Senior Programme and Strategic Operations Manager

Role Overview

• Lead day-to-day delivery across SANS EMEA Programmes, ensuring activity is coordinated, visible and aligned to agreed priorities.
• Maintain an integrated view of programme schedules, milestones, dependencies, resource requirements and delivery risks across the portfolio.
• Work with Service Delivery Leads and Project Coordinators to ensure plans, RAID logs, delivery trackers and reporting are maintained in line with agreed PMO standards.
• Ensure PMO governance processes, reporting and programme artefacts are used consistently as the primary source of portfolio information, avoiding duplicate reporting and unnecessary administration.
• Ensure governance forums focus on key decisions, risks, issues, dependencies, actions and delivery priorities, driving clear ownership and follow-through.
• Define, in partnership with the PMO and Head of Programmes, clear decision-making authorities and delivery tolerances that enable Service Delivery Leads to operate effectively with minimal escalation.
• Manage formal change control processes in line with PMO governance requirements, ensuring impact assessments, approvals and audit records are completed and maintained appropriately.
• Produce concise, decision-led programme and portfolio reporting that supports informed decision-making by clients, stakeholders and leadership teams.
• Support the Head of Programmes in developing scalable operating models that enable the effective delivery of complex, cross-functional initiatives across EMEA.
• Maintain visibility of initiatives across the portfolio, including committed, exploratory and at-risk activities, ensuring clear ownership, milestones, dependencies, resource requirements and decision points are identified and monitored.
• Identify process inefficiencies, duplication of effort, gaps in responsibility, unclear handovers and recurring operational challenges across programmes and related strategic initiatives.
• Support the design and implementation of improved operational and fulfilment processes that increase efficiency and enable frontline teams to focus on higher-value customer engagement and delivery activities.
• Provide operational insight and recommendations to support growth planning, including the impact of resource requirements, delivery capacity, systems, governance, reporting and quality standards.
• Partner closely with the PMO and, where appropriate, lead the operational adoption of PMO governance standards across programmes and delivery teams.
• Support the PMO in maintaining effective governance across programme plans, RAID logs, change control processes, reporting, decision logs, delivery milestones and lessons learned.
• Promote governance as a means of improving delivery quality, accountability and consistency, rather than as an administrative or approval-driven process.
• Ensure programme documentation, reporting and governance tools are used consistently and remain practical, proportionate and effective.
• Work with the PMO to improve templates, tools and governance processes where they reduce ambiguity, duplication of effort or delivery risk.
• Ensure lessons learned are captured, reviewed and incorporated into future programme planning, design and delivery activities.
• Monitor budgets and forecasts, identify variances at an early stage and recommend corrective actions within agreed tolerances.
• Coordinate with Events, Fulfilment, Procurement, Logistics and Marketing teams to ensure venue, supplier, campaign and instructor lead times are planned effectively and reflected within delivery schedules.
• Maintain regular communication with clients, sponsors and internal stakeholders, ensuring expectations are managed effectively and decisions and approvals are secured in a timely manner.
• Collaborate with Sales, Events, Marketing, Customer Service, Customer Success, Finance, Security/CISO, People/HR, Systems, GIAC, Partnerships and Sponsorship teams to support successful programme delivery and operational effectiveness.
• Support proposal scoping and provide delivery feasibility input where required, recognising that strategic ownership and accountability for new business opportunities remain with the Head of Programmes.
• Identify resource constraints, delivery capacity, instructor availability, systems, reporting and operational risks before commitments are made, ensuring potential issues are understood and addressed proactively.
• Assess, tailor and recommend delivery frameworks that support the effective delivery of training, workforce development and professional services programmes.
• Ensure delivery frameworks remain practical, proportionate and easy to apply, introducing processes and controls only where they improve outcomes, strengthen accountability, reduce ambiguity or enhance quality.
• Design, implement and maintain a role-based training pathway and competency framework for Service Delivery Leads, Project Coordinators and Programme Support Administrators.
• Coach and support team members in delivery excellence, risk management, stakeholder engagement, continuous improvement and the application of lessons learned.
• Identify opportunities to improve efficiency and reduce duplication across programmes and related initiatives, including the use of reusable templates, processes, communication materials, reporting approaches and best practice.
• Promote the sharing of knowledge, experience and best practice across delivery teams while maintaining the flexibility required to meet programme-specific needs.
• Work with PMO and Systems stakeholders to identify improvements to reporting, data management and business tools that reduce manual effort, improve visibility and support scalable programme delivery.
• Ensure reporting is based on accurate, reliable and trusted data sources wherever possible.
• Drive improvements that reduce reliance on manual spreadsheets, workarounds and duplicated data entry, improving efficiency and data quality over time.
• Support the development of programme and portfolio reporting, including learner and cohort visibility, delivery status, milestones, risks, issues, progress and outcomes.
• Contribute to future systems and process improvement initiatives by clearly defining business requirements and operational needs, ensuring solutions are aligned to organisational objectives and delivery requirements.
• Line manage Service Delivery Leads, Project Coordinators and Programme Support Administrators, providing clear direction, support and accountability across the team.
• Set clear objectives, conduct regular one-to-one meetings, support professional development and ensure accountability for performance and delivery outcomes.
• Adopt a coaching-led approach that develops capability, autonomy and accountability while supporting individuals to achieve agreed objectives and behavioural expectations.
• Lead the team's performance management activities, including performance reviews, objective setting and development planning.
• Manage team capacity and resource allocation, balancing priorities and identifying potential constraints or resource gaps at an early stage.
• Strengthen team resilience by reducing single points of failure, promoting knowledge sharing and ensuring appropriate cover arrangements and consistent ways of working.
• Ensure learner, customer and programme information is managed and protected in accordance with ISO 27001, GDPR and SANS policies and procedures.
• Maintain accurate, complete and auditable records and documentation in line with PMO requirements and organisational standards.
• Ensure programme records, decision logs, delivery documentation and reporting outputs are maintained, accessible and stored appropriately.
• Take responsibility for the accuracy, quality and integrity of information, documentation and outputs produced within the scope of the role.

