Services Programme Delivery Manager (f/m/d) German speaker

Full-timeJob Field: Project ManagementCandidate Location: GermanyJob DescriptionThe Services Programme Manager (PgM) hybrid position from Cologne owns a strategic portfolio of client-facing and internal related programmes and projects. Beyond managing plans, dependencies, risks, budgets, and stakeholders in multi-workstream engagements, the PgM is the most senior member of a strategic account. Sitting in a strategic seat, PgMs are tasked with becoming a trusted advisor to the client, understanding client requirements and helping drive conversations back to Sales and Delivery to support the growth of strategic accounts.Using PM methodology and ITIL practices, the PgM will be the day-to-day senior representative of the Services team, interacting frequently with the client to ensure requirements are understood, expectations are met, and technical concerns and opportunities are addressed. The role ensures the profitability of the services delivered through rigorous governance, reporting, and continual improvement; and oversees the planning and execution of technology operational changes, support enhancements and maintenance to meet contractual needs and handle Incident Management.In addition to being the key point of contact between their Services clients externally, the PgM will be responsible for working directly with the Services Delivery Teams as an internal client, to identify and drive continuous improvement and increase operational efficiency; collaborating closely with Business Development, Commercial Operations, Finance and Account Management to ensure the customer has an unparalleled customer experience.They also may manage other services project managers within complex engagements and coach junior staff to elevate delivery standards across the organization.Key responsibilities and accountabilitiesServices Project ManagementDefines, implements and manages the overall programme strategy, ensuring all projects align with organizational goals across multiple projects and workstreamsEnsures all project deliverables meet the required quality standards and conform to company policiesWorks closely with Business Development and the client to build out additional project opportunitiesCreates and monitors programmes and project artifacts, such as and not limited to:Level 0 through to Level 3 PlansEarned Value Management (SPI / CPI)Scope of work (Change Log tracking)Executive level Risk, Issue & Opportunity ManagementTracks Benefit and Value Realization across programmes and projectsEnsures testing and deployment best practices adhered to throughout programmeCreates communications plans to ensure all levels of programme are informedCoordinates and facilitates meetings/ceremonies with customers and internal teamsEnsures Service Level and Operational Level Agreements are managed and met, and leads potential dispute resolution around Service Level Agreements between Adaptavist and the clientFacilitates problem/incident management and change management as neededIdentifies, recommends and executes on areas for continual improvement for key service management processes and strategy, to ensure smooth running of services and high customer satisfactionPlans and executes periodic business and innovation reviews to ensure key account retention and customer satisfactionFinancials and ReportingCreates programme plans and burndown reports for clients and internal teams for status transparency.Manages client project budgets, resourcing, and ensures accurate forecastingPulls together and clarifies Key Performance Indicators and costsReports on profitability and margins, in order to fulfil monthly accrual revenue and margin data for C-level executivesSupports decision-making through strategic reportingEnsures commercial performance and controls revenue through effective pricing strategy development, margin control and revenue risk analysis.Facilitates the payment process through invoice management and internal collaboration with the finance teamConducts gap analysis and identifies opportunities for upsell/service improvement and revenue growth for existing service customersLeadershipEmbodies Consultative Mindset - client-focused, builds trust and seeks to drive value to customersDefines procedures and best practices when change requests are required, leading the change control processSupervises and coordinates the activities of the parties involved in the programmeLeads continuous improvement of delivery processes, templates, and PMO standards, contributing to lessons learned and knowledge managementCoaches and mentors junior project managers and coordinators to uplift delivery maturityPartners with Account Management/Sales and the Delivery Team Leads through pre-sales support and account planning to successfully qualify, scope and propose optimal solutions for prospective Services customersEducates internal staff on services, customer experience concepts, the PMO value proposition, and internal SOPs, ensuring smooth coordination across cross-functional teamsBuilds the knowledge base of Adaptavist PMO through contributions to lessons learned logsActs as an advocate for external and internal clients, potential partners and industry playersQualificationsRequiredBilingual in German and EnglishAdvanced understanding of Project Management and Software Engineering methodologies (i.e., Agile, SAFe, Waterfall, PRINCE2 for Agile Scrum Master, Product Management etc.)Chairing strategic advisory meetings with clients and managing stakeholders at senior levelsExperience with account management and Sales to support growth of accountsExperience with ITIL frameworksSkilled in building rapport, client trust, and developing long-term relationshipsHas experience gathering requirements and defining problem statements for clientsAbility to manage large-scale projects and programmes with multiple workstreamsAbility to work seamlessly in a team-oriented environmentAbility to handle a variety of tasks independently and efficientlyProactive, persuasive, energetic personalityDetail oriented and clear communicator with superior organisation skillsStrong communication skills and confident in working with stakeholders at all levelsExperience in incident, problem and change managementA general understanding of the pre-sales process in a services contextWorking experience with business development teams on proposals and pitchesKnowledge and or experience of various IT digital transformation themes: Cloud, ITIL, Agile, DevOps, Work ManagementStrong understanding of software development lifecycle (SDLC) and best practicesPgMP or related certificationKnowledgeable in a wide variety of ecosystems, including Atlassian, Gitlab and monday.comExperience in contributing to Client-facing Service Reviews and other workshop activities #J-18808-Ljbffr