Permanent Programme Manager required to lead the delivery of strategic customer service development for our educational assessment client. Reporting to the Assistant Director, Customer Services your initial challenge will be the development and deployment of Computer Based Testing through internal and third party solutions.

Candidates will have demonstrable experience of managing a complex work programme within a large and complex organisation. Your previous experience will include high profile customer service projects where you will have managed the planning, budget and monitoring of progress. Ideally educated to Masters level (with a minimum of a degree) or equivalent you will have a background in the education field preferably ESOL. Above all you must be comfortable working in a pressured environment where demanding deadlines are the norm.

This is an excellent opportunity to join one of the largest assessment agencies in the world. This role is likely to appeal to someone who has (or wishes to develop) knowledge of Computer Based Testing; you will take a leading role in enhancing the CBT knowledge base for the organisation.

Change programme management

  • Input into, define and disseminate the organisation’s strategy and vision for the development programme
  • Draft and disseminate organisation’s policies relating to that strategic vision in conjunction with other parts of the business
  • Lead the programme of change emanating from the defined strategy, ensuring that projects have a strong customer focus and that all stakeholders across and outside of the organisation are effectively managed
  • Initiate projects relating to the programme in order to gain competitive advantage for the organisation in the global market
  • Ensure that the programme is managed according to best practice principles – e.g. appropriate governance is in place, required documentation is produced, the business case supports the organisation’s Business Mission, budgets are effectively developed and monitored etc
  • Ensure that the programme is delivered on time, within budget and to the required quality standards

Projects Office management

  • As a member of the Senior Management Team within the Projects Office, implement staff management strategies to ensure:
    • that project management activity is effectively planned, resourced and successfully delivered
    • continuing development of staff so that they are equipped to undertake all aspects of their remit effectively
    • that the Projects Office is staffed by a highly motivated and effective team

Programme expertise

  • Provide expert knowledge on all aspects of the programme and programme-related developments to relevant groups within the organisation
  • Develop knowledge in areas such as relevant customer service developments and new technologies to support the programme
  • Represent the organisation in high profile academic events and presentations to third parties (e.g. in relation to possible strategic alliances) on programme-related developments

Area: South East England

Region: Cambridgeshire

Location: Cambridge

Type: Permanent

Industry/Sector: Education

Salary Guide: £45,000 to £50,000

Start Date: ASAP


  • Knowledge of the external competitive, political and technological environment
  • A thorough understanding of the concepts, application and opportunities offered by a diverse range of technologies
  • Fully conversant with the protocols relating to project management and the drafting of technical documentation and tender documents
  • A thorough understanding of IS development methodologies, specification models, programme-related applications and issues generally
  • An appreciation of customer service concepts and standards, coupled with proven ability continually to improve customer service
  • Sound knowledge of management practice and theory
  • Good understanding of finance/budgets and statistics
  • Ability to empathise with a range of different stakeholders
  • A proactive thinker who can use own initiative
  • A determined and persistent project driver
  • Excellent interpersonal skills and oral and written communication skills
  • Excellent organisational skills: ability to plan and control operational and project activities
  • Leadership: ability to motivate, direct and develop teams of staff

Person Specification:

  • Education to Degree level (or equivalent) with an appropriate Masters qualification preferred
  • Demonstrable managerial or project management experience gained in a service oriented environment, to include managing both people and resources
  • A background in education desirable, preferably in the field of ESOL
  • Extensive experience of managing a complex work program within the context of a large and complex organisation
  • Proven ability to provide effective management of staff and resources in relation to high profile customer service projects, including the planning, budgeting and monitoring of progress
  • Considerable experience of working under pressure and to demanding deadlines

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