Program Manager

Working daily with the 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

• Ensure identification of key stakeholders in collaboration with your manager
• Maintain regular touch point with each identified key stakeholder, including customer program sponsors
• Get to the right level of escalation when pre‑requisites for successful delivery are not met

Program Governance

• Ensure key governance touch points are organized at the right frequency with relevant participation of identified stakeholders
• Organize and animate operational weekly touch points with the program team, identifying progress and blocking points
• Define the KPIs with the customer to ensure that progress can be measured and share this with the customer. Communicate any KPI/metrics defined to the project team, including how the customer will measure success and added value
• Participate in the Zifo feedback process to capture customer satisfaction/dissatisfaction, sharing the feedback with the involved Zifo team
• Manage any dissatisfaction through the 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
• Monitor Project/Program budget and document it properly for the customer

Project Resources Management

• In collaboration with your manager, ensure that appropriate staffing is in place for the delivery of the project. Align requirements with the Solutions Team manager. Ensure that the capabilities of the team members match the Statement of Work
• Ensure that the delivery staffing aligns with Zifo strategy by maximizing the remote team based in Chennai compared to the local (EU) team
• Ensure that the team allocated works as a team and not in silos
• Resolve performance issues that arise during the lifecycle of the engagement
• Ensure that the team allocated to an engagement is fully utilized and that their time is billable towards the customer. Where there are barriers to work, elevate to your manager
• Anticipate / prevent / solve deviation between planned effort and actual effort for future periods. Discuss with the PM or engagement leads on tactics to prevent under‑utilization
• Ensure that the People Allocation system is fully up to date with allocated people defined – this should include both in‑flight and pipeline projects

Project Accounting

• Monitor and update the Legal Entity splits as the project team adjusts 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 CSM on a customer account. Provide support in pre‑sales activities in collaboration with your manager
• 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 your manager

About you

Experience

• You have previous experience in project and program management, delivering complex programs
• You have previous experience in consulting and are aware of associated quality expectations
• 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 manufacturing and supply area is nice to have
• Knowledge of lab level instrument management is nice to have

Languages

• French – fluent / professional level mandatory

Who are Zifo RnD Solutions

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.