Senior Project / Programme Manager (Delivery Performance & Service Management)

Key Responsibilities

• Programme governance and delivery
• Own the delivery plan for evolving the performance and service management framework, including a SharePoint site build, extended Jira Align reporting, and integration of budget and finance data currently held in Excel
• Run governance cadence with stakeholders across Leadership, Tribe Heads, the Agile Coach and Dev team, tracking progress, risks, dependencies and decisions
• Manage the onboarding of new teams and vendors onto the standard metric and SLA set as a structured workstream, including scoping legitimate variants (for example, a newly onboarded vendor with a different SLA template) and coordinating the resulting Jira and dashboard changes through to delivery
• Maintain a RAID log and escalation route for issues affecting data quality, reporting coverage or vendor compliance
• Vendor and stakeholder management
• Act as the Leadership’s point of coordination with vendor account managers on performance and service management matters
• Hold vendors to agreed SLAs through structured review and escalation
• Build fast, credible working relationships with vendor account managers and senior internal stakeholders
• Report progress, risks and vendor performance issues to leadership on a regular cadence
• Team and workstream leadership
• Direct and coordinate contributions from the Development team (Jira, Power BI) and Agile Coach (SLA definitions) as part of a structured delivery plan
• Drive multiple concurrent workstreams to completion without close oversight, escalating early where dependencies or resourcing put delivery at risk

Experience Required

• Proven programme or senior project management background, comfortable running structured governance, planning and RAID discipline against a live operational capability rather than a single discrete project
• Strong working knowledge of Jira and Jira Align, power or super user level
• Experience managing vendor performance and holding tier-1 partners to SLAs, including experience of pushing back on vendor-claimed exceptions
• Track record coordinating delivery across permanent, offshore and vendor teams within a single governance structure
• Confident, senior-level stakeholder management and negotiation, able to build credibility quickly
• Comfortable driving cross-team delivery through influence rather than direct authority

Desirable

• Experience with Agile at scale (SAFe, PI planning) and how programme governance interacts with squad-level delivery
• Power BI or similar dashboard familiarity
• Experience integrating financial or budget data into a delivery reporting tool