Delivery Network Manager (Exams) - CB Support

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, and creativity. Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. We connect. We inspire. Role title: Delivery Network Manager Exams - CB Supports Role purpose: Reporting to the Senior Delivery Network Manager (CB Support), the role leads end-to-end technical delivery of computer-based (CB) exams across multiple countries. It ensures systems, devices, venues, infrastructure, and delivery partners are ready and compliant. Working with Exams Delivery, IT partners, and venue technicians, the role provides first-line technical support and manages escalations before, during, and after tests. It ensures standard operating procedure (SOP) adoption, monitors key performance indicators (KPIs), resolves recurring issues, and improves technical support to protect the candidate experience. Occasional travel and out-of-hours or weekend work may be required. Main accountabilities: Service Delivery * Provide remote and on-site first-line IT support for CB exams, including venue setup, system checks, test-day incident handling, and post-test tasks. * Ensure exam systems, devices, and connectivity are compliant and test-ready. * Support CB product rollouts, monitor technical performance, analyse incidents, and train venue staff on CB systems and procedures. Customer Experience * Act as the first escalation point for test-day technical issues, resolving them promptly to minimise impact on candidates. * Monitor technical KPIs and improve the stability of CB delivery. Leadership & Management * Coordinate IT support and allocate resources across assigned countries. * Collaborate with operations, IT partners, vendors, and venue technicians. * Promote knowledge sharing and continuous improvement. Key Relationships * Internal: * Country and cluster Exams operations teams * Regional and cluster IT service delivery colleagues * Global Information Services / GSD * Local in-country IT teams * External: * * IT service vendors * Venue staff and venue technicians * Venue providers and technical partners. Qualification and Experience: Qualification/Education * Degree or equivalent experience * Lean Six Sigma qualification (desirable) Work Experience Essentials * Excellent computer skills, solid knowledge of hardware, software, network * Understanding and experience of risk and compliance management * Have experiences in support end-user to resolve technical issues. Desirables * Experience of supporting on delivery of computer-based exams * Troubleshooting experiences of hardware, software and network devices. Important information: * Language requirement: The British Council systems and global processes operate in English. Written and verbal proficiency in English is required * British Council Pay band: 6/G * Department: English and Exams * Working location: Thailand * Proof of Identity requirements/right to work in country: Candidates should ensure they have the legal right to live and work in the country where the role is based. Visa sponsorship and relocation assistance are not provided. * Closing Date: Sunday, 08 Nov 2026 (23.59 ICT) A connected and trusted UK in a more connected and trusted world. Equality, Diversity and Inclusion Statement We are committed to equality, diversity and inclusion and welcome applications from all sections of the community as we believe that a diverse workforce gives added depth to our work. The British Council is a Disability Confident Employer. The Disability Confident scheme helps challenge attitudes, increase understanding of disability and ensure staff are drawn from the widest possible pool of talent. We guarantee an interview for disabled applicants who meet the minimum role requirements. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities. Safeguarding Statement The British Council is committed to safeguarding children, young people and adults who we work with. We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989. Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children. If you experience any difficulties with submitting your application, please email askhr@britishcouncil.org