As a Programme Delivery Lead (Open Programmes), you will change leaders who change the world by being responsible for execution readiness, team cohesion, operational resourcing, and cross-functional alignment within our Open Programmes team. 

Role Overview:

The Programme Delivery Lead is a critical leadership role that anchors the Programme Management function within JBSEEL's Open portfolio. With over 100 programmes planned in FY26 across face-to-face, blended, and online formats, this role ensures operational excellence, scalability, and consistency across programme delivery.

Operating within a newly formalised functional structure, the postholder provides direct line management to Senior Programme Managers (SPMs), who in turn oversee the wider Programme Management team. This role is essential in aligning delivery strategy with commercial targets and experience standards, while creating the systems, processes, and team environment required to meet scale and quality expectations. 

You will work closely with the Director of Open Programmes and Head of Operations and play a vital role in advancing delivery innovation, including AI integration and process automation.

Main Responsibilities:

Strategic Leadership

• Set and implement the delivery strategy aligned with Open Programmes and institutional goals.
• Establish and implement KPIs for participant experience, quality, cost and risk
• Represent the Programme Management team in weekly Open Programmes leadership meetings and lead a monthly capacity review.
• Act as the central escalation and coordination point for delivery across Open Programmes.
• Represent the delivery function in Open leadership planning and strategic workstreams.

People and Team Management

• Line manage and develop Senior Programme Managers, setting goals, coaching performance, and supporting progression.
• In collaboration with SPMs, oversee and steer Open programme allocation, capacity and coordination across the Programme Management team.
• Set clear behavioural and service standards for the Programme Management team.
• Provide timely feedback and recognition, and address under-performance early through coaching, action plans and HR processes.
• Maintain a skills matrix and a succession plan for SPM and PM roles.

Operational Execution and Quality Control

• Maintain accountability for timely, high-quality delivery across all Open Programmes (on-site, online, blended).
• In collaboration with SPMs and Central Services Manager, oversee resource planning, supplier management and delivery scheduling.
• Ensure all delivery operations meet risk, safeguarding, and compliance standards.
• Collaborate with the Business Development team, the Product Manager, the Learning Designer, and Marketing to align delivery timelines with commercial activity.
• Set stage-gates and accept Sales-to-Delivery handover only when criteria are met.
• Ensure programmes meet approved profit margins and act on budget variance.
• Control delivery costs and supplier rates, and manage SLAs within delegated authority.
• Own an agenda and delivery checklist finalisation through Programme Managers, and agree on registration and participant communications SLAs with Central Services, ensuring accurate CRM and participant data.

Stakeholder Engagement

• Set and uphold clear service standards for the Open delegate journey (pre-programme, on the day, post-programme), in partnership with Central Services.
• Monitor and continuously improve standards for timely, accurate pre-programme communications (joining instructions, pre-reads, schedules), and coordinate reasonable adjustments (accessibility, dietary, learning needs).
• Oversee the standard of the on-site experience including welcome and registration, signage, room readiness, faculty liaison and concierge-level support.
• Lead swift issue resolution and complaints handling, maintain an incident log, escalate safeguarding/health & safety matters in line with policy.
• Protect delegate data and privacy, ensure appropriate consents for communications, photography/testimonials and certificate issuance.
• Monitor NPS and qualitative feedback and share insights with relevant stakeholders to drive continuous improvement.
• Coordinate post-programme follow-up (certificates, materials access, feedback loop) and signpost alumni and progression opportunities to BD/Marketing where appropriate.
• Foster close relationships and collaboration with the Custom delivery team to ensure aligned standards across both delivery teams.

Systems, Tools and Process Innovation

• Champion continuous improvement, process simplification, and knowledge sharing.
• Drive effective use of tools such as Monday.com, Dynamics, and SharePoint to support transparency and forecasting.
• Support implementation of new systems and approaches (e.g. automation, AI-enabled scheduling).
• Work closely with the Head of Operations on delivery infrastructure planning and digital integration.
• Drive efficiency and quality gains through standardisation and automation of key workflows.
• Reduce late changes and rework by strengthening handover criteria, templates and scheduling discipline.
• Own and report improvements in schedule stability, NPS, cost per delegate, incident rate and delivery margin.

Additionally

• Contribute effectively to JBSEEL values and team activities.
• Participate in and contribute to special projects where relevant.

About You:

Our ideal candidate should have the following qualities, skills and attributes. We encourage you to apply for this role even if you do not match every attribute listed on the job description. As an education provider, we are keen to support onboarding and learning for those new to our context.

Essential

• Extensive senior-level experience leading complex programme or service delivery teams.
• Demonstrated ability to lead people, manage performance, and create strong team cultures.
• Operationally excellent with the ability to drive efficiency, quality and innovation.
• Confident working across multi-stakeholder environments, including faculty, clients, and executive leadership.
• Experienced with CRM and operational tools (e.g. Dynamics 365, Monday.com, Excel dashboards).
• The ability to demonstrate JBSEEL’s values of: Embodying world-leading excellence; Having and encouraging a growth mindset; Making others great, always; Being positive and solution-oriented; Being better together. 

Desirable

• Experience working within executive education, higher education or corporate L&D.
• Understanding of hybrid and online learning operations.
• Familiarity with AI tools, automation, or scheduling technologies in operations environments.

Other information:

This is a full-time, permanent position. There will be a nine-month probationary period. Working hours are 40 hours per week. The successful applicant must be willing to work such additional hours as are necessary for the proper performance of their duties. This is hybrid role, with a current company-wide requirement of a minimum of two working days from our office in Cambridge. Flexible working patterns and schedules are supported.

The deadline for applications is midnight on Sunday 14 September 2025.