Program Manager

IDEMIA Public Security; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

IDEMIA Public Security in Kuala Lumpur, Malaysia, is seeking a Program Manager to oversee customer programs from inception through contract lifecycle, ensuring customer satisfaction, financial performance, and compliance. You will coordinate with technical teams, purchasing, legal, and supply, driving risk management and continuous improvement.

Responsibilities include leading program teams, managing KPIs, P&L, and contracts, and ensuring adherence to terms.

Responsibilities

• Serves as IDEMIA's primary contact for the customer and manages the customer relationship.
• Drives customer satisfaction by soliciting feedback and pursuing continuous improvement.
• Ensures customer obligations are met to enable IDEMIA to perform the work.
• Leads the program team (technical project team, purchasing, legal, supply, etc.) to achieve program objectives.
• Provides direction to stakeholders, including partners and suppliers, on key success factors.
• Ensures compliance with customer requirements and drives through program governance (DRIVE).
• Organizes work and plans activities according to the Program Management System process.
• Performs tollgates reviews and monitors program KPIs.
• Manages risk and identifies issues with program managers; escalates when needed.
• Oversees program Profit and Loss, gross margin, revenue and forecasting of invoicing.
• Manages contracts and reinforces adherence to terms and conditions.
• Leads autonomous programs of small complexity and, with coaching, medium complexity programs.

Skills

Program management

Risk management

Stakeholder management

KPI monitoring

P&L management

Contract management

Cross-functional leadership

Job description

Job description:

Purpose

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 proactively customer satisfaction by soliciting customer feedback and searching for continuous improvement and new opportunities
• Makes sure the customer perform 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 tollgates reviews
• Monitors the KPIs of the Program
• Takes care of risk management
• Identifes 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
• Reinforce and ensures adherence to contract terms and conditions
• Leads autonomously programs of small complexity (small complexity: total contract value under 1M euros, known customers, existing products)
• Leads programs of medium complexity (medium complexity: TCV under 5M of Euros, new customers or highly demanding customer, high level of customization) with support or coaching from another Program Manager