Service delivery Manager-Senior Program Manager Type of contract Permanent-CDI
We are looking for a Service Delivery Manager - Program Manager. This is a critical role responsible for ensuring the successful management and delivery of services according to tender specifications, KPIs, and SLAs. This position combines the responsibilities of both a Service Manager and a Senior Program Manager, overseeing project delivery, risk management, and stakeholder engagement while ensuring alignment with contractual requirements. The ideal candidate will have extensive experience in managing large-scale projects and a proven track record of achieving commercial and technical success.
Service Management:
Ensure adherence to tender specifications and KPIs/SLA, accounting for any deviations in expected quality.
Present regular activity reports and service improvement plans to the Contracting Authority.
Manage the service delivery, including resource planning, scheduling, and optimization of contractor activities.
Take ownership of project and program delivery, recovery, and sales, driving accountability across all phases.
Develop and implement sustainable resourcing, risk management, and escalation strategies.
Collaborate with Account Executives to create deliverable programs that meet target costs, timescales, and scopes.
Manage Customer Relationship:
Act as the primary contact for external stakeholders, attending customer forums to foster positive relationships.
Manage program review sessions with customers, discussing cost, schedule, quality, and technical performance.
Implement and drive program standards, coaching and mentoring team members on best practices.
Challenge existing methodologies and procedures to enhance speed, cost, and quality of solutions.
Financial Management:
Prepare financial status reports, splitting budgets per workstream and managing program spending.
Team Management:
Review resource capacity planning, analysis, and forecasting to ensure efficient use of resources.
Establish actionable deliverables for program teams and create clear reporting formats.
Define approaches for continuous improvement, including training, communication, and operating rhythms.
Bachelor's degree in Business, Information Technology, or related field; Minimum of 10 years of experience in similar service delivery or program management roles, particularly with projects valued at 10 million euros or more.
At least one external Project Management certification (e.g., SCRUM Master certification (PSM/PSPO/PSD/SPS/PSK/PAL) is highly desirable.
Advanced knowledge of ITIL or IT Service Management (ITSM).
Ability to manage multiple priorities in a fast-paced environment while maintaining a clear focus on outcomes.
High level of professionalism and accountability in managing projects and teams.