Sr Program/Project Manager (pharma; 100% remote)

7n; Warszawa; Remote; PLN 150,000 - 210,000; Full time

Benefits offered by this job

Dedicated agent

Consultant Development Program

7N Learning & Development

Spectacular integration events

Professional development

Access to industry experts

Complete benefits package

Job summary

7N is seeking an experienced Service AI Program Manager to lead end-to-end roadmaps and oversee global, multi-disciplinary streams. You will drive vendor relationships, steer governance bodies, and align AI use cases with core enterprise systems while measuring adoption and operational impact.

Ideal candidates bring 7+ years of program management in large-scale digital transformations, a proven AI/GenAI deployment track record, and strong English communication skills within regulated industries.

Qualifications

• 7+ years of project/program management experience driving large-scale digital transformation initiatives in global, matrixed organizations.
• Proven track record in deploying AI / GenAI technologies, NLP, VoiceBots, or Conversational AI platforms within Enterprise Customer Service or Field Support operations.
• Experience in Healthcare, Diagnostics, Medical Devices, or regulated technical service industries is a plus.
• Strong understanding of Service Operations (L1/L2/L3 support, Field Service workflows).
• Hands-on experience with service systems landscape (CRM, REXIS, CCaaS/Genesys, ServiceMax/Go app).
• Familiarity with ADKAR or Prosci models and excellent communication and executive presentation skills.
• Fluency in English.

Responsibilities

• End-to-end management of the Service AI Program Roadmap, ensuring on-time, on-budget delivery aligned with GS LT strategic priorities.
• Manage multi-disciplinary project streams, external vendor relationships, and internal IT/RDT interfaces.
• Lead Steering Committee updates, business case refinements, and stage-gate evaluations for scaling pilots.
• Drive metrics and usage adoption across regions (Service Copilot Adoption, Active Users vs. FTEs, SUS > 75).
• Monitor financial and operational impacts, including cost avoidance, case reduction, and resolution time acceleration.
• Align AI use cases with core enterprise systems (REXIS, ASAsphere, CCaaS/Telephony).
• Partner with Change Management Lead to manage workforce impact and upskill Field Service Engineers and CSC agents.

Skills

Project management

AI/GenAI deployment

Stakeholder management

Executive presentation

English fluency

Education

Tools

CRM systems

REXIS

CCaaS/Genesys

ServiceMax/Go app

Job description

• End-to-end management of the Service AI Program Roadmap, ensuring on-time, on-budget delivery aligned with GS LT strategic priorities.
• Manage multi-disciplinary project streams, external vendor relationships (e.g., PTC, Salesforce/ServiceMax), and internal IT/RDT interfaces.
• Lead Steering Committee (SteerCo) updates, business case refinements, and stage-gate evaluations for scaling pilots.
• Drive metrics and usage adoption across regions (e.g., Service Copilot Adoption, Active Users vs. FTEs, System Usability Scale - SUS > 75).
• Monitor financial and operational impacts, including cost avoidance, case reduction, and resolution time acceleration.
• Align AI use cases with core enterprise systems (REXIS, ASAsphere, CCaaS/Telephony).
• Partner closely with the Change Management Lead and People Enabler Stream to manage workforce impact, minimize change fatigue, and upskill Field Service Engineers (FSE) and Customer Support Center (CSC) agents.
• 7+ years of project/program management experience driving large-scale digital transformation initiatives in global, matrixed organizations
• Proven track record in deploying AI / GenAI technologies, NLP, VoiceBots, or Conversational AI platforms within Enterprise Customer Service or Field Support operations
• Experience in the Healthcare, Diagnostics, Medical Devices, or highly regulated technical service industries is a significant plus
• Strong understanding of Service Operations (L1/L2/L3 support, Field Service workflows).
• Hands-on experience with service systems landscape (CRM, REXIS, CCaaS/Genesys, ServiceMax/Go app)
• Proven capability to navigate organizational change (familiarity with ADKAR or Prosci models)
• Exceptional communication, stakeholder management, and executive presentation skills Fluency in English

We offer

• Ongoing support from a dedicatedagent , taking care of your project continuity, client contact, necessary formalities, work comfort and development,
• Consultant Development Program – advice on growth planning based on the latest trends and market needs in IT, including consultations with agents and growth mentors,
• Access to 7N Learning & Development – a development and educational platform with webinars, a library of articles and industry reports, and regular invitations to one-time and recurring development events – technical, business, and lifestyle,
• Spectacular integration events , both for you (e.g., annual Kick-Off trip , Christmas parties, or Summer Olympics sports events) and for your loved ones (e.g., family picnics, movie premieres),
• Professional development not only during the project – you can get involved in knowledge transfer to others within the 7N Services offering directed at 7N clients,
• Relationships and access to the knowledge of the most experienced IT experts in the market – the average professional tenure of our consultants in Poland is over 10 years,
• A complete benefits package , including funding for medical care, life insurance, sports cards for you and your loved ones, as well as discounts in stores in Poland and abroad.

About 7N

Constantly searching for projects, difficult rate negotiations, lack of development support – sounds familiar? At 7N, you gain not only stability of contracts but also the personal involvement of a dedicated agent who ensures your professional comfort and continuous access to development initiatives.

Our mission is to provide stable and rewarding collaborations that drive your success as an IT expert and the success of our clients. We build long-lasting relationships based on Scandinavian values and 30 years of experience creating IT solutions for over 200 organizations.