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

Senior Project / Programme Manager, Performance & Service Management  

Our client runs technology delivery across portfolios, delivered through tribes and squads staffed by a mix of internal, offshore  and strategic vendor partners.

A standard performance metrics framework already exists in Jira, with rolled-up reporting in Jira Align comparing vendors and teams like-for-like. This role owns the governance and delivery plan that keeps that framework accurate, current and expanding: running the onboarding of new teams and vendors, driving the workstream to bring budget data into Jira, and managing the vendor relationship where performance falls short of the agreed standard.

The successful candidate will apply rigour, planning discipline and stakeholder governance as any other enterprise programme

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