Senior Program Manager - Global Support Operations

Customer Support & Services – Support Operations /
Permanent /
About Us
Sophos is a worldwide leader and innovator of advanced cybersecurity solutions, including Managed Detection and Response (MDR) and incident response services and a broad portfolio of endpoint, network, email, and cloud security technologies that help organizations defeat cyberattacks. As one of the largest pure-play cybersecurity providers, Sophos defends more than 500,000 organizations and more than 100 million users globally from active adversaries, ransomware, phishing, malware, and more. Sophos’ services and products connect through its cloud-based Sophos Central management console and are powered by Sophos X-Ops, the company’s cross-domain threat intelligence unit. Sophos X-Ops intelligence optimizes the entire Sophos Adaptive Cybersecurity Ecosystem, which includes a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity and information technology vendors. Sophos provides cybersecurity-as-a-service to organizations needing fully managed, turnkey security solutions. Customers can also manage their cybersecurity directly with Sophos’ security operations platform or use a hybrid approach by supplementing their in-house teams with Sophos’ services, including threat hunting and remediation. Sophos sells through reseller partners and managed service providers (MSPs) worldwide. Sophos is headquartered in Oxford, U.K. More information is available at 

What You Will Do

    • This position is responsible for planning, executing, and controlling project-related activities, changes, and reporting across projects and programs within Sophos Global Operations and Support.  
    • Define customer needs in technical and business contexts.
    • Ensure the proposed technical and business solutions meet the objectives of the work effort.  
    • Guide with planning and prioritization of Support-related objectives.  
    • Project manage and plan the work efforts of vendors and cross-functional teams on Support initiatives. 
    • Know and use multiple project management and software development methodologies as appropriate to the projects. 
    • Ensure project documentation and deliverables are complete, on budget, within scope, and following standards. 
    • Develop and monitor project plans, risk management plans, and project documentation from RFP to post-implementation. 
    • Lead meetings with customers, multi-disciplinary global teams, and vendors through planning, execution, and QBRs 
    • Facilitate effective communications between all parties involved in the project and/or work efforts. 

What You Will Bring

    • Ability to work in a fast-paced, rapidly evolving company environment and drive results. 
    • IT experience or Technical knowledge of Cyber Security products and services 
    • Familiarity with Support center practices 
    • Proven ability to work with multiple technical managers and project teams simultaneously is required. Demonstrated experience leading or directing project activities on multi-disciplinary, team-based projects in a global environment required. 
    • Command of Microsoft Project, Microsoft Word, PowerPoint, Visio, Excel, HTML, and CSS required. 
    • Proven command of project documentation and reporting  
    • Working knowledge and command of project management tools and techniques required.  
    • Understanding of software development lifecycles (i.e. Agile, SCRUM, waterfall) 
    • Track record of delivering projects in scope, on time, and within budget 
    • Ability to handle complexity and innovate. 
    • Excellent communication, presentation, and interpersonal skills – ability to communicate across and up the organization including internal communication to gain buy-in on strategy. 
    • Ability to demonstrate critical thinking skills and prioritize and handle multiple tasks. 
    • University degree in Business Management, Computer Science, Information Systems or a related area 

    • Nice to have: 
    • Project Management certification (PMI, etc) 

Ready to Join Us?
At Sophos, we believe in the power of diverse perspectives to fuel innovation. Research shows that candidates sometimes hesitate to apply if they don't check every box in a job description. We challenge that notion. Your unique experiences and skills might be exactly what we need to enhance our team. Don't let a checklist hold you back – we encourage you to apply.

What's Great About Sophos?
·   Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. Please refer to the location details in our job postings for further information.
·   Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit
·   Employee-led diversity and inclusion networks that build community and provide education and advocacy
·   Annual charity and fundraising initiatives and volunteer days for employees to support local communities
·   Global employee sustainability initiatives to reduce our environmental footprint
·   Global fitness and trivia competitions to keep our bodies and minds sharp
·   Global wellbeing days for employees to relax and recharge 
·   Monthly wellbeing webinars and training to support employee health and wellbeing

Our Commitment To You
We’re proud of the diverse and inclusive environment we have at Sophos, and we’re committed to ensuring equality of opportunity.   We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants who can contribute to the diversity of our team.  All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation.  We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know. 

Data Protection
If you choose to explore an opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our Privacy Policy and used by our recruitment team to contact you regarding this or other relevant opportunities at Sophos.  If you would like Sophos to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights.  If you have any questions about Sophos’ data protection practices, please contact