eLearning Service Manager
Own and grow Strategi’s Learning Management System and CPD delivery platform. As our eLearning Service Manager, you’ll lead the day‑to‑day performance of the platform, improve the client experience, and drive adoption and retention across tenancies. If you enjoy being the bridge between clients, product performance and delivery teams—and you like making platforms work brilliantly in the real world—this role is for you.
Your role purpose:
You’ll love coming to work every day if you get, want, and have the capacity to:
To own and grow our learning management system (LMS) as a client‑facing service by aligning product direction, commercial performance, delivery quality, and partner/vendor outcomes, ensuring our LMS is stable, compliant, and delivers a great client experience.
Key accountabilities:
In this role, you’ll be accountable for the following key results:
1. Service and product ownership (LMS)
o Own the LMS service vision, value proposition, packaging, and roadmap.
o Maintain a prioritised product backlog aligned to client value, risk, and commercial outcomes.
o Ensure our LMS remains fit‑for‑purpose across its models: Tenancy/white‑label, Strategi‑branded, client content hosting, and individual subscriptions.
o Own the CPD webinar schedule.
2. Commercial performance and service ownership
o Accountable for LMS commercial performance: Growth, retention, renewal health, and margin (in partnership with the sales team).
o Own pricing logic, packaging, and renewal inputs; participate in pricing conversations at renewal stages where required.
o Ensure service work is planned to capacity and aligned to agreed commercial commitments.
3. Service level agreement (SLA), scope, and change control
o Define and enforce “in‑scope vs out‑of‑scope” rules:
ü In‑scope = covered by subscription/support package/SLA.
ü Out‑of‑scope = enhancement/project work requiring a quote/proposal/statement of work (SOW).
o Maintain a simple change control process (intake → triage → estimate → approve → schedule → deliver → review).
4. Client solutions support
o Support the sales team by delivering technical demonstrations, solution design input, proposal content, and scoping.
o Own approach to analytical reporting and “client outcomes storytelling” (what clients can see and prove in the LMS).
o Ensure proposal promises are deliverable with current capability/capacity.
o Collaborate with the marketing team to produce accurate marketing content for client usage.
5. Vendor and partner management
o Analyse own vendor relationships, including:
ü Roadmap discussions.
ü Technical escalations.
ü Agreed support arrangements.
ü Usage of Catalyst time (planning and budget control).
o Ensure vendor performance supports your service commitments (response times, quality, release impacts).
6. Quality, risk, security, and compliance
o Ensure our LMS operations meet required privacy, security, and regulatory expectations (in partnership with Quality and Compliance).
o Own incident management basics: Severity levels, client comms, root cause reviews, preventative actions.
o Ensure documentation is current: Service catalogue, SLAs, support pathways, onboarding standards.
7. Team leadership (EOS execution)
o Run weekly team execution meetings.
o Coach performance and ensure cross‑coverage so service doesn’t stall when one person is away.
8. Continuous improvement and client experience
o Maintain a closed feedback loop:
ü Capture feedback.
ü Classify (bug/training need/enhancement/out‑of‑scope).
ü Act and communicate back.
o Drive improvements that benefit our clients and the business.
Employer questions
- Which of the following statements best describes your right to work in New Zealand?
- How many years' experience do you have as an eLearning Manager?
- Do you have experience managing the development of a product from inception to delivery?
- Have you worked in a role where you had team and or line management responsibility?
- Do you have experience completing ad hoc and month end reporting?
- Have you worked in a role where you were responsible for vendor management?
- Do you have experience working to quality assurance standards?
Company profile
Strategi has over 25 years of experience delivering practical, cost-effective education and compliance services to financial and professional service sectors. We help businesses build profitability amid evolving regulations. Strategi offers services through Strategi Compliance, New Zealand's leading provider of FMCA licensing, AML/CFT audits, and compliance, and Strategi Institute, a top-rated provider of the New Zealand Certificate in Financial Services and other education courses to the professional and financial services industries. Our mission is to improve businesses through exceptional training and advice, with a vision to be the preferred provider in the sector.
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