Program Manager, Global Clients The Program Manager for Global Clients will play a pivotal role in managing and supporting multi-region accounts by fostering strong client relationships and ensuring the delivery of high-quality security solutions.
This role requires a strategic thinker who can navigate complex organizational structures, manage cross-border teams, and drive projects to successful completion.
Reporting to the Global Program Director, the Program Manager will collaborate closely with country operations teams, client teams, the Global Design Team, and the Account Management/Business Development Team within a matrix organization, providing leadership and guidance to achieve client satisfaction, operational excellence, and business growth.
Key Responsibilities: Client Relationship Management: Develop and nurture strong, long-lasting relationships with key client stakeholders across multiple regions, acting as a trusted advisor and primary point of contact.
Proactively engage with clients to understand their needs, expectations, and strategic objectives, ensuring that Securitas Technology's solutions are aligned with their business goals.
Conduct regular meetings and reviews with clients to discuss performance metrics, service levels, and any areas for improvement, fostering transparency and continuous improvement.
Serve as a client advocate within Securitas Technology, ensuring that client needs are prioritized and addressed in a timely and effective manner.
Operational Oversight and Tasks: Oversee and coordinate security operations across multiple regions, ensuring consistent and high-quality service delivery that meets or exceeds client expectations.
Monitor and evaluate the effectiveness of security solutions, recommending enhancements or adjustments as necessary to improve performance and address emerging threats.
Collaborate with country operations teams to ensure that local practices align with global standards and client requirements, promoting a unified approach to security management.
Develop and implement standardized processes and procedures to optimize operational efficiency and reduce risks.
Proactively provide full client and internal operations oversight to the Global Program Director, ensuring timely reporting and follow-up on activities and tasks.
Prepare and present monthly/quarterly business reviews per client to the Global Program Director, to ensure alignment of operations with global client objectives.
Support management with relevant activities and tasks as requested.
Collaboration with Global Design Team: Work closely with the Global Design Team to develop innovative, customized security solutions that address the unique needs and challenges of each client.
Ensure that security solutions are designed with a focus on scalability, sustainability, and cost-effectiveness, leveraging the latest technologies and industry best practices.
Facilitate communication and collaboration between the Global Design Team and regional operations teams to ensure seamless implementation and integration of security solutions.
Drive continuous innovation by identifying opportunities to enhance security solutions through new technologies, processes, or strategies.
Partnership with Account Management/Business Development Team: Collaborate with the Account Management and Business Development Team to identify growth opportunities within existing accounts and develop strategies to expand our footprint.
Provide account teams with client-specific information and guide them during sales efforts.
Support the development of account plans that align with client objectives and Securitas Technology's growth goals, ensuring a strategic approach to client engagement.
Participate in client meetings and presentations to articulate the value of Securitas Technology's solutions and services, highlighting our commitment to innovation and best-in-class delivery.
Provide insights and feedback to the Business Development Team on market trends, client needs, and competitive dynamics to inform product development and marketing strategies.
Issue Escalation and Resolution: Identify, escalate, and manage the resolution of operational issues or blockages that could impact service delivery or client satisfaction, avoiding unnecessary delays, while leaving a clear audit trail.
Lead cross-functional teams in the development and execution of action plans to address and resolve issues, ensuring clear communication and accountability throughout the process.
Utilize problem-solving skills and strategic thinking to anticipate potential challenges and proactively address them before they escalate.
Maintain a comprehensive understanding of all contractual obligations and service level agreements (SLAs), ensuring that any deviations are promptly identified and rectified.
Project and Program Management: Lead and manage complex projects and programs from initiation to completion, ensuring they are delivered on time, within scope, and within budget.
Develop detailed project plans, including timelines, resource allocation, and risk management strategies, to guide project execution and ensure alignment with client and organizational goals.
Coordinate and oversee the activities of cross-functional teams, ensuring clear communication, collaboration, and accountability throughout the project lifecycle.
Track and report on project progress, utilizing key performance indicators (KPIs) and other metrics to assess performance and identify opportunities for improvement.
Drive continuous improvement initiatives by leveraging lessons learned and best practices to enhance program management capabilities and outcomes.
Collaboration in a Matrix Organization: Work effectively within a matrix organization, coordinating efforts with country operations teams, client teams, and other internal stakeholders to deliver integrated security solutions.
Foster a culture of collaboration and shared responsibility, encouraging open communication and information sharing across teams and regions.
Provide leadership and guidance to regional teams, ensuring they have the resources, support, and direction needed to succeed in their roles.
Navigate complex organizational structures and dynamics, building strong relationships with key stakeholders and advocating for client needs and priorities.
Cross-Border Client Coordination: Manage cross-border client engagements, ensuring consistent service delivery and communication across all regions.
Develop and maintain a comprehensive understanding of regional security landscapes, regulations, and best practices, leveraging this knowledge to inform client strategies and solutions.
Coordinate with regional teams to ensure that local and global strategies are aligned and that client expectations are met or exceeded.
Lead cross-border initiatives to standardize processes and improve service delivery, ensuring a seamless client experience across all regions.
Security Systems Knowledge: Leverage a fundamental understanding of security systems, technologies, and best practices to provide guidance and support to both internal teams and clients.
Stay current on emerging security trends, technologies, and threats, sharing insights and recommendations with clients and internal stakeholders to enhance security posture.
Provide technical expertise and support during client engagements, helping to identify and implement the most effective security solutions for each client's unique needs.
Collaborate with technical teams to ensure that security solutions are implemented correctly and perform as expected.
Join Us At Securitas Technology, you'll have the opportunity to work with a global leader at the forefront of security innovation.
As a Program Manager for Global Clients, you'll play an integral role in designing and delivering cutting-edge security solutions that meet the evolving needs of our esteemed clients.
If you're driven by challenge and thrive in a fast-paced environment, your career journey starts here.
Location: Europe - Nordics, Spain, UK, Ireland, Northern Ireland, Belgium, Netherlands Role: Europe based Remote, with travel as required Reports To: Global Program Director