The Senior Programme and Strategic Operations Manager, will provide operational leadership across SANS EMEA's diverse portfolio of workforce development programmes, strategic partnerships and customer-focused capability development initiatives.
Working closely with the Head of Programmes, PMO, Service Delivery Leads and cross-functional teams, they will oversee programme delivery, drive operational excellence and ensure consistent governance, resource planning and stakeholder engagement across the programme portfolio.
They will play a key role in supporting organisational growth by helping to develop scalable operating models, improving business processes and embedding best practice across programme delivery. Leading and developing a high-performing team, you will ensure programmes are delivered efficiently, collaboratively and to a consistently high standard, enabling positive outcomes for our learners, customers and partners.
Delivery leadership and cross-programme control
- 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.
Strategic Operations and Portfolio Support
- 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.
- Contribute to the development of a Centre of Excellence and Bid Centre, where required, by supporting governance, resource planning, delivery feasibility assessments, operational processes and cross-functional coordination.
- Provide operational insight and recommendations to support growth planning, including the impact of resource requirements, delivery capacity, systems, governance, reporting and quality standards.
- Support wider strategic initiatives by providing coordination, oversight, reporting and delivery assurance, while recognising that overall accountability and business ownership remain with the relevant Business Area Leads.
PMO Governance and Operating Rhythm
- 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.
Financials, Stakeholders and Collaboration
- 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.
Capability, Quality and Continuous Improvement
- 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.
Systems, Data and Reporting
- 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.
People Leadership
- 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.
Compliance and Information Management
- 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.
Essential
- 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.
Desirable
- Professional qualification in Programme or Project Management (e.g. PRINCE2 Practitioner, MSP, APM, PMP or equivalent) or equivalent practical experience.
- Experience working within an international, regional or multi-country organisation.
- Experience within workforce development, professional training, education or a related service delivery environment.
- Experience working in partnership with a Project Management Office (PMO) or Centre of Excellence to support programme governance and delivery.
- Knowledge of ISO 27001, GDPR and information governance requirements.
- Background and/or interest in Cyber Security.
SANS Institute (SANS) launched in 1989 as a cooperative for information security thought leadership, it is SANS’ ongoing mission to empower cyber security professionals with the practical skills and knowledge they need to make our world a safer place. We fuel this effort with high quality training, certifications, scholarship academies, degree programs, cyber ranges, and resources to meet the needs of every cyber professional. Our data, research, and the top minds in cybersecurity collectively ensure that individuals and organizations have the actionable education and support they need.
Join the SANS Team
At SANS, our culture is defined by Mission, Brand, People. Our goal is to hire people who understand the importance of continuing to fight against the cyber security threats (Mission) while delivering the highest quality training (Brand) to our students. We want employees whose personal values align well with our culture of fairness, honesty, customer focus, and pragmatic approach (People).
