Program Manager

IDEMIA Public Security; Kuala Lumpur; On-site; MYR 246,000 - 371,000; Full time

Job summary

A global technology firm in Kuala Lumpur is seeking an experienced Program Manager to oversee customer programs and ensure successful execution throughout the contract lifecycle. The ideal candidate will manage customer relationships, lead cross-functional teams, and guarantee compliance with service-level agreements. Required qualifications include a Bachelor's degree and 5–8 years of program management experience. Strong communication skills, risk management familiarity, and budgeting expertise are essential.

Qualifications

• Minimum 5–8 years of experience in program or project management.
• Proven ability to manage complex programs involving multiple stakeholders.
• Experience with contract management and budgeting.

Responsibilities

• Manages customer relations as primary contact for IDEMIA.
• Leads program teams towards achieving objectives.
• Ensures compliance with contractual service-level agreements.

Skills

Program management

Stakeholder management

Communication skills

Risk management

Budgeting and forecasting

Education

Bachelor's degree in business, Engineering, or related field

Tools

Project Management Software

Job description

This role is accountable for the successful management, execution and performance of a customer program throughout the contract lifecycle. The key objectives of this role are customer satisfaction, financial performance and operational compliance that meets or exceeds contractual service-level agreements.

Key Missions

• Manages the customer relation by being IDEMIA's primary point of contact for the customer.
• Seeks pro-actively customer satisfaction by soliciting customer feedback and searching for continuous improvement and new opportunities.
• Makes sure the customer performs their obligations in order to allow IDEMIA to perform the work.
• Leads and supports IDEMIAs program team (technical project team, purchasing, legal, supply, etc.) in order to achieve the program objectives.
• Provides vision of key success factors and direction to all internal and external stakeholders, including key partners and key suppliers.
• Ensures compliance with customer requirements.
• Organizes and plans the work according to Program Management System process (DRIVE).
• Performs the tollgate reviews.
• Monitors the KPIs of the Program.
• Takes care of risk management.
• Identifies issues or risks in collaboration with the technical project managers.
• Makes sure mitigation plans are defined, identifies issues requiring escalation or help from the management.
• Manages the Program Profit and Loss, gross margin, revenue and invoicing forecasts.
• Manages contracts management.
• Reinforces and ensures adherence to contract terms and conditions.
• Leads autonomous programs of medium complexity (medium complexity: TCV under 5M euros, new customers or highly demanding customer, high level of customization).
• Coaches a Program Manager on programs with medium complexity.
• Leads programs of high complexity (high complexity: TCV above 5M euros, highly demanding new customer or customer known to be unreliable, new products, complex industrial organization) with support or coaching from a Program Director.

Profile & Other Information

• Bachelor's degree in business, Engineering, or related field.
• Minimum 5–8 years of experience in program or project management, preferably in tech or government-related projects.
• Proven ability to manage complex programs involving multiple stakeholders and departments.
• Strong communication and client-facing skills.
• Experience with budgeting, forecasting, and contract management.
• Familiarity with risk management and performance tracking (e.g., KPIs, project milestones).
• PMP certification or equivalent is a plus.