Client, Learner and Stakeholder Management

• Provide a professional single point of contact for assigned clients and programme stakeholders.
• Build and maintain strong working relationships with clients, sponsors, learners, instructors, internal teams, contractors and delivery partners.
• Ensure learner and client communications are timely, accurate and aligned to programme requirements.
• Coordinate or oversee key delivery touchpoints, including kick-off meetings, update meetings, learner communications, delivery briefings and close-out activity.
• Escalate risks, issues, decisions or client concerns promptly through the agreed route.

PMO Governance, Reporting and Delivery Control

• Work within agreed PMO governance, using standard templates, reporting rhythms, RAID processes, action logs and documentation standards.
• Ensure assigned programmes have accurate and up-to-date plans, trackers, RAID inputs, decision logs, lessons learned and supporting documentation.
• Provide regular reporting to the Senior Programme and Strategic Operations Manager, Head of Programmes, PMO and relevant stakeholders as required.
• Maintain appropriate version control and ensure programme information is stored in the agreed location and format.
• Ensure lessons learned are captured, reported and turned into actionable improvements.

Financial, Resource and Operational Management

• Monitor and report on programme spending associated with assigned activity, escalating variances early.
• Coordinate delivery requirements including instructor availability, course scheduling, licences, materials, collateral, webcasts, venues, logistics and external support.
• Maintain visibility of resource requirements, operational dependencies and delivery constraints.
• Work with internal teams and external partners to ensure delivery requirements are understood, planned and completed on time.
• Support go / no-go decisions by providing accurate delivery information, risks, options and recommendations.

Delivery Improvement and Lessons Learned

• Identify opportunities to improve delivery processes, documentation, communication and handoffs.
• Contribute to consistent and scalable ways of working across the Programme team.
• Support post-programme review activity, including lessons learned, case studies, statistics and impact reporting where required.
• Share learning and good practice with Service Delivery Leads, Project Coordinators and the wider Programme team.

Other Responsibilities

• Assist in wider industry engagement activity where linked to assigned programme delivery.
• Manage relevant external event staff, contractors or suppliers where required.
• Carry out other reasonable duties consistent with the nature and level of the role.

Skills, Knowledge and Expertise

Essential

Experience

• Demonstrable experience of working on both small and large scale projects/programmes
• Strong experience of risk and issue management within a project/programme environment.
• Experience of organising and prioritising multiple activities, managing completing prioritise and working to agreed deadlines.

Knowledge/Skills

• Strong client relationship management skills both external and internal.
• Critical thinking, analytical, problem-solving skills with excellent attention to detail.
• Strong written and verbal communication skills, with the ability to communicate clearly and professionally with a range of audiences.
• Ability to build positive working relationships and work collaboratively with colleagues, partners and other stakeholders.
• Strong presentation skills.
• Strong planning, organisation skills with the ability to prioritise workloads and resources to optimise delivery, quality and meet customer needs.
• Ability to negotiate with effective conflict management skills.
• PC literate with good MS Office skills.
• Ability to adapt plans and priorities in response to changing programme requirements while continuing to meet agreed deadlines.

Personal Attributes

• Enthusiastic, proactive and solution-focused, with a positive “can-do” attitude and willingness to go the extra mile when required.
• Able to work in high pressure situations, deadline driven with excellent time management skills.
• Works collaboratively as part of a team while being able to manage individual responsibilities effectively.
• Flexible and adaptable approach to responsibilities and working hours.
• Committed to providing a professional and responsive service to colleagues, partners and programme stakeholders.
• Able and willing to travel as required by the role.

Education/Qualifications

• Educated to degree level or equivalent experience.

Desirable

Experience

• Demonstrable monitoring, evaluation, impact and learning experience.
• Experience working across different countries, regions, cultures and/or time zones.
• Experience supporting education, training, skills development or similar programmes.
• Background and/or interest in Cyber Security.

Education/Qualifications

• Project Management qualification such as Prince 2 or Agile.