Head of Group Programme Office

The Head of Group Programme Office owns the central coordination and governance function connecting all divisions of the organisation. Reporting directly to the Deputy CEO, the role owns the cross-divisional operating methodology, the escalation framework, and the unified operational platform strategy. While operational execution and resource ownership remain within the divisions, this function owns the governance, transparency, coordination discipline, productivity measurement, and executive operational intelligence layer across the organization.

Key Responsibilities

Cross-Divisional Coordination

• Act as the central coordination point between MDR, MRC, DFIR, Product, Technology, and Customer Success, ensuring work that crosses divisional boundaries has a defined owner, a tracked status, and a clear path to closure
• Define, implement and evolve the operating methodology governing how cross-divisional requests are raised, acknowledged, prioritized, tracked, and closed — and ensure it is adopted consistently across all divisions
• Facilitate operational governance meetings, cross-divisional planning cadences, and performance review forums
• Drive alignment between operational priorities, customer commitments, product roadmap dependencies, and resource availability — without overriding divisional decision-making authority

Escalation Management & Organizational Effectiveness

• Serve as the named escalation owner for cross-divisional bottlenecks, delivery blockers, and process inefficiencies — ensuring issues are resolved at the right level and with the right urgency
• Coordinate root-cause analysis on recurring cross-divisional failures and ensure remediation ownership is assigned, tracked, and closed — not absorbed informally
• Escalate unresolved operational risks to the Deputy CEO with clear, structured framing: facts, impact, urgency, and recommended action
• Own the acknowledgement SLA framework for cross-divisional requests — ensuring that when work is sent from one division to another, receipt and ownership are confirmed within an agreed timeframe

Operational Platform Ownership

• Lead the assessment, selection, and implementation of a unified operational platform to consolidate and standardise tooling across all divisions, consolidating operational tooling where appropriate into a single operational management ecosystem
• Work closely with the CTIO and divisional leadership to design and oversee the integration between client-facing service management tooling and the internal operational platform, ensuring the architecture reflects the target operating model
• Own the platform administration model, workflow configuration standards, reporting structures, and operational data integrity. Drive process standardisation initiatives across operational and service management workflows while respecting division-specific operational realities

Performance Governance and Executive Reporting

• Define and monitor operational KPIs, utilisation models, SLA adherence, and delivery efficiency indicators across all divisions — providing the Deputy CEO with a regular, reliable operational intelligence feed rather than ad hoc updates
• Standardise operational reporting methodologies and governance practices across service and product functions, creating a consistent and comparable view of performance across the organisation
• Prepare executive operational reviews, cross-divisional performance summaries, and organisational health reports
• Support strategic operational transformation initiatives, scalability planning, and operational maturity programmes as the organisation grows

Requirements

• 8 to 12 years in operational leadership, programme governance, or cross-functional coordination roles — depth of experience in complex multi-service environments weighted more heavily than years
• Proven experience within cybersecurity, MSSP, SOC operations, DFIR, SaaS, or technology-driven managed services environments. Understanding of how these organisations operate under delivery pressure is essential
• Demonstrated track record of coordinating complex cross-functional environments with multiple service lines, competing priorities, and senior stakeholders — including the ability to hold divisions accountable without direct line authority
• Experience selecting, configuring, or implementing operational platforms (PSA, ITSM, project management tooling) in a managed services or professional services context. The role will own this workstream from assessment through to go-live
• Strong analytical, escalation management, and executive communication skills. The ability to translate operational complexity into clear executive-level reporting is critical
• Comfortable operating with authority in fast-paced, high-pressure environments — able to drive decisions and close escalations without defaulting to either micromanagement or passivity
• Experience in high-availability, 24/7 operational environments strongly preferred

Benefits

• Dynamic and respectful environment - our people are the core of our business, we value each and every individual and support initiatives, promoting agility and work/life balance
• Continuous coaching - work with passionate people and receive both theoretical as well as hands-on training
• Career development. Expand your career internationally and work alongside knowledgeable people from diverse cultures and backgrounds
• A competitive compensation package dependent upon your experience and qualifications. We're focused on rewarding efforts. Our salaries and benefits package will keep you motivated throughout your career