Program and Business Solutions Manager

International SOS; City Of London; On-site; GBP 70,000 - 90,000; Full time

Job summary

A global health and safety organization is seeking a Program and Business Solutions Manager to lead the transformation of their digital assistance platform. You will oversee strategic programs enhancing operational efficiency across product and technology teams. The ideal candidate will have 7+ years in digital transformation and strong skills in project management, process design, and AI experimentation. Join us in making a difference in global health and safety.

Qualifications

• 7+ years in digital transformation, product management, or operational excellence roles.
• Proven success managing complex tech programs in healthcare or assistance services.
• Strong background in system and process analysis, requirements definition.

Responsibilities

• Own the end-to-end delivery of the Future CMS.
• Develop actionable program roadmap aligned with business objectives.
• Coordinate global teams to achieve impactful outcomes.

Skills

Digital transformation

Project management

Process design

AI experimentation

Education

Bachelor's degree in Business, Information Systems, Engineering

Certified in Business Process Management or Lean Six Sigma

Tools

SAP Signavio

MS Office (MS Project, MS Visio)

Job description

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At International SOS, we are in the business of protecting and saving lives. For 40 years, we have delivered customised security risk management, health, and wellbeing solutions to organisations worldwide. With a presence in 90 countries and a team of nearly 13,000 experts, we provide 24/7 support to help organisations fulfil their Duty of Care responsibilities.

Now, we're looking for talented individuals to join our team and make a difference.

About the role

The Program and Business Solutions Manager, Digital Assistance, plays a pivotal role in leading and coordinating the transformation of International SOS's global case management and provider network capabilities. This role is responsible for overseeing strategic programs that enable the shift to a customer-centric, AI-powered omnichannel assistance platform. The Program Manager will ensure alignment across product, operations, and technology teams, driving delivery of future-fit digital solutions that enhance operational efficiency and service excellence.

Key responsibilities

As the CMS Program Lead, you'll play a pivotal role in shaping the future of digital assistance services. Your mission will be to drive innovation, streamline operations, and deliver a world-class case management platform.

• Lead the Full Program Lifecycle: Own the end-to-end delivery of the Future CMS -from discovery and design to implementation and rollout.
• Strategic Roadmapping: Develop and maintain a clear, actionable program roadmap aligned with business priorities and emerging technologies.
• Cross-Functional Leadership: Coordinate global teams across product, IT, operations, and medical/security services to deliver impactful outcomes.
• Business Case & ROI: Build compelling business cases, cost models, and benefit frameworks to support investment decisions and measure success.
• Stakeholder Engagement: Act as the key liaison between Assistance Centres, Group IT, and product teams-ensuring alignment, transparency, and shared vision.
• AI & Innovation: Lead the design, testing, and deployment of AI-powered tools (e.g., transcription, automation) using rapid experimentation and pilot programs.
• Vendor & Compliance Oversight: Manage strategic tech partnerships and ensure all vendors meet compliance standards, including data protection and AI governance.
• Data & Process Excellence: Collaborate with data architects to design future-ready data models and maintain a robust process repository.
• Product Strategy & Development: Shape the CMS as a commercial product opportunity, aligning features with market needs and service delivery evolution.
• Governance & Communication: Facilitate program governance forums and maintain proactive communication to manage expectations and resolve challenges.

About you

• Bachelor's degree required; Business, Information Systems, Engineering, or other related fields.
• Certified in Business Process Management or Lean Six Sigma; proficiency in SAP Signavio.
• Project Management or Scaled Agile Framework (SAFe).
• Proficiency in MS Office suite of applications, esp. MS Project and MS Visio.
• Typically 7+ years in digital transformation, product management, or operational excellence roles.
• Proven success managing complex tech programs-ideally in healthcare, security, or assistance services.
• Experience with process design, decision modelling, and vendor oversight.
• Familiarity with CCaaS platforms, AI experimentation, and agile delivery.
• Strong background in system and process analysis, requirements definition, and end-to-end delivery lifecycle.

Additional Information

• Travel occasionally to meetings in other Intl.SOS regions - as assigned

By joining International SOS, you will contribute to a global network dedicated to protecting people and organisations. We offer a dynamic and respectful workplace where expertise, innovation, and collaboration drive our success.

13,000 experts | 1,200+ locations | 90 countries | 110+ languages

Start your journey with us today. Apply now!