Strategic Program Manager

In your role as Strategic Program Manager you are responsible for driving the strategic evolution of Digital Workplace Services (DWS) for assigned customers through innovation, AI adoption, automation, service optimization, and cross-functional transformation initiatives.

The role serves as the central coordinator of customer transformation activities, bringing together capabilities from Service Desk, Field Services, Microsoft 365, Collaboration, IT Asset Management, Service Management, and other functions into a unified transformation vision and roadmap for the customer/customers in scope.

This role acts as the primary liaison between the towers to create a common roadmap for AI customer transformation initiatives and activities.

Key Responsibilities:

Strategy & Opportunity Identification

• Work with Account Management, Leadership, Tower SMEs and the Innovation team to identify opportunities to improve business outcomes, employee experience, service performance and operational efficiency.
• Analyze service data, customer feedback and operational trends to find improvement and transformation opportunities.
• Turn customer challenges and strategic objectives into clear, prioritized transformation initiatives with defined scope, business case and success criteria.
• Identify and develop growth opportunities across the Digital Workplace portfolio, in partnership with Account Management.

Program Delivery & Coordination

• Plan and lead transformation programs from idea through design, documentation, implementation and handover.
• Coordinate delivery teams, tower SMEs and partners to make sure initiatives are delivered on time, within budget and to quality.
• Maintain program roadmaps, plans, RAID logs (risks, assumptions, issues, dependencies) and governance reporting.
• Make sure solutions, processes and changes are documented properly.

Value Realization & Adoption

• Define KPIs and value metrics for each initiative, and track and report the business value realized.
• Drive customer adoption through change management, communication and stakeholder engagement.
• Measure the impact on customer satisfaction, service performance and employee experience, and feed the lessons learned into future initiatives.

Advisory & Stakeholder Management

• Act as a trusted advisor to internal and customer stakeholders, up to executive level.
• Lead strategic discussions and workshops on AI, automation, workplace modernization, productivity and service innovation.
• Present program progress, outcomes and recommendations in governance meetings and executive reviews.

Required qualifications:

Education:

• Bachelor's degree in Information Technology, Business Administration, Engineering or a related field.

Language proficiency:

• Excellent English communication skills, both verbal and written, for professional communication and documentation.
• Very Good German communication skills, both verbal and written is considered a plus.

Experience:

• Minimum 5 years of experience in program or project management within IT Services, ideally in a managed services or outsourcing environment.
• Advanced experience in delivering transformation or continuous improvement programs with measurable business outcomes.
• Advanced experience in Digital Workplace services (End User Services, Service Desk, Field Services, Modern Workplace).
• Advanced experience in a customer-facing or advisory role, managing stakeholders at senior or executive level.

Mandatory Technical skills:

• Strong knowledge of Digital Workplace technologies and trends: Microsoft 365, Intune / endpoint management, collaboration tools and Digital Employee Experience (DEX) platforms.
• Good understanding of AI, GenAI and automation use cases in IT services (e.g. Copilot, virtual agents, RPA).
• Knowledge of ITSM processes and frameworks (ITIL) and service performance metrics (SLAs, XLAs, CSAT).
• Program management methods and tools (e.g. PMP, PRINCE2, MSP, Agile / SAFe), including business case development and value tracking.
• Advanced Microsoft 365 skills, especially PowerPoint and Excel for executive reporting.

Preferred / Nice-to-Have Qualifications:

• Certifications: PMP, PgMP, PRINCE2 / MSP, ITIL, SAFe or Change Management (Prosci).
• Experience with ServiceNow or another ITSM platform, and with analytics tools such as Power BI.
• Knowledge of XLA (Experience Level Agreement) frameworks and employee experience measurement.
• Experience supporting presales, account growth or contract renewals.

Soft skills:

• A strategic thinker who can also work hands-on and turn vision into results.
• Strong communication, presentation and storytelling skills, with the confidence to challenge and influence.
• Ability to lead cross-functional, virtual and international teams without direct authority.
• An analytical, data-driven approach focused on outcomes and value.
• A customer-centric, proactive and entrepreneurial mindset, with ownership of results.
• Adaptable and comfortable working across different cultures and changing priorities.

Diversity & Inclusion

Here at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We understand and encourage the importance of being you!