Position Summary: The SPM role will have overall responsibility for managing a team that delivers excellence for one or more complex programs. The role requires an independent yet collaborative approach with management to deliver customer excellence. The SPM will be responsible for driving team performance, financial growth and innovation on a daily basis. The role requires regular interaction with the wider Lionbridge teams and sites. Also intimate knowledge of the customers and proactive engagement are a must for this senior role.
Act as first point of contact for new clients within the Customer Org. Forge strong relationship with the customer interfaces, understand the client team dynamic, their business goals, priorities and challenges.
Overall financial ownership for one or more programs. Gather and review financial reporting, VAR, Labour and PCM results, customer complaints and KPI data, together with the responsible PM
Actively lead pre-sales effort to win and onboard new customer, leveraging own experience and the experience from supporting teams within Lionbridge
Ensure the accuracy of financial project data, workflows, schedules and processes to maximize efficiency and profitability for one or more complex programs
Bring the accounts to a new level of delivery, bring high level of value add to the account - improved processes, innovation, efficiencies, ensuring your team consistently exceed quality standards
Participate in customer requirements planning and ensure that account teams are aligned with current and future customer requirements. Drive Quarterly Business Review [QBR] processes together with the client. Focus on upselling and optimisation during weekly and quarterly meetings
Overall responsibility for the timely flow of all account project actions from initiation to delivery, ensuring that projects meet quality, turn-around time and budget expectations
Contribute to global initiatives, meetings and process and system enhancements for one or more complex programs
Set objectives and training requirements for PMs in the team and coach and help them to achieve growth and development in their role. Deliver input for formal performance reviews to upper management
Report on a regular basis to GPM/GPD, Director or Program Management and Site Management
Monitor daily work and performance of PMs in the GDCs and assist with development plans for team members. Address inadequate and reinforce good performance
Participate in development of SLA and SOW docs as well as RFP processes
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