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Program Manager

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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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