Senior Program Manager

This role owns the end-to-end delivery of strategic customer programs, from planning through go-live and hypercare. The Program Manager is the primary point of contact for customers and builds strong executive-level relationships.

Responsibilities:

• Drive program governance, planning, status reporting, and executive communication to ensure successful program delivery.
• Ensure delivery milestones, commercial commitments, and revenue recognition are achieved within defined timelines.
• Collaborate with Sales and Customer Success teams to identify revenue growth opportunities through change requests, upselling, and scope optimisation.
• Drive customer success by improving customer satisfaction (CSAT), Net Promoter Score (NPS), product adoption, and long-term retention.
• Coordinate cross-functional teams, including Product, Engineering, QA, DevOps, Support, and Customer Success, to ensure seamless delivery.
• Proactively identify and manage program risks, issues, dependencies, and executive escalations.
• Monitor program KPIs, budgets, resource utilisation, delivery quality, and overall business outcomes.
• Drive continuous improvement through process optimisation, automation, and implementation of best practices.
• Foster a collaborative, accountable, and high-performance team culture.

Requirements:

• 8-13 years of program or project management experience delivering enterprise software or SaaS implementations, preferably in the Media and Entertainment industry.
• Experience managing enterprise customers, executive stakeholders and cross-functional teams, along with proven expertise in program governance, commercial management, customer success and revenue realisation.
• Hands-on experience with Jira, Confluence, MS Project, Smartsheet or similar tools is expected.

Skills

Confluence, Enterprise Software, Implementation, Jira, Ms Project, Program, SaaS, Smartsheet