Information Technology Program Manager

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

Experience

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

Specialist Knowledge & Skills

Commercially awareness

Desirable

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