Principal Technical Coordinator, GMS

This role is responsible for establishing and driving a structured demand management and technical co-ordination capability across the engineering function, providing clear visibility of all projects and initiatives through a centralised framework. Working closely with engineering and business stakeholders, the role translates high-level demand into a prioritised, actionable workstack, ensuring all tasks are clearly defined, owned, estimated, and time-bound, with risks and dependencies captured to support effective delivery. The role brings consistency and discipline to execution by ensuring progress is actively tracked, updates are maintained, and issues are surfaced in a timely manner. It also develops and delivers reporting and dashboard capabilities, enabling regular, data-driven insights for senior management to support governance and decision-making. In addition, the role is accountable for aligning engineering resource to agreed priorities, identifying and addressing misalignment where it occurs. Over time, the role will introduce trend analysis and forward-looking insights to improve planning, forecasting, and overall delivery effectiveness across the engineering function. Key Responsibilities Establish and own a centralised demand management and technical co-ordination capability within workflow tools such as Jira/JSM, ensuring full visibility of all engineering initiatives and workstreams across Global Managed Services. Design, implement and continuously improve standardised workflows, structures, and governance processes within JIRA/JSM or other workflow tools to support consistent intake, tracking, and management of engineering demand. Partner with engineering and business stakeholders to assess incoming demand, translating high-level requirements and project objectives into clearly defined epics, tasks, and prioritised workstacks. Ensure all work items are accurately structured and documented, with clear ownership, effort estimation, target delivery dates, and associated risks and dependencies defined. Drive strong delivery discipline across engineering teams by ensuring regular updates are maintained, progress is tracked, and risks, blockers, and dependencies are proactively identified and managed. Develop and maintain reporting and dashboard capabilities within workflow tools, providing clear, data-driven insight into delivery progress, capacity, and risk for senior management. Lead the preparation and presentation of regular delivery reviews, clearly articulating progress, risks, deviations, and key decision points to senior stakeholders. Take accountability for engineering resource alignment across all active initiatives, ensuring capacity is deployed against agreed priorities and highlighting misalignments or inefficiencies. Provide actionable insight to support prioritisation and decision-making, including identifying gaps in capacity, over-allocation, or conflicting priorities across teams. Introduce and maintain structured tracking of risks, issues, and dependencies across engineering workstreams, ensuring appropriate visibility and mitigation planning. Develop forward-looking insight through trend analysis (e.g. throughput, delivery cadence, slippage), supporting improved forecasting, planning and continuous improvement. Drive continuous improvement of demand management and delivery processes, embedding best practice and increasing efficiency, predictability, and transparency across the engineering function. Leverage the breadth of visibility provided by the role to proactively identify gaps or inefficiencies in engineering processes, tooling, and operating practices, and work with stakeholders to define and drive improvements that enhance delivery effectiveness, consistency, and scalability. Skills, Knowledge & Expertise Demonstrable experience in engineering, technical delivery, or operations environments, with strong understanding of project delivery lifecycles and cross-functional coordination. Proven ability to translate complex, high-level requirements into structured, actionable work items (e.g. epics, stories, tasks), with clear acceptance criteria and outcomes. Strong experience working with JIRA/JSM (or similar platforms), including designing workflows, managing backlogs, and establishing demand management and reporting frameworks. Solid understanding of demand, resource, and capacity management principles, with the ability to balance competing priorities and align work to business objectives. Experience in coordinating technical delivery across multiple teams, ensuring effective tracking of progress, dependencies, risks, and issues. Strong analytical skills, with the ability to interpret delivery data and generate meaningful insights. Ability to design and deliver clear, data-driven reporting and dashboards for senior stakeholders, translating technical delivery progress into concise, actionable insight. Excellent stakeholder management skills, with the ability to engage and influence at all levels, facilitating alignment across engineering and business teams. Strong organisational skills and attention to detail, ensuring high levels of data quality, consistency, and governance across all tracked work. Proven ability to identify inefficiencies in processes, tools, and operating models, and to drive practical improvements that enhance delivery effectiveness and scalability. High level of initiative and ownership, with the ability to operate effectively in ambiguous environments and drive outcomes with limited direction. Resilient and proactive approach, with the ability to manage competing priorities, challenge constructively, and maintain momentum under pressure. Basic understanding of the technical back-end of cyber security services (e.g. SOC tooling, SIEM platforms, detection pipelines, and service integrations), enabling informed coordination, issue triage, and communication with engineering teams. Preferred Skills: Experience operating within cyber security, engineering services, or managed services environments. Familiarity with Agile delivery methodologies and frameworks. Experience with resource planning or capacity management tooling/plugins within JIRA or equivalent platforms. Knowledge of service management frameworks (e.g. ITIL) and their application within engineering or technical delivery contexts. Experience in building or maturing demand management capabilities within a scaling organisation. Job Benefits What do we offer in return? We have a high-performance culture which is balanced evenly with world-class well-being initiatives and benefits: Flexible Working: Balance your work and personal life with our flexible working options. Enhanced Holiday Allowance : Enjoy 25 days of holiday, plus bank holidays, with the option to buy up to 5 additional days of annual leave. Medicash & Critical Illness Scheme Financial & Investment Benefits: Enjoy peace of mind with our Pension, Life Assurance, and Share Save Scheme. Community & Volunteering Programmes: Make a difference in your community with our volunteering opportunities. Green Car Scheme: Drive green and save money with our eco-friendly car scheme. Cycle Scheme: Stay fit and healthy with our cycle-to-work scheme. Special Time Off: Take time off for those big moments in life, like getting married/entering into a civil partnership, becoming a grandparent, and welcoming home a new pet. Family Planning: Benefit from our generous maternity and paternity leave, as well as time off and support for those undergoing fertility treatments.