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 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