Program Manager, Global Clients

il y a 2 semaines

Machelen, Belgique Securitas Temps plein

**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 p

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