Project Manager - Senior

Job Description

The Senior Project Manager will play a mission-critical role in driving the successful execution of service model 20, a high-impact program aimed at transforming service delivery through automation, innovation and customer-centricity This role goes beyond tranditional project management, requiring a strategic thinker, strong executor and change champion Key Program Leadership & Governance: Provide end to end ownership of Service Model 20 program lifecycle - from planning and scoping to execution and closure Establish clear governance structures, steering committees and escalation mechanisms Ensure alignment with broader organizational goals and strategic priorities Strategic Planning & Road-mapping Collaborate with executive sponsors and cross-functional leaders to define the transformation roadmap Translate vision into actionable workstreams, milestones and KPIs Continuously adapt plans in response to internal feedback and market changes Stakeholder Engagement & communication Serve as the central point of contact across business units, technology teams, operations and external vendors Drive regular communication through dashboards, updates and executive reporting Manage expectations, resolve conflicts and foster transparency Operational execution and delivery excellence Lead cross-functional teams to ensure timely, quality-driven, and cost-effective delivery of program components Drive process redesign and automation initiatives across legacy and modern systems Implement risk mitigation plans and monitor interdependencies Customer impact & transformation enablement Ensure that solutions are aligned with the needs of both current and future customers Work closely with service, sales and delivery teams to embed new ways of working support adoption through training, change management and feedback loops Performance measurement and continuous improvement Track performance against agreed KPIs and OKRs Analyze data to provide insights and make iterative improvements Promote a culture of learning and innovation within the project team Change Leadership Act as a transformation ambassador, helping teams embrace new processes and mindsets Guide change management efforts to ensure smooth transition and sustainability Reinforce program value and celebrate success milestones I am part of Digital Technology leading Service Model 20 program I am responsible for the successful delivery of this program and ensure all the milestones are kept on track This role will be reporting into me