Senior Program Manager

Scope

Reporting to the Global Enterprise Delivery partner, the Program Manager (PM) is to take a dual responsibility of delivering successfully customer-based programs and be accountable for activities associated to service delivery. This latter responsibility encompasses Customer Satisfaction, Project Governance and Project Accounting. These responsibilities will be further outlined below.

Responsibilities

Stakeholder Management

• Identify and map key stakeholders for the program, their associated objectives and expectations for Zifo
• Identify and implement ways of working and communication channels to ensure the program is executed while maintaining a shared understanding of current progress, key factor of success and blocking points with Sanofi key stakeholders
• Maintain a good level of proximity with key deciders on customer side and act as a strategic partner to support customer strategic roadmap definition
• Get to the right level of escalation when pre-requisite for successful delivery are not met.

Program Governance

• Ensure key governance touch points are organized at the right frequency with relevant participation of key identified stakeholders.
• Organize and animate operational weekly touch points with the program team, identifying progress and blocking point
• Define the KPI’s with the engagement project manager and customer to ensure that progress can be measured and share this with the customer. Communicate any KPI’s/Metrics define to the project team, including how the customer will measure success.
• Participate to Zifo feedback mechanism to capture customer satisfaction/dissatisfaction, sharing the feedback with the involved Zifo team.
• Manage any dissatisfaction through Zifo dissatisfaction application, ensuring that the customer is fully aware of the mitigation steps that are put in place. Ensure that the resolutions are monitored and report on progress/adoption of any resolution.
• Create a clear communication plan with the customer, including Status & Governance meetings and escalation processes.
• Create a clear Role & Responsibilities matrix to clearly define these within the project structure.

Project Resources management

• Ensure that appropriate resourcing is in place for the delivery of the project. Align requirements with the Solutions Team manager. Ensure that the capabilities of the resources match those proposed to the customer as part of the Statement of Work.
• Ensure the delivery from remote team is maximised. Be mindful of the local/remote resource mix, ensuring that the mix of resources align to the strategic need of Zifo.
• Ensure that the team allocated works as a team and not only as individuals.
• Support and coach stream leader and/or coordinator
• Resolve any resource conflicts or performance issues that arise during the lifecycle of the engagement.
• Ensure that resources allocated to an engagement are fully utilized and that their time is billable towards the customer.Where there are barriers to work address them directly; escalate to CSM or Functional Head to ensure we either achieve the revenue or reallocate people.
• Anticipate / prevent / solve deviation between planned effort and actual effort for future periods. Discuss with the PM or engagement lead on tactics to prevent under-utilization.
• Ensure that the People Allocation system is fully up to date with allocated resources defined – this should include both in-flight and pipeline projects.
• Keep the Utilization forecast up to date for on-going plus 2 months for in-flight projects, including the local v remote ratio value.

Project Accounting

• Be accountable for the setting up of the Project Accounting in the Zifo systems, ensuring that a Billing & Invoicing entity is available, Project framework is in place and Effort tracking activities are set for time management.
• Monitor and update the Legal Entity splits as project team adjust across the project lifecycle.
• Monitor the budget of the project and report this to the customer, monitor the current status and predict future spend to provide early warning of over or under spend on the customer budget.
• Ensure that all time is properly recorded in the time tracking system. Any missing time is quickly resolved and any disputes on billable / non-billable time are mitigated.
• Ensure that all time recorded on a Time & Material project is invoiced to the customer.
• Review time tracked and make reasonable assessment of the time recorded to round time to the agreed billing rules as set out in the SoW or to a reasonable minimum level. Assess the non-billable time recorded on a project and requalify this as seem fit.
• Make sure that billing is done on time according to the financial internal processes. Ensuring that any billing advice, billing approval are provided to / received from the customer depending on their requirements.
• Manage any invoice anomalies from the Customer or as indicated from the Invoice team.

Internal Tasks

Contribute to people performance evaluations by reporting performance appraisals to consultants’ line managers
Continuous Service Improvements, identify and lead initiatives to improve Zifo’s delivery process and enhance the Zifo culture.

Customer Management

• Work collaboratively with the Customer Support Managers on a customer account. Provide support in pre-sales activities, review SoWs and monitor the Project pipeline to anticipate future demand.
• Customer sensing can be a shared collaboration with the CSM, define schedules for feedback and share, identify weaknesses, celebrate success and involve the customer.
• Where new opportunities present themselves during customer interactions share these with the CSM and build the pipeline for future projects.
• Share communication responsibilities with the CSM, Delivery Managers focus on the in-flight activities and CSM on future opportunities.

About you

Experience

• You have a significant experience in project and program management, delivering complex program on multiple years horizons
• You have a significant experience in consulting and are aware of associated quality expectations
• You have some experience demonstrating some great stakeholder management skills
• You have some experience of biopharma or biotech companies
• Having some experience of working with remote team is a strong plus

Knowledge

• Background knowledge of pharma industry specificities is a must have
• Knowledge of pharmaceutical CMC processes is nice to have
• Knowledge of BIOVIA solutions is nice to have

Languages

• English fluent is a must have
• French fluent is a strong plus  

What is Zifo: 

Zifo RnD Solutions is a fast-growing global organization with a presence in US, UK, Germany, France, Japan, China, Singapore, Switzerland, Spain, Ireland, Canada and India. Zifo helps organizations strategize, design, implement and support their systems in the areas of Laboratory Informatics, Scientific Data Management, Clinical Biometrics, Genome Informatics and Compliance Solutions.

If you are attracted by the idea of joining a team where the employee is integral to the success of the company, where trust, empowerment and self-development are more than just words…. then Zifo could be the Company for you.  Here at Zifo, these values are the backbone of our culture.

We offer an attractive salary in addition to a competitive benefits package and look forward to receiving your application. Send your resume to eu.careers@zifornd.com and visit our website at www.zifornd.com