Service Delivery Lead

Provide comprehensive support for the effective delivery of SANS programmes and events, to include the development and maintenance of project plans and project documentation, resources, and information systems, stakeholder management, co-ordinating regular update reports, financial tracking, and tracking progress against project KPIs. Support the development of products, including relevant research, scoping, and proposals for opportunities, and monitor and evaluate existing programs/projects to evaluate their impact, implementation, sustainability, and options for future academy programs. Key Responsibilities Programme/Product Development Support Support in scoping possible projects/programmes/academies and agree action plan with line manager. Provide programme design support. Work with your line manager to ensure programme schedules are suitable for the region based on local intricacies. Provide support and input into product development discussions and possible market opportunities. Project Coordinating Provide full lifecycle project support to all programmes, to include, Cyber Academies, Foundations and CyberStart. Develop, implement, and proactively manage, clear, effective project plans in a constantly changing and dynamic environment. Support in the initiation, kick off meetings for the implementation of new projects. Work simultaneously and effectively on multiple projects, managing conflicting priorities, whilst not compromising on quality or delivery. Coordinate the successful setup and running of relevant programmes and pilots, including coordination and monitoring of necessary resources, licencing, courses, collateral, webcasts, partners, communications and reports, and internal/external partners and stakeholders. Organise and maintain all project-related paperwork. Collaborate with clients, contractors, and other stakeholders to meet project deliverables and appropriate deadlines. Provide a professional single point of contract for project customers. Ensuring successful relationship management supported by the ability to engage and communicate confidently and sensitively. Build and/or maintain an appropriate information system, with versioning control, for relevant programmes, projects, and events. Monitor and report on programme/project spending associated with your activities. Identify project risks, report correctly on risk management activities, and document the lessons learned for analysis and actionable learning. Active management and scheduling to ensure activities/tasks being undertaken are in line with programme/project goals whilst ensuring that they are delivered to best practice standards utilising time, cost, quality, and effectiveness measures. Ensure any lessons learned are logged, reported correctly, and turned into actionable learning. Provide regular reporting into your line manager and associated stakeholders at agreed intervals and to complete dashboard reporting requirements. Produce meaningful reports that demonstrate impact and implementation of the programme/project/academy by utilising effective monitoring, evaluation and impact practices including collating case studies and statistics. Other Responsibilities Assist in any wider industry engagement activity as part of a programme, if necessary. Manage relevant external event staff and ensure their duties are fulfilled correctly. Perform other duties as assigned by the SANS Management Team. 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