Program Manager
Posted Updated
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Purpose
This role is accountable for the successful management, execution and performance of a customer program throughout the contract lifecycle. The key objectives of this role are customer satisfaction, financial performance and operational compliance that meets or exceeds contractual service-level agreements
Key Missions
- Manages the customer relation by being IDEMIA's primary point of contact for the customer
- Seeks proactively customer satisfaction by soliciting customer feedback and searching for continuous improvement and new opportunities
- Makes sure the customer perform their obligations in order to allow IDEMIA to perform the work
- Leads and supports IDEMIAs program team (technical project team, purchasing, legal, supply, etc.) in order to achieve the program objectives
- Provides vision of key success factors and direction to all internal and external stakeholders, including key partners and key suppliers
- Ensures compliance with customer requirements
- Organizes and plans the work according to Program Management System process (DRIVE)
- Performs the tollgates reviews
- Monitors the KPIs of the Program
- Takes care of risk management
- Identifes issues or risks in collaboration with the technical project managers
- Makes sure mitigation plans are defined, identifies issues requiring escalation or help from the management
- Manages the Program Profit and Loss, gross margin, revenue and invoicing forecasts
- Manages contracts management
- Reinforce and ensures adherence to contract terms and conditions
- Leads autonomously programs of small complexity (small complexity: total contract value under 1M euros, known customers, existing products)
- Leads programs of medium complexity (medium complexity: TCV under 5M of Euros, new customers or highly demanding customer, high level of customization) with support or coaching from another Program Manager
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