Program Manager

Descrizione del lavoro:

Customer Services in Sage are on a transformation journey leading the way with key AI programmes and technologies to transform the experience for our partners, customers and colleagues. This role is essential to that journey.

The role is accountable for the successful leadership and delivery of complex, cross functional programmes that drive transformation, efficiency, and customer experience improvement across Customer Support Operations (CSO).

Operating within the CSO Portfolio and Execution framework, the role ensures alignment to CSO strategy, disciplined governance, effective risk and dependency management, and measurable business outcomes. The Programme Manager acts as a key bridge between CSO leadership, technology, product, and operational teams.

The programme manager will manage teams of multidisciplinary colleagues in a virtual and matrix environment to ensure programme delivery is executed to the highest standards and risks and issues are effectively identified, managed and mitigated. With a broad range of senior stakeholders, the programme manager must be able to communicate, challenge and influence at all levels, up to the most senior within the organisation.

Hybrid - 3 days in office (Newcastle or Winnersh)
Programme Management

* Own end to end delivery of one or more strategic CSO programs, spanning discovery, delivery, embedment, and benefits realisation.
* Translate CSO strategic objectives into coherent, executable program workstreams and roadmaps.
* Ensure delivery within agreed scope, timeline, quality, and budget, escalating proactively where required.
* Lead and coordinate Project Managers and workstream leads across multiple initiatives.

Governance & Portfolio Management

* Operate within the CSO Execution Playbook and Portfolio governance model.
* Prepare and present clear, concise program updates for CSO leadership forums, including risks, issues, dependencies, and decisions required.
* Own program level RAID, dependency mapping, and milestone tracking.
* Support intake, prioritisation, and capacity planning in partnership with the CSO Portfolio team.

Stakeholder & Change Leadership

* Build strong relationships across CSO, Technology, Product, Finance, and Change teams.
* Act as the primary point of accountability for senior stakeholders within the program.
* Ensure effective communication, engagement, and alignment across global and regional teams.
* Partner closely with Support Readiness and Change leads to ensure operational adoption and readiness.

Financial & Benefits Management

* Own program level financial tracking, forecasting, and reporting.
* Support business case development and investment decisions.
* Track benefits realisation post delivery, ensuring outcomes are measured and reported.

Continuous Improvement & Capability Uplift

* Identify opportunities to improve CSO delivery practices, tooling, and standards.
* Coach and mentor Project Managers, supporting maturity of delivery capability.
* Contribute to the evolution of CSO portfolio, governance, and delivery frameworks.

Your benefits:

* Generous bonuses and pension scheme: Up to 8% matched pension contribution plus 2% top-up by Sage.
* 25 days of paid annual leave with the option to buy up to another 5 days
* 8 bank holiday days
* Paid 5 days yearly to volunteer through our Sage Foundation
* 50% income protection
* Holiday buy + sell
* Comprehensive health, dental, and vision coverage
* Work away scheme for up to 10 weeks a year
* Ongoing training and professional development
* Hybrid working
* Healthy Mind app membership
* Access to various helpful memberships for finances, health and wellbeing

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