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Role description:

Program Manager/Key Account Manager oversees the overall implementation (aka Delivery) and support/operation (aka Operations) of a long term national software product agreement with a public authority. The holder of this role will provide strategic as well as operational guidance to project managers and technical operations teams to ensure that client satisfaction, financial objectives, and time targets are met. The person shall also further develop business opportunities with the existing client and potentially also be assigned additional clients to his/her portfolio. In Addition, the person shall also ensure that the local presence of Kapsch is properly cultivated.

Responsibilities

• Acts as the primary interface for the client’s management on program level

• Hosts are facilitates and program status meetings
• Acts as an escalation level on service delivery level
• Drives risk and change management
• Arbitrates and resolves conflicts within the program when necessary
• Escalates to the senior management in case of major project deviations

• Reports progress and status on a client level
• Builds & maintains customer relationships at all levels and to all relevant business partners to achieve business goals
• Assures program implementation on time, budget & quality (finishing the remaining rollouts of the delivery stage).
• Address technical topics with the proper teams and escalates to senior management in case of major project deviations
• Leads client and subcontractor contractual negotiations (delivery aspects, time & scope)

• Manages overall service delivery commitments, leads customer reviews at account level and promotes customer satisfaction
• Understands customer needs/issues, proactively recognizes and addresses them
• Drives business development activities through a highly collaborative working model between sales, portfolio and operations
• Identifies revenue opportunities, maximizes KTC’s value
• Increases client’s share of wallet

• Manages the account P&L and optimizes cost of service delivery.
• Leads Account Team (project managers, SDM, etc.) and fosters a positive team environment to maximize delivery excellence and generate growth
• Provides local presence in the Coventry office

Your Profile

• 10+ years relevant experience as Senior Program- or Project Portfolio Manager for large scale software projects in a public sector
• Demonstrated program or project portfolio management skills (portfolio / program size 25M GDP+)
• Key Account Management Experience

• ITS industry background
• Excellent communication and presentation skills
• PMP, PRINCE2 or equivalent project management certification
• Proven leadership experience in line and matrix organizations
• Natural leadership style

• Solution driven personality with can-do attitude & approach
• Fluency in English for both verbal and written communication.