Information Technology Program Manager / PMO

Job title : IT Program Manager

Location : Madrid (twice a week)

Job Type : Contract

Summary :

The IT Program Manager is responsible for the end-to-end management of customer-specific IT programs, acting as the single point of contact for all IT Delivery, release management, and account management activities. This role ensures the successful planning, execution, and delivery of IT projects and change requests, while proactively managing customer relationships, solution strategy, and ongoing support. The Customer Program Manager leads the IT work stream, coordinates activities across internal and external teams, and serves as the central point of communication for progress, issues, risks, quality, and budget control. The role is pivotal in aligning IT demand with business objectives, driving customer satisfaction, and ensuring operational excellence.

Key Accountabilities

Manage all program and project resources to deliver customer-specific IT programs, projects, and releases within agreed timescales and budgets

Serve as the single point of contact for the customer, ensuring clear communication, transparency, and alignment of IT activities with customer priorities.

Own the IT business relationship, proactively identifying customer needs, and aligning technology initiatives accordingly.

Lead the intake, assessment, planning, and execution of change requests (CRs), ensuring requirements are gathered, analysed, and delivered to meet customer expectations.

Oversee the end-to-end release management process, ensuring effective coordination across development, testing, deployment, and post–go-live support, while applying the hybrid-agile framework of the VIP Customer Program

Prepare and maintain all required program and project documentation, including plans, budgets, risks, issues, change controls, business requirements, specifications, test scripts, and cutover plans.

Ensure compliance with company standards and customer requirements, maintaining high-quality documentation and reporting.

Prepare and deliver management presentations and status reports to internal and external stakeholders.

Manage service providers and internal teams to deliver high-quality, value-for-money solutions.

Support business development efforts, including pre-sales activities, solution design, and customer engagement for renewals or new opportunities.

Maintain and update solution / project documentation repositories and trackers.

Participate in and / or lead customer and project meetings, acting as a customer / process expert to ensure business objectives are achieved.

Ensure all IT activities are properly reported for billing and compliance purposes.

Foster positive working relationships across business, IT, and external customers, acting as a trusted advisor and advocate for the customer.

Essential skills

Fluent in English.

Bachelor’s degree in IT, Computer Science, Logistics, or a related field.

Formal Structured Project Management qualification - e.g. Prince II, PMP, AGILE

Experience

~5–7+ years in IT project / program management, account management, or customer-facing roles in logistics, supply chain, or related industries

~ Proven experience managing project teams and customer relationships

~ Proven experience in managing project teams.

~ Experience with WMS implementation projects.

~ Experience participating in workshops to collect requirements and conduct gap analysis.

~ Experience with requirements gathering, business analysis, and process improvement.

~ Experience working in Agile environments (Scrum, Kanban) and waterfall.

~ Change management skill.

Software tools : Jira, MS Planner, Smartsheet or similar.

Specialist Knowledge & Skills

Stakeholder management, decision-making, problem-solving, planning, issue / risk management, documentation, resource control, time and budget management.

Skilled in transversal management, driving alignment and collaboration beyond hierarchical boundaries.

Strong priority management and program-level strategic planning skills.

Proven analytical skills and attention to detail.

Experience in leading or participating in workshops to collect requirements and conduct gap analysis.

Commercially awareness

Desirable

Experience with TMS, Blue Yonder WMS or Manhattan Active WMS are highly desirable.

Knowledge of WMS Logistics warehouse solution.