-to-Run (GTR) Governance: Implement and enforce a "Guaranteed to Run" policy for scheduled classes globally.
• Integrating Acquired Teams & Global Scalability: With Exclusive Networks having acquired multiple training businesses, the Head of Training Operations is responsible for building one unified global operations team from the previously independent training companies (e.g., Consigas, BridgingMinds, Compendium).
• Operational SOPs & Best Practices: Develop and maintain Standard Operating Procedures (SOPs) for all key training operational processes, creating a unified "playbook" that is used globally.
• Courseware, Labs & Logistics: Oversee the logistics of training delivery materials and environments globally. Establish a standard process for courseware ordering and distribution - for example, ensure that for each class, the required official course books or e-kits are ordered from the vendor or printed in time, and delivered to the training location or made available digitally to students.
• Cross-Functional Collaboration: Act as the bridge between the Training Operations function and other parts of the Training Services business. Collaborate closely with the Head of Training Sales (End-Customer Sales) to ensure that operational capabilities can support sales initiatives - for instance, if a big customer deal requires quickly scheduling extra classes or customising a delivery, work out how to accommodate it.
• Quality Control & Continuous Improvement: Be accountable for the overall quality and customer satisfaction of training operations. Implement measures to track quality, such as post-class surveys (student satisfaction/NPS), instructor evaluation scores, and error rates (e.g., incidents of incorrect course materials or technical issues in class).
• Governance & Reporting: Establish a governance model for training operations that includes regular reviews and reporting. This involves running a global operations meeting or report on a set cadence (monthly/quarterly) to review key metrics, upcoming schedule, and any issues requiring escalation.

QUALIFICATIONS AND EXPERIENCE

• Bachelor's degree in Business Administration, Operations Management, Education/Instructional Design, or a related field. A Master's degree is beneficial, especially with a focus on operations or process improvement; however, equivalent professional experience will be valued more and can fully substitute for formal education.
• 8+ years of experience in operations or service delivery management, with significant exposure to training/education services or a similar environment (e.g., professional services operations). Experience leading global or regional teams and standardizing processes across multiple countries is highly desirable. The candidate should have a track record of improving operational efficiency and implementing new processes or systems.
• Demonstrated ability to design, document, and implement standard processes (SOPs) at scale. Mus