Program Manager

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 pro-actively 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 autonomous programs of medium complexity (medium complexity: TCV under 5M euros, new customers or highly demanding customer, high level of customization)

Coaches a Program Manager on programs with medium complexity

Leads programs of high complexity (high complexity: TCV above 5M euros, highly demanding new customer or customer know to be unreliable, new products, complex industrial organization) with support or coaching from a Program Director

Profile & Other Information