Customer Program Manager (Munich (Unterföhring), DE)

SES; München; On-site; EUR 90,000 - 130,000; Full time

Job summary

SES is seeking a Customer Program Manager to drive end-to-end delivery of managed and professional services from proposal to implementation. You will lead governance, planning, reporting, and stakeholder engagement, ensuring high customer satisfaction and alignment with contractual obligations.

Strong leadership, analytical thinking, and financial acumen are essential in a fast-paced, global environment. The role requires managing multi-department interfaces, mitigating risks, and optimizing

Qualifications

• Bachelor's degree with extensive experience in program management.
• Proven ability to lead complex, multi-stakeholder programs end-to-end.
• Strong communication and stakeholder influencing skills.
• Experience in matrix organizations without direct authority.
• Solid financial acumen with budgeting and forecasting skills.

Responsibilities

• Lead end-to-end delivery of managed and professional services on time and within budget.
• Governance and standard-compliant delivery across the service lifecycle.
• Own planning, execution, and reporting with KPI and risk updates to senior management.
• Interface with customers during implementation and manage expectations.
• Act as escalation point for issues across departments during service changes.
• Identify and manage risks, issues, dependencies with mitigation actions.
• Drive program financial performance including budgeting and cost control.
• Monitor performance and feedback to drive improvements and retention.
• Lead complex or strategic programs and influence process enhancements.

Skills

Communication skills

Interpersonal skills

Stakeholder management

Analytical thinking

Leadership

Education

Bachelor's degree

Advanced degree

Job description

Customer Program Manager

The job responsibilities outlined in this document are not exhaustive and may evolve over time and be reviewed according to business needs.

ROLE DESCRIPTION SUMMARY

The Customer Program Manager drives the seamless execution of managed and professional services from proposal through implementation, ensuring alignment with business objectives and fulfilling customer needs. S/he is committed to delivering consistent, high-quality programs and projects in line with budget, time, and operational efficiency whilst ensuring highest customer satisfaction.

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

• Lead the end-to-end delivery of managed and professional services, from planning through implementation to operational handover, ensuring execution is on time, within budget, and aligned with contractual obligations and SES standards.
• Steer customer programs in line with defined governance and project excellence standards, ensuring consistent, high-quality delivery across the full service lifecycle.
• Own program planning, execution, and reporting, providing accurate and timely updates on progress, KPIs, risks, and recovery actions to senior management.
• Ensure SES implements services based on customer service level agreement/contract and our standard concept of operations.
• Act as the primary customer interface during implementation, building strong relationships, managing expectations, and ensuring high levels of customer satisfaction.
• Act as an escalation point for issues with existing processes that live in other departments such as Network Engineering, Network Operations, Finance, Sales, and Legal, during implementation of a service or changes to an existing service.
• Identify, assess, and manage risks, issues, and dependencies, driving mitigation actions and coordinating cross-functional resolution and escalation where required.
• Drive financial performance of programs, including budget management, cost control, and contribution to customer profitability.
• Continuously monitor program performance and customer feedback, using insights to drive service improvements, customer retention, and operational efficiency.
• Serve as a subject matter expert and lead on complex or strategic programs, contributing to business-critical initiatives.
• Recommend and influence enhancements to processes, policies, technologies, and services to improve delivery effectiveness and support organizational objectives.
• Build and maintain strong stakeholder relationships, ensuring alignment between customer requirements, operational execution, and business objectives.

COMPETENCIES

• Customer-Centric Leadership & Stakeholder Influence: Drive programs with a strong focus on customer needs and value delivery, building trusted relationships and communicating effectively across all levels, including senior stakeholders, to ensure alignment and long-term partnership success.
• Operational Excellence & Project Delivery Discipline: Lead programs with rigor and consistency, ensuring high-quality execution against scope, schedule, cost, SLAs, and KPIs, while continuously improving delivery processes, efficiency, and scalability.
• Strategic Program Leadership & Integration: Orchestrate complex, cross-functional programs by integrating multiple workstreams into cohesive execution, aligning service delivery with customer requirements and broader business objectives.
• Financial & Business Acumen: Drive strong financial performance through budget ownership, forecasting, cost control, and an understanding of market dynamics, industry trends, and competitive landscape.
• Cross-Functional Collaboration & Organizational Impact: Break down silos and foster collaboration across engineering, operations, and commercial teams, ensuring shared accountability and seamless service delivery in a global, matrixed environment.
• Innovation, Continuous Improvement & Change Leadership: Promote innovation and drive continuous improvement in service delivery, enabling adoption of new products, technologies, and processes while leading teams through transformation.
• Analytical Thinking & Problem Solving: Apply strong analytical, strategic, and solution-oriented thinking to solve complex challenges, identify root causes, and develop pragmatic, high-impact solutions.
• High-Performance Team Leadership: Inspire and guide teams in a matrix organization, fostering accountability, engagement, and resilience while maintaining focus and performance in dynamic, high-pressure environments.

QUALIFICATIONS & EXPERIENCE

• Bachelor's degree with a minimum of ten (10) years of relevant experience, or an equivalent combination of education and experience
• Excellent communication and interpersonal skills, with the ability to effectively engage and influence customers and cross-functional stakeholders.
• Proven track record of leading complex, multi-stakeholder customer programs end-to-end, delivering against scope, schedule, budget, SLAs, and KPIs while ensuring high levels of customer satisfaction.
• Demonstrated leadership capability, including influencing and driving outcomes in a matrixed organization without direct authority.
• Proven ability to manage program scope, change control, risk, and resource planning while proactively identifying and mitigating potential impacts.
• Strong business and financial acumen with advanced skills in decision-making, negotiation, and executive-level presentations.
• Experience leading the delivery of complex technology programs and services, preferably within telecommunications or managed services environments.
• Track record of managing programs against service-level agreements (SLAs) and key performance indicators (KPIs).
• Experience executing contractual deliverables and ensuring compliance with agreed terms, timelines, and customer expectations.
• Ability to thrive in fast-paced, dynamic environments while managing competing priorities and evolving requirements.
• Technical knowledge in one or more relevant domains (e.g., managed services such as media, broadband or mobility, satellite communications, or telecommunications service provider environments).
• C1 proficiency in English is required; proficiency in French is preferred.

OTHER KEY REQUIREMENTS / COMMENTS

• Advanced degree or post graduate training
• Project Management certification (Prince2, PMI-PMP, etc...)

SES and its Affiliated Companies are committed to providing fair and equal employment opportunities to all. We are an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, pregnancy, sex, sexual orientation, gender identity, national origin, age, genetic information, protected veteran status, disability, or any other basis protected by local, state, or federal law.

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