Senior Global Program Manager

At SD Worx Spain, we are focused on building capability and flexibility to meet the growth of the business whilst increasing the profitability across the organisation. We support SD Worx on most of the business areas such as HR, Finance, Marketing, Software Development, Testing, Implementation and Service Delivery. There are numerous opportunities at SD Worx Spain for people with the right blend of skills, experience and character Are you ready to join us? you will have the skills and ability to demonstrate that you can: - Build expertise with focus on the customer - have the curiosity and eagerness to be close to trends and innovation and to develop and make this expertise available for customer solutions. - From Service transaction to Customer journey, can assess the client’s situation, fundamental wishes and needs, also in unstructured context, and to add more value than the customer expected throughout the full customer journey and over omni channels. - Have the ability to collaborate effectively without boundaries (across teams, countries, languages, tools) colleagues, customers and network with his/her expertise, confidence and style. **YOUR ROLE**: To lead programs of mid to large-size/complexity to ensure all milestones are met within contractual, time, quality and budgetary constraints. To lead the smooth transition from Sales to Operations, ensuring service levels are achieved and ensuring Operations are able to deliver their target operating model. Provide best practice delivery according to the SD Worx Implementation Framework and lead internal initiatives to develop internal process, ways of working and methodologies. **KEY ACCOUNTABILITIES**: - Troubleshoot customer issues utilizing the appropriate people or resources required for a prompt resolution. - Build customer relationships to ensure maximization of future revenues and business profit. - Understand and anticipate the customer needs and environment and support the recommendation of ‘value added’ solutions to the customer. - Manage external strategic third-party partner and supplier relationships. - Support the management of internal inter departmental relationships and executive management stakeholders. - Work proactively as a team member across the department, offer coaching and support to junior members of the practice as necessary. - Impart technical knowledge to contribute to product development. - Maintain budgetary responsibility for all implementations or cost centres under their control. - Champion and make recommendations for the SD Worx Implementation Framework and supporting methodologies so they evolve in line with corporate strategy and new service propositions. - Act as Implementation role model and promote the corporate strategy, SD Worx Values and ensuring a highly motivated team environment is created so that clients receive excellent service and support thus maintaining customer NPS. - Establish, maintain and follow procedures within the team that satisfy company and ISO 9001 requirements. - Support the identification of additional revenue opportunities with clients and prospects and support the transition from sales to implementation. - Recommend modifications to our Product set and understand the Product Roadmap. - Contribution to day to day management of the Implementation community and champion’s forum development, succession planning and performance management activities against the Implementation skills framework. - Where appropriate, undertake full line management responsibilities for individual team members, or a team, including recruitment, performance management, resource assignment, sales pipeline review and revenue forecasting, personal development planning and other line management activities to drive objectives, drive internal progression and support colleague engagement. **OUR EXPECTATIONS**: **Thinking and Acting Outside In** - Ability to see the impact of upcoming changes within their field of expertise and proactively adapts their way of working or gives advice to the team. - Has an eye for new information and applies this information to own job and makes it available to a broader network". - Open & critical minded to question and optimize the use of knowledge, systems, products, digital solutions in the expertise area. **Agility** - Ability to solve weaknesses/complaints in service delivery and to introduce proposals for improvements. - Ability to deliver comprehensive answers to internal and external customers current and future needs by being proactive and customer specific. Seeks to enhance customer satisfaction and delight. - Builds expertise through continuous development and through connecting with other experts. **Connecting** - Ability to develop productive networks within the division and within the customer service/program team and be recognized as a reliable expert, be a coach for colleagues. - Ability to step forward in own network and show leadership attitude and profe