Lifecycle ILS & Customer Support Program Manager

Optics11; Netherlands; On-site; EUR 90,000 - 130,000; Full time

Job summary

Optics11 is seeking a Program Manager to establish and lead Integrated Logistics Support (ILS) and Customer Support within the PMO. You will create processes, tools and organizational capabilities to support products throughout their lifecycle, from delivery to maintenance and end of life.

Initially, the role combines program leadership with hands-on execution; as demand grows you will develop a dedicated support organization, staffing plans and partnerships to deliver cost-effective services.

Qualifications

• Degree in engineering or a technical discipline, or equivalent practical experience.
• Extensive experience managing technical programs, ILS, product support or service operations for complex hardware and software.
• Proven ability to establish or significantly improve a support function with processes and reporting.
• Knowledge of maintenance planning, spares, publications, training and lifecycle costs.
• Experience turning customer and contractual requirements into executable plans and budgets.
• Strong coordination and stakeholder management across Engineering, Operations, Supply Chain, Quality, Sales and Finance.
• Excellent professional English communication; willingness to travel.

Responsibilities

• Build the function: define service model, responsibilities, priorities and phased implementation roadmap; manage the program budget, dependencies, risks and progress reporting.
• Establish ILS: create support plans for priority products and customer programs; coordinate maintenance concepts, spare parts provisioning, training and documentation.
• Embed supportability in development: translate customer requirements into product criteria and ensure release readiness.
• Launch Customer Support: implement contacts, case management, SLAs, escalation routes and customer communication; manage field interventions and repairs.
• Prepare customers and partners: coordinate training, manuals and knowledge base; establish handovers to ongoing support.
• Develop sustainable services: cost and contract definitions with Sales/Finance; confirm deliverability with resources and budgets.
• Improve products and service: use feedback data to drive actions with Engineering and Quality; maintain traceable service records.

Skills

Program management

ILS experience

Stakeholder management

English communication

Education

Engineering degree

Job description

Optics11 is seeking a Program Manager to establish and lead Integrated Logistics Support (ILS) and Customer Support within the PMO. You will create processes, tools and organizational capabilities to support products throughout their lifecycle, from delivery to maintenance and end of life.

Initially, the role combines program leadership with hands-on execution; as demand grows you will develop a dedicated support organization, staffing plans and partnerships to deliver cost-effective services.