Senior Program Manager

The Senior Program Manager, Strategic Service Programs, will play a critical role in leading strategic customer, business, and transformation programs focused in EMEA while supporting global services transformation initiatives across the organization. The ideal candidate is a motivated and inquisitive self-starter who thrives in fast-paced environments, proactively identifies opportunities for improvement, develops actionable recommendations, communicates clearly, and effectively collaborates across global, cross-functional teams.

This role combines program leadership, business transformation, operational excellence, financial analysis and reporting, technology acumen, and strategic execution. The successful candidate will lead complex customer-facing programs and internal initiatives ranging from multi-year programs to shorter-term strategic projects, while helping evolve HID’s growing service portfolio, recurring revenue offerings, operational processes, and service delivery capabilities.

The Senior Program Manager, Strategic Service Programs, must manage multiple concurrent projects, programs, and business initiatives with varying levels of complexity, duration, stakeholders, and business impacts. This includes program planning duties such as requirements management, budget planning, financial analytics including P&L, schedule management, risk management, stakeholder management, communications, and executive reporting.

As our Senior Program Manager, Strategic Service Programs, you’ll support HID’s success by:

• Program Leadership: Lead assigned customer-facing programs, strategic projects, and services transformation initiatives from initiation through successful delivery focused in EMEA. Manage multiple concurrent projects, programs, and business initiatives with varying levels of complexity, duration, stakeholders, and business impacts. Drive program execution to facilitate delivery of all aspects across cross-functional teams including but not limited to Services, Product Management, Engineering, Technical Support, Customer Success, Sales/Pre-Sales, Operations, Finance, and external partners. Develop and maintain program plans including requirements, financial analytics including P&L, schedules, risk registers, dependencies, stakeholder roles and responsibilities, communications, and executive reporting. Identify, analyze, and mitigate program risks and proactively drive mitigation steps, contingency planning, and issue resolution to support business interests. Facilitate executive reviews, steering committees, status meetings, and decision-making forums with appropriate stakeholders. Work with Sales and Pre-Sales to ensure program and project objectives are clear and align with strategic business objectives and customer expectations.
• Business and Financial Analysis: Analyze program financials, business performance metrics, and operational KPIs, tracking against baseline plans of record and routinely reporting overall program performance and financial health including current risks. Support business planning activities through financial modeling, ROI assessments, business case development, and data-driven recommendations. Develop executive-level reporting and insights to support strategic decision-making. Evaluate business opportunities and provide recommendations based on financial, operational, and customer impact considerations.
• Technology and Innovation: Operate and communicate effectively within technical environments involving software, cloud-based solutions, APIs, biometrics, ABIS/AFIS ecosystems, identity management solutions, cybersecurity, integrations, AI-enabled technologies, and enterprise platforms. Leverage AI and automation tools to improve productivity, decision-making, program execution, and service delivery outcomes. Serve as a bridge and liaison between internal business and technical stakeholders.
• Services Strategies and Business Growth: Support and drive services initiatives focused on service portfolio evolution, recurring revenue growth, service commercialization, and scalable delivery models. Identify, develop, and support opportunities to expand recurring revenue streams through maintenance, support, managed services, subscription-based offerings, and other service-based business models. Partner with Services, Finance, Product Management, Sales, and Operations teams to evaluate, develop, commercialize, and optimize service offerings through business case development, pricing strategies, profitability analysis, cost-to-serve evaluations, and portfolio management. Identify and implement opportunities to improve operational efficiency, customer experience, service scalability, governance, performance measurement, and overall business outcomes.

Essential Qualifications: Demonstrated experience managing complex programs and projects across multiple functions, business units, and geographic regions. Strong understanding of program management and execution, risk management, financial management, stakeholder management, change management, and business process improvement. Experience working within structured PMO environments and leading cross-functional initiatives. Strong analytical, financial, and problem-solving capabilities, including business case development, pricing analysis, profitability assessment, cost estimation, ROI evaluation, and data-driven decision making. Demonstrated ability to identify opportunities, respectfully challenge assumptions and status quo, and develop actionable recommendations with limited supervision. Ability to communicate and operate effectively within technical environments involving software, cloud solutions, APIs, and preferably including biometrics and ABIS technologies.

Preferred Qualifications: Experience supporting service transformation initiatives, recurring revenue offerings, service portfolio development, pricing strategy, profitability analysis, or service commercialization is highly desirable. Formal Project Management certifications such as PMP, PMI, PRINCE2, Agile, Scrum, or equivalent are highly valued. Experience participating in Agile environments, including exposure to scaled agile framework, scrum, roadmap planning, Program Increment (PI) planning, backlog prioritization, or similar cross-functional planning activities is highly desirable. Additional languages such as French, German, Spanish, Portuguese, Arabic, or other languages commonly used across EMEA are considered an asset. Familiarity with ERP, ITSM, Customer Support, or Service Management platforms is considered an asset.

Education and/or Experience: Bachelor's degree in Business, Engineering, Computer Science, Information Technology, or related field. Equivalent combination of education and relevant work experience may also be considered. Minimum 10 years of experience in Program Management, Project Management, Business Transformation, Operations, Professional Services, or related disciplines. Experience within technology, software, biometrics, identity solutions, cybersecurity, SaaS, enterprise platforms, or related industries. Experience leading cross-functional initiatives across global organizations.

What we can offer you: Competitive salary and rewards package. Competitive benefits and annual leave offering, allowing for work-life balance. A vibrant, welcoming & inclusive culture. Extensive career development opportunities and resources to maximize your potential.

Why apply? Empowerment: You’ll work as part of a global team in a flexible work environment, learning and enhancing your expertise. We welcome an opportunity to meet you and learn about your unique talents, skills, and experiences. You don’t need to check all the boxes. If you have most of the skills and experience, we want you to apply. Innovation: You embrace challenges and want to drive change. We are open to ideas, including flexible work arrangements, job sharing or part-time job seekers. Integrity: You are results-orientated, reliable, and straightforward and value being treated accordingly. We want all our employees to be themselves, to feel appreciated and accepted.

HID is committed to building a diverse, equitable, and inclusive workforce that reflects the global communities we serve. As an equal opportunity employer, we welcome applications from individuals of all backgrounds, experiences, and perspectives. We evaluate applicants without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other legally protected characteristic. Our goal is to create a workplace that empowers everyone to thrive and be their authentic selves, fostering an environment of mutual respect and inclusivity.