Senior Program Manager

THE ORGANIZATION

At Veridos, we believe unique identities are a human right, granting access to the physical and virtual world. We produce physical and digital identity documents, enable secure lifecycle management, and support implementing sophisticated modern technologies – making life easier for governments and their citizens every day. 

Veridos is a joint venture between Giesecke+Devrient - an international leader in secure technologies, banknote printing, and cash lifecycle systems, and Bundesdruckerei - the German state printing service. This powerful combination of specialist expertise, capacity, and resources allows Veridos to implement a full range of solutions tailored to the changing needs of a country and its citizens.

SENIOR PROGRAM MANAGER, STATE AND LOCAL GOVERNMENT  

Veridos America is seeking a highly motivated and experienced Senior Program Manager to join our team to manage, support, and deliver identity solutions to our clients within the State Government market. This position allows for remote work from within the State of Florida, but is preferably based in the Tallahassee, FL area requiring travel to client sites as necessary to implement solutions, manage client government contracts (State and Local), manager overall program operations, drive customer satisfaction, and conduct regular in-person program operational reviews and meetings. This is a customer-facing role in the motor vehicle sector, the primary focus on DMV accounts. The Sr. Program Manager will report to the Senior Director of Professional Services. 

JOB SUMMARY

As the Sr. Program Manager Specialist, you will be the cornerstone of successful project and program delivery across assigned accounts within the U.S., as well as the primary liaison between Veridos and your designated clients. Your leadership is crucial in ensuring all initiatives align with strategic business objectives, contractual requirements, and are executed on time, within scope, and budget. This multifaceted role involves maintaining robust client relationships through consistent interactions and in-person visits, managing the entire lifecycle of state and local government contracts within the DMV sector. This role is Ideal for a strategic thinker with exceptional organizational and communication skills, along with a customer-centric mindset. This position requires the capability to lead diverse cross-disciplined teams towards project excellence and ensure the highest levels of customer satisfaction and contract compliance. Your proven track record in delivering results within the state and local government contracts, particularly in the DMV sector, will be pivotal in driving our portfolio of projects and programs to success.

KEY RESPONSIBILITIES 

• Oversee the full lifecycle of projects and programs using PMI PMBOK methodologies, ensuring they meet strategic goals and compliance with scope, schedule, budget, and risk.
• Manage the Profit & Loss (P&L) of assigned accounts, monitoring financial performance against forecasts and ensuring alignment with business objectives.
• Develop and execute detailed project and program plans, maintaining robust communication channels to update stakeholders on progress and risks.
• Conduct risk assessments and implement mitigation strategies, coordinating across stakeholders to ensure efficient project execution and conflict resolution.
• Lead and motivate project and program teams, maintaining comprehensive documentation including contracts, change orders, and quality measures.
• Implement quality assurance and post-implementation review processes to enhance future project outcomes.
• Refine the PMO’s best practices and manage change control processes for customer requests.
• Manage a mix of insourced and outsourced field operations teams across multiple DMV jurisdictions, adhering to contractual SLAs.
• Proven expertise in managing the complete lifecycle of DMV sector government contracts, ensuring adherence to all regulations, and optimizing contract performance while effectively negotiating terms to align with business goals while minimizing risks.
• Thoroughly understand and manage all contract obligations and terms.
• Develop and maintain a Requirements Traceability Matrix (RTM) for each contract, conducting regular performance audits to guarantee alignment with contractual obligations.
• Engage in comprehensive business and operational reviews both internally and with clients to evaluate account performance, address issues promptly, and identify opportunities for upselling and modernization.
• Collaborate with the senior management, sales, product development and engineering teams to craft and implement account management strategies and customer success frameworks that contribute to improved Net Promoter Scores (NPS) and enhanced overall customer satisfaction.
• Participate in proposal development in response to RFPs specifically tailored to the DMV market, positioning our offerings competitively.
• Function as the go-to point of contact for all account-related inquiries, managing crisis situations effectively and providing status updates to senior management as required.
• In collaboration with the sales team, develop and maintain relationships with key account stakeholders.

REQUIRED QUALIFICATIONS, EDUCATION AND EXPERIENCE

• This position requires a professional who is adept at navigating complex challenges, driving contract management solutions that meet agency standards and stakeholder expectations, and coordinating complex projects with the capacity to resolve intricate issues effectively.
• Bachelor’s degree from an accredited university, or equivalent professional experience.
• PMP certification from the Project Management Institute (PMI).
• Minimum of ten (10+) years of experience in planning and managing the delivery of technical projects and programs of varying size and complexity within the PMI framework, specifically for US State and Local government initiatives.
• Government (State and Local) contract management experience, with a preference for candidates with a background in the DMV, secure credentialing, or identity space.
• Proven track record of project and program management in multi-jurisdictional contexts, ideally with a thorough understanding of DMV operations.
• Strong business acumen and a technical background capable of quickly grasping and communicating technical, product and solution concepts across diverse audiences.
• Proficient in Microsoft Office software products (Excel, Word, OneNote, Visio, PowerPoint, MS Project) and a working knowledge of SDLC processes, along with industry software development best practices.
• Exceptional analytical, organizational, and interpersonal communication skills, with a laser-focused attention to detail.
• Strong leadership skills, capable of managing and inspiring project teams, and excellent at-risk management, conflict resolution, and stakeholder communication.
• Self-motivated and organized, with the ability to work both independently and as part of a team in a fast-paced, fluid environment with changing priorities.

PREFERRED EXPERIENCE

• Understanding of the DMV market, encompassing its regulations, policies, and evolving trends.
• Acquainted with AWS cloud-hosted platforms, including their architecture, products, and services.
• Knowledgeable about on-premises hosting platforms and their architecture.
• Background in collaborating with teams spread across North America.
• Well versed in team collaboration tools (MS Teams, Slack, SharePoint, Confluence and JIRA)

ADDITIONAL INFORMATION

• This job description is not intended to be all inclusive. The candidate hired will also perform other reasonable related business duties as assigned by their supervisor. The company reserves the right to revise or change job duties as needed. This job description does not constitute a written or implied contract of employment.
• Veridos is an equal opportunity employer and values diversity in its workforce, encouraging applications from all qualified individuals.
• By applying to this position, you are confirming you possess a U.S. citizenship.
• Please note: Reference checks, credit checks, and criminal background checks will be administered on suitably qualified candidates.