The Services Programme Manager (PgM) hybrid position from Cologne owns a strategic portfolio of client-facing and internal related programmes and projects. Beyond managing plans, dependencies, risks, budgets, and stakeholders in multi-workstream engagements, the PgM is the most senior member of a strategic account. Sitting in a strategic seat, PgMs are tasked with becoming a trusted advisor to the client, understanding client requirements and helping drive conversations back to Sales and Delivery to support the growth of strategic accounts.
Using PM methodology and ITIL practices, the PgM will be the day-to-day senior representative of the Services team, interacting frequently with the client to ensure requirements are understood, expectations are met, and technical concerns and opportunities are addressed. The role ensures the profitability of the services delivered through rigorous governance, reporting, and continual improvement; and oversees the planning and execution of technology operational changes, support enhancements and maintenance to meet contractual needs and handle Incident Management.
In addition to being the key point of contact between their Services clients externally, the PgM will be responsible for working directly with the Services Delivery Teams as an internal client, to identify and drive continuous improvement and increase operational efficiency; collaborating closely with Business Development, Commercial Operations, Finance and Account Management to ensure the customer has an unparalleled customer experience.
They also may manage other services project managers within complex engagements and coach junior staff to elevate delivery standards across the organization.
Key responsibilities and accountabilities
Services Project Management
Defines, implements and manages the overall programme strategy, ensuring all projects align with organizational goals across multiple projects and workstreams
Ensures all project deliverables meet the required quality standards and conform to company policies
Works closely with Business Development and the client to build out additional project opportunities
Creates and monitors programmes and project artifacts, such as and not limited to:
Level 0 through to Level 3 Plans
Earned Value Management (SPI / CPI)
Scope of work (Change Log tracking)
Executive level Risk, Issue & Opportunity Management
Tracks Benefit and Value Realization across programmes and projects
Ensures testing and deployment best practices adhered to throughout programme
Creates communications plans to ensure all levels of programme are informed
Coordinates and facilitates meetings/ceremonies with customers and internal teams
Ensures Service Level and Operational Level Agreements are managed and met, and leads potential dispute resolution around Service Level Agreements between Adaptavist and the client
Facilitates problem/incident management and change management as needed
Identifies, recommends and executes on areas for continual improvement for key service management processes and strategy, to ensure smooth running of services and high customer satisfaction
Plans and executes periodic business and innovation reviews to ensure key account retention and customer satisfaction
Financials and Reporting
Creates programme plans and burndown reports for clients and internal teams for status transparency.
Manages client project budgets, resourcing, and ensures accurate forecasting
Pulls together and clarifies Key Performance Indicators and costs
Reports on profitability and margins, in order to fulfill monthly accrual revenue and margin data for C-level executives
Supports decision-making through strategic reporting
Ensures commercial performance and controls revenue through effective pricing strategy development, margin control and revenue risk analysis.
Facilitates the payment process through invoice management and internal collaboration with the finance team
Conducts gap analysis and identifies opportunities for upsell/service improvement and revenue growth for existing service customers
Leadership
Embodies Consultative Mindset - client-focused, builds trust and seeks to drive value to customers
Defines procedures and best practices when change requests are required, leading the change control process
Supervises and coordinates the activities of the parties involved in the programme
Leads continuous improvement of delivery processes, templates, and PMO standards, contributing to lessons learned and knowledge management
Coaches and mentors junior project managers and coordinators to uplift delivery maturity
Partners with Account Management/Sales and the Delivery Team Leads through pre-sales support and account planning to successfully qualify, scope and propose optimal solutions for prospective Services customers
Educates internal staff on services, customer experience concepts, the PMO value proposition, and internal SOPs, ensuring smooth coordination across cross-functional teams
Builds the knowledge base of Adaptavist PMO through contributions to lessons learned logs
Acts as an advocate for external and internal clients, potential partners and industry players
Required
Bilingual in German and English
Proven experience in a comparable senior project management/service delivery management role
Advanced understanding of Project Management and Software Engineering methodologies (i.e., Agile, SAFe, Waterfall, PRINCE2 for Agile Scrum Master, Product Management etc.)
Chairing strategic advisory meetings with clients and managing stakeholders at senior levels
Experience with account management and Sales to support growth of accounts
Experience with ITIL frameworks
Skilled in building rapport, client trust, and developing long-term relationships
Has experience gathering requirements and defining problem statements for clients
Ability to manage large-scale projects and programmes with multiple workstreams
Ability to work seamlessly in a team-oriented environment
Ability to handle a variety of tasks independently and efficiently
Proactive, persuasive, energetic personality
Detail oriented and clear communicator with superior organisation skills
Strong communication skills and confident in working with stakeholders at all levels
Experience in incident, problem and change management
A general understanding of the pre-sales process in a services context
Working experience with business development teams on proposals and pitches
Knowledge and or experience of various IT digital transformation themes: Cloud, ITIL, Agile, DevOps, Work Management
Strong understanding of software development lifecycle (SDLC) and best practices
PgMP or related certification
Atlassian, ITIL relevant accreditation &/or certification
Knowledgeable in a wide variety of ecosystems, including Atlassian, Gitlab and monday.com
Experience in contributing to Client-facing Service Reviews and other workshop activities
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Job details are sourced from the employer's original posting.
Open job postingAbout the company
The Adaptavist Group is a global family of companies with a common goal. We combine the best of teamwork, technology, and processes, helping all kinds of businesses be better today and tomorrow. We are experts at delivering enterprise software, tailored solutions, and quality services across some of the world’s most trusted technology ecosystems, including Atlassian, AWS, Slack, GitLab, monday.com and Aha!