Sr. Director UK/EU Service & EMEA Program Management

Job Description


  • Provide oversight and leadership for program portfolio which includes program performance, customer satisfaction, key account penetration and business growth through excellent execution and communication
  • Management of budgets, costs, estimates to complete, invoicing, receivables and unbilled receivables
  • Establish and maintain structure and a customer accountability culture
  • Accurately forecast, track and report contract revenue, program billing and invoice collections
  • Proactively manage customer escalations with clear and executable mitigation/recovery plans
  • Able to simultaneously manage interdependent programs and interface with customers (internal and external) effectively
  • Works with Engineering and Sales on proposals and negotiations
  • Focus on continuous improvement and devise ways to enhance efficiency and productivity
  • Actively drive improvements in the business to better support programs through data analysis
  • Prepare weekly and monthly program reports and keep senior management informed
  • Ensure risks are communicated in a very proactive manner and prevent serious issues from occurring through in depth mitigation planning and timely escalations
  • Ensure program operations and activities adhere to legal guidelines and internal policies
  • Field service operations: Provide first-line or backup on-site field service installation of systems, maintenance and troubleshooting to ensure a smooth and rapid start-up for customers.
  • Manage Training and Development organization for both customers and technical services staff.
  • Develop and maintain excellent relationships with customers and service partners, ensuring a high level of satisfaction through escalations, proactive attitude and actions to monitor/optimize customer outcomes.
  • Ensure an efficient geographical field coverage aligned with customer needs.
  • Accountable for Environmental, Health and Safety for Field activities.
  • Provide continued communication across organization for key accounts via field service operations KPI, dashboards and identified continuous improvement initiatives.
  • Develop proactive account plans to prevent and predict issues.
  • Learn, use and deploy appropriate corporate tools to support the business.
  • Ensure that field engineers have necessary tools to perform their activities.
  • Ensure the team records information related to installations, training, customer support and follow-up.
  • Frequent reporting of performance as it relates to cost and revenue growth performance.
  • Build strong relationships with regional/country Sales teams; give inputs to Service Business Development efforts to design attractive service value proposition and identify business service opportunities.
  • Develop long term value-based relationships with key accounts.
  • Maximize customer loyalty and satisfaction. Focus on voice of the customer.
  • Team Development. Hire, develop, train and coach field staff.
  • Ensure associates attend and complete all required trainings satisfactorily and on time.
  • Is responsible for managing and supporting both administrative and field service operations staff, in addition to regional Service Partners and Distributors and at times their end-users.
  • Ensures that performance is managed within the stated key performance indicators and that quality standards are maintained.
  • Assumes ownership of customer satisfaction, team development, growth and profitability.
  • Is accountable for all aspects of service management including driving stability and issues resolution to best protect business operations. 
  • Closely participates in major incidents, driving problem management to identify and remove root cause to prevent reoccurrence of related future issues. 
  • Monitors the overall level of service provided by Service Partners, including trends on service level performance on incidents, requests and changes involving end users. 
  • Support benchmarking efforts to ensure best in class performance in the market. 
  • Reports, communicates and updates periodically to relevant stakeholders on the on-going operation of services, process management and improvement programs. 
  • Manages, measures and ensures that the organization is achieving agreed levels of customer satisfaction. 
  • Attend operational and project status meetings as required. 
  • Support budgetary management by delivering financial reporting and reconciliation, and performs administrative duties related to scheduling, invoicing and financial analysis. 
  • Provides expert management support to difficult, high profile customer issues and ensures root-case analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit. 


• Fluent in English mandatory. 
• Valid driving license and Passport.
• Proficient in Microsoft Office applications, Teams, Powerpoint, Excel, e-mail, web browsers, Project etc.
• Proficient with ERP and CRM systems. Experience with Microsoft Dynamics a plus.
• Superior communications skills (both written and verbal)
• Experience in the x-ray scanning and security screening preferable
• Familiarity of NOC operations a plus
• Cybersecurity best practices a plus
• Education: Bachelor's Degree, MBA preferable
• Seasoned professional with demonstrated leadership experience with 15+ years of program management and 10+ years of functional management experience
• Proven track record of producing results and leading organizational changes
• Contracts, finance or legal background/certification/degree a plus
• A business acumen with a strategic ability
• Strong contract/scope/finance/negotiation skills
• Ability to operate under extreme pressure, juggle multiple priorities, and resolve complex program issues while meeting customer and business objectives
• Considerable flexibility and creativity of methods and strategies used to meet program goals 

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Job Overview



Date Posted:

Posted 1 week ago

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