Requirements

• Educated to degree level or able to demonstrate an equivalent combination of professional qualifications, training and relevant experience.
• Demonstrable experience leading complex programmes, portfolios, or strategic operational functions within a multi-stakeholder environment
• Experience working within established PMO governance frameworks, applying programme controls, reporting and delivery standards across complex programme portfolios.
• Demonstrable experience identifying and implementing operational improvements that increase efficiency, consistency and delivery performance.
• Experience supporting the development of scalable operating models that enable the effective delivery of complex, cross-functional programmes across multiple business functions or geographical regions.
• Previous experience of setting, monitoring and managing programme budgets and forecasts.
• Experience leading, coaching and developing high-performing teams.
• Experience managing successful internal and external stakeholder relationships across multiple business functions.
• Experience providing operational insight and recommendations to support organisational growth, including resource planning, delivery capacity, governance and service improvement.
• Strong understanding of information governance principles, including data protection, confidentiality and the secure handling of customer and programme information.
• Enthusiastic and disciplined with a positive 'can do' attitude.
• Highly motivated with a proactive and solutions-focused approach.
• PC literate with advanced Microsoft Office skills, including Excel, PowerPoint and reporting tools.
• Comfortable challenging the status quo and driving continuous improvement.
• Able to influence, engage and challenge senior stakeholders to achieve effective business outcomes.
• Ability to perform multiple activities simultaneously and effectively prioritise competing demands.
• Ability to use own initiative and work independently.
• Excellent analytical and problem-solving skills.
• Proactive and forward thinking.
• Excellent written and verbal communication skills, with the ability to communicate confidently across all business functions and stakeholder groups.
• Able to work effectively under pressure and to tight deadlines.
• Excellent interpersonal and relationship-building skills.
• Excellent time management skills.
• Collaborative team player who promotes knowledge sharing and accountability.
• Excellent attention to detail and organisational skills.
• Able and willing to travel.