Program / Engagement Manager

We are looking for an experienced Program / Engagement Manager to lead complex, multi-country enterprise software engagements for some of our largest and most strategic financial-services customers.

You will provide program level leadership across multiple concurrent customer projects and workstreams, which may span countries, solutions, and delivery teams. Individual projects may be led by dedicated Project Managers; your responsibility is to ensure they operate as a coherent overall program with aligned plans, priorities, dependencies, governance, commercial management and customer outcomes.

Key Responsibilities

• Lead complex programs and strategic customer engagements, translating business and customer objectives into an executable delivery strategy across multiple countries, solutions and workstreams.
• Own the integrated programme plan and delivery approach, aligning milestones, critical paths, dependencies, priorities, resources and capacity across concurrent workstreams and cross-functional teams.
• Directly manage end-to-end project delivery where required, from initiation and planning through design, build, testing, production readiness, go-live and transition to support.
• Establish and lead program governance, including executive steering committees, decision papers, programme health reporting and disciplined management of scope, RAID, actions, change and escalation.
• Act as a senior point of contact for customer and Visa leadership, building trusted relationships, setting expectations, negotiating practical outcomes and translating complex information into clear recommendations and decisions.
• Own commercial and financial performance, including Statements of Work, budgets, forecasts, resource consumption, invoicing, scope and financial change, commercial exposure and delivery margin.
• Manage programme risks, issues and cross-functional dependencies, establishing ownership, resolving conflicts, escalating early and leading route-to-green or recovery plans for at-risk projects.
• Oversee hosted and on-premise delivery, ensuring infrastructure, integration, data, security, compliance, regulatory, testing and production-readiness requirements are addressed in delivery plans.
• Champion customer value and delivery capability, balancing contractual commitments, technical constraints, risk and commercial considerations while coaching Project Managers and improving PMO standards, tools and ways of working.

Qualifications

• Proven experience leading complex, customer-facing software or systems-integration programs and projects, ideally within enterprise technology environments and across multiple workstreams, teams or locations.
• Strong program and project management capability, including integrated planning, RAID and dependency management, critical-path oversight, scope and change control, delivery reporting and recovery planning.
• Experience coordinating commercial, product, engineering, data science, implementation, support, supplier and customer stakeholders across systems, interfaces, infrastructure, data, security, testing and deployment.
• Commercial delivery experience, including working with contracts and Statements of Work, identifying and controlling scope change, managing budgets and forecasts, and delivering against commercial commitments.
• Strong customer and stakeholder leadership, with the confidence to set expectations, influence without authority, facilitate executive forums, negotiate practical outcomes, provide constructive challenge and lead difficult delivery conversations with senior, technical and non-technical audiences.
• Ability to operate with autonomy and sound judgement, bringing structure, clarity and direction to ambiguous or complex delivery situations.
• Sufficient technical understanding to engage credibly with delivery teams, challenge assumptions and translate technical issues into clear impacts on scope, schedule, cost, risk, quality and customer outcomes.
• Experience delivering hosted and on-premise enterprise software within environments subject to formal security, compliance, regulatory, governance and change-management requirements.
• Working knowledge of recognised project and program management approaches, such as PMI, PRINCE2 and Agile, with the judgement to apply proportionate controls based on the delivery context.
• Fluency in Spanish and English, with the willingness and ability to travel to customer locations for executive governance, project kick-offs and key delivery milestones.