It Program Manager - Assisted Channels - Ods

Banco Santander Sa; Madrid; Presencial; EUR 90.000 - 130.000; Jornada completa

Descripción de la vacante

Open Digital Services in Madrid seeks an IT Program Manager for Assisted Channels to lead end-to-end delivery of Global Platform solutions, aligning business needs with technology delivery.

You will manage cross-functional teams, coordinate stakeholders and vendors, and ensure on-time, within-budget releases while upholding regulatory and security standards.

Formación

• 8+ years in IT project delivery with 3–5+ years in a managerial role (Required)
• Banking/financial services or customer-service industries experience (Required)
• Assisted channels knowledge (Preferred)
• Project/Program management certifications (PMP/PRINCE2/ITIL/Agile) (Preferred)

Responsabilidades

• Lead end-to-end delivery of IT platform initiatives for assisted channels.
• Define and execute delivery roadmaps and oversee integrations, upgrades, and implementations.
• Act as IT interface translating requirements into scalable tech solutions for the global platform.
• Manage relationships with internal stakeholders and external vendors.
• Establish governance standards; ensure regulatory, security, and audit compliance.
• Monitor KPIs and SLAs; manage risks and resolve issues.
• Lead cross-functional delivery teams and foster accountability and continuous improvement.

Conocimientos

IT program management

Stakeholder management

Vendor management

Customer service tech

Business-technical bridge

English language

Educación

Bachelor's in CS/IT/Engineering

Master's (Preferred)

Herramientas

PMP

PRINCE2

ITIL

Agile/Scrum

Descripción del empleo

IT Program Manager - Assisted Channels - ODS

IT Program Manager - Assisted Channels - ODS Country: Spain

IT STARTS HERE

Santander (www.santander.com ) is evolving from a global, high-impact brand into a technology-driven organization, and our people are at the heart of this journey. Together, we are driving a customer-centric transformation that values bold thinking, innovation, and the courage to challenge what’s possible.

This is more than a strategic shift. It’s a chance for driven professionals to grow, learn, and make a real difference.

Our mission is to contribute to help more people and businesses prosper. We embrace a strong risk culture and all our professionals at all levels are expected to take a proactive and responsible approach toward risk management.

Open Digital Services is the software development company of Santander Group powering the next generation of banks by creating innovative banking products and implementing them in collaboration with Santander Group Affiliates. Santander Group is one of the world's largest financial institutions and the Eurozone's leader, we're committed to being the best Digital Bank with Branches in the industry.

Our mission at ODS is to design and support an advanced digital and omnichannel platform, ensuring the best customer experience using cutting-edge technology. Openbank, our flagship partner, is where we develop our most advanced concepts first. Be part of our Best-in-Class team and help us create unique value for our customers!

THE DIFFERENCE YOU MAKE

Open Digital Services is looking for an IT Program Manager based out of Madrid.

The Assisted Channels IT Program Manager is responsible for ensuring successful delivery of Global Platform solutions and systems to fulfil the different geographies requirements from request to release. This role bridges business needs and technology execution, managing delivery teams, coordinating stakeholders, and ensuring products are delivered on time, within budget, and aligned with the organization’s strategic goals.

We’re shaping the way we workthrough innovation, cutting-edge technology, collaboration and the freedom to explore new ideas. To succeed in this role, you will be responsible for:

• Lead the end-to-end delivery of IT platform initiatives and enhancements for assisted channels, ensuring alignment with strategic objectives.

• Define and execute delivery roadmaps, overseeing integrations, upgrades, and new implementations to ensure high-quality releases.

• Act as the primary IT interface for business stakeholders, translating requirements into scalable technology solutions aligned with the global platform.

• Manage relationships with internal stakeholders and external vendors to ensure effective collaboration and delivery outcomes.

• Establish and enforce governance standards, ensuring compliance with regulatory, security, and audit requirements.

• Monitor performance through KPIs and SLAs, proactively managing risks and driving timely issue resolution and escalation.

• Lead and develop cross-functional delivery teams, fostering a culture of accountability, agility, and continuous improvement.

WHAT YOU’LL BRING

Our people are our greatest strength. Every individual contributes unique perspectives that make us stronger as a team and as an organization. We’re enabling teams to go beyond by valuing who they are and empowering what they bring.

The following requirements represent the knowledge, skills, and abilities essential for success in this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Professional Experience

• 8+ years of experience in IT project delivery, with at least 3–5 years in a managerial capacity. (Required)

• Prior experience in banking, financial services, or customer-service-intensive industries (Required)

• Assisted channels knowledge (Preferred)

• Certification in PMP, PRINCE2, ITIL, or Agile/Scrum. (Preferred)

Education

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field. (Required)

• Master's (Preferred)

Language

• English (Required)

Hard Skills

• Strong program/project managment experience (Required)

• Deep understanding of customer service technologies (IVR, CTI, CRM, Chatbots, workforce management, omnichannel platforms) (Required)

• Ability to bridge business requirements with technical delivery (Required)

• Excellent stakeholder management and communication skills (Required)

• Experience in vendor management and contract negotiations (Required)

• Strong risk management and governance mindset (Required)

Soft Skills

• Strategic alignment and enterprise mindset

• Leadership and team enablement in complex matrix environments

• Structured problem-solving and decision-making

• Executive communication and impactful storytelling

• Stakeholder management and influencing at senior levels

WE VALUE YOUR IMPACT

Your contribution matters, and it’s recognized. You can expect a fair, competitive reward package that reflects the impact you create and the value you deliver. But we know rewards go beyond numbers.

• We offer more than just a paycheck—our benefits are designed to support your life, your goals and your well-being, now and into the future.

• Your health is our priority. Through BeHealthy, our global wellness programme, we promote Holistic wellbeing

• We know family is everything. That’s why we offer parental leave, childcare support and family-friendlyprogrammes tailored to each life stage.

• We’re enable our teams to go beyondthrough global opportunities and broad career paths.

• We believe in the power of helping. You can dedicate part of your working hours to volunteering.

• We’re here to keep you motivated, help you reach your goals, and celebrate your progress, every step of the way.

Open Digital Services is an equal opportunity employer. All applicants will be considered as equal without paying attention to gender identity, sexual orientation, ethnicity, religion, age, political orientation, union membership nor disability status.

We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify, and build.

The personal data you provide as well as any data generated during the selection process are confidential and will be processed by Open Digital Services, S.L. / Open Bank, S.A. with registered office at Avenida de Cantabria, n/n, 28660 Boadilla del Monte (Madrid), for the sole purpose of managing your participation in the selection processes and, where appropriate, to formalise your recruitment.

For further information about your rights and data protection, please read the Openbank Privacy Policy applicable to this type of data processing here