Job Description
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
- Bachelor's degree in business, Engineering, or related field
- Minimum 510 years of experience in program or project management, preferably in tech or government-related projects
- Proven ability to manage complex programs involving multiple stakeholders and departments
- Strong communication and client-facing skills
- Experience with budgeting, forecasting, and contract management
- Familiarity with risk management and performance tracking (e.g., KPIs, project milestones)
- PMP certification or equivalent is a plus
