Program Director

Job Title: Program Director 

Location: Remote

 

About Sapiens:

Sapiens International Corporation (NASDAQ and TASE: SPNS) empowers the financial sector, with a focus on insurance, to transform and become digital, innovative, and agile. Backed by 40 years of industry expertise, Sapiens offers a complete insurance platform, with pre-integrated, low-code solutions and a cloud-first approach that accelerates customers’ digital transformation. Serving more than 600 customers in 30 countries, Sapiens offers insurers across Property & Casualty, Workers’ Compensation and Life markets the most comprehensive set of solutions, from core to complementary, including Reinsurance, Financial & Compliance, Data & Analytics, Digital, and Decision Management. Sapiens’ team of more than 5,000 employees operates through our offices in North America, the UK, EMEA and Asia Pacific.

Job Description: 

 

The Program Director is the strategic link between the client and Sapiens for both operations and innovation. The Program Director is a business executive who understands and manages the delicate balance of ensuring profitable growth of Sapiens’ business in a defined account/territory, ensuring quality project delivery, achieving its financial targets while assuring that the customer's satisfaction and loyalty are optimized. This position is the central, most significant, and senior role at the heart of Sapiens’ customer-facing operations. The effective and efficient execution of the Program Director role governs the overall business performance of the company and is hence seen as critical by the company. The Program Director has ultimate responsibility for the customer and although cooperation and teamwork are required, it is this person who has the final authority regarding customer-facing matters. 

 

Key requirements for the role: 

Technical knowledge, service delivery and relationship management skills, cultural, leadership, political and geographical management capabilities & ability to: 

• Connect between the business stakeholders and Sapiens team. 
• Resolve issues related to budget, resources, tech constraints. 
• Conduct planning and roadmap for all the services provided to Customer. 

 

Key Responsibilities:

Delivery: 

• Responsible for planning and managing the service delivery on a day-to-day basis. 
• Accountable for all Sapiens delivery across all work streams & responsible for commercial engagement. 
• Monitoring of service delivery performance and escalated issues across all key service metrics. 
• Release manager for any release deployed to production.  
• Strong connectivity and alignment with onshore and offshore teams to coordinate delivery. 
• Strong connectivity and alignment with customer on-site team (in particular Delivery Mgr’s) to meet delivery targets. 
• Responsible for delivery of change outcomes in alignment with the Customer delivery roadmap. 

Customer Management: 

• Overall local Customer relationship management. 
• Responsible for team engagement and embedding Customer values and behaviors to drive cultural alignment, contribute to organizational change management. 
• Understand Customer and business strategies and how these align to industry trends, discuss value propositions. 

Operations: 

• Operational excellence/cost and forecasting management. 
• Resource planning, Recruitment, management, and logistics, including utilization. 
• Ensure adherence to Customer Business Systems and PMO standards, tools, and processes – as agreed during transition & Issue and Risk Management. 
• Set and agree annual KPIs around Improving efficiency, delivering of value. 
• Contract management and commercials, Incident manager in case of production incident.  
• Responsible for the customer’s work pipeline and roadmap, presentation of it to the business. 

Reporting: 

• Management Reporting, Present Sapiens monthly and weekly service reports, monitoring, tracking, and reporting on progress, SLA, KPI, Operational meetings, report of officers, scorecard meetings & Key presenter and facilitator of Quarterly review meetings Sapiens-Customer.  

 

Skills and Experience: 

• 15+ years background in the IT industry. 
• Insurance expereinec (ideally focused around Life & Annuities) required
• Excellent client relationship management skills and the ability to play a trusted advisor to C-level customer executives. 
• Experience with all aspects of project management practices. 
• A history of delivering projects meeting requirements, on schedule and on budget. 
• Experienced in working in a glob