Program Manager (Customer Delivery & Support) - Supply Chain Solutions

Client introduction

Our client is an established Singapore-headquartered supply chain software company with a strong footprint across Asia Pacific. Their platforms support warehouse, transport, order and dock management alongside broader logistics operations, serving enterprise customers across multiple industries and regional markets.

On the back of strong new customer growth, they are hiring a hands-on Program Manager to own customer delivery end to end - from implementation through to ongoing support and service management - while leading a team spanning Project Management, Business Analysis and L1/L2 customer support.

Job responsibilities

• Take end-to-end ownership of customer implementations, from sales handover through requirements, implementation, testing, go-live and stabilization.
• Own project scope, timelines, budget and P&L - once a deal is signed, take ownership of the agreed budget, scope and timeline and drive delivery and profitability from there.
• Manage multiple customer projects across different countries and supply chain solutions.
• Lead and develop a team of approximately 12 to 15 across Project Management, Business Analysis and L1/L2 customer support.
• Stay hands-on with key projects, customer discussions, escalations and delivery issues rather than operating purely at a governance level.
• Oversee post-go-live support and service delivery, including SLAs, major incidents, problem management and regular service reviews.
• Coordinate with Product, Development, Infrastructure and Support teams to deliver projects and resolve customer issues.
• Act as a senior escalation point and build strong long-term relationships with customer stakeholders.
• Work with customers to understand their supply chain processes and identify where AI, automation or digital solutions could improve their workflows, channelling relevant opportunities to the appropriate internal teams.
• Drive improvements to customer onboarding, delivery methods and support operations to improve speed, quality and overall delivery performance.

Job requirements

• At least 8 years of experience in customer-facing project or program management, technology delivery, implementation or service delivery.
• Strong understanding of supply chain and logistics operations. Experience with WMS, TMS, OMS or similar platforms would be highly relevant.
• Track record of delivering enterprise customer implementations, preferably across multiple countries or regional environments.
• Experience leading Project Managers, Business Analysts and/or customer support teams.
• Strong project-management fundamentals across scope, schedule, budget, resources, risk and stakeholder management.
• Experience carrying project P&L, with good commercial awareness across budgets, change requests, billing and project profitability.
• Solid understanding of service management, including SLAs, customer escalations, incident management and problem management.
• Strong customer-facing skills with the confidence to engage senior customer stakeholders.
• Practical understanding of AI, automation or digital-transformation concepts and the ability to identify relevant customer use cases; deep AI engineering expertise is not required.

Why you should join them

This is a newly created, growth-driven role reporting directly to the CEO, with broad ownership across the entire customer lifecycle.

Rather than owning a single slice of delivery, the Program Manager takes responsibility from onboarding through go-live and into ongoing service - genuine ownership of both the build and the run, backed by P&L accountability for the projects they deliver.

The role also provides the opportunity to lead across Project Management, Business Analysis and customer support, and directly influence how the business delivers to its customers.

It suits a delivery leader who wants to stay close to customers and projects while leading a sizeable team - offering breadth, ownership and direct impact rather than a narrow or purely administrative remit.

JL
Reg No. R1766249
BeathChapman Pte Ltd
Licence no. 16S8112