About this role
Purpose
The Global Program Director reports to the Strategic Client Director GCE and is overall responsible for the management of a new strategic client. Ensuring that all services are delivered in a consistent and highly professional manner, managing all commercial aspects of the contract to make certain Securitas is in full compliance with agreed Master Services Agreement, policies and standards across the account.
The Global Account Director is empowered with the responsibility for ensuring the highest possible standards of service delivery and behavioural standards are maintained by Securitas entities and their staff. Maintaining governance and commercial management and evolution of the contract is a critical part of the role.
Leading and building relationships across multiple internal and client stakeholders in several countries, the Global Account Director will be responsible for the mobilisation, development and execution of client excellence for this new strategic client - implementing solutions enabled efficiency programmes whilst growing and strategically developing the partnership between Securitas and this global client.
As part of the Global Clients Europe organisation the successful Global Program Director will be supported by the infrastructure of GCE to help guide the lifecycle of this contract.
Responsibilities:
Serves as a key point of contact to ensure the delivery of high-quality customer service for the client across your portfolio of locations; evaluates service quality and initiates any necessary communication and/or corrective action in a timely manner.
Oversee and manage any service issues and escalations from an operational perspective whilst providing timely updates to the client teams.
Coordinates activity with and acts as the liaison for the Local Team of the respective country and/or region to provide the highest level of service for the client; implements program initiatives as directed by the client and Securitas Global Clients Europe; reports to the client team and Securitas’ Strategic Client Director.
Coordinates and manages all governance of the contract
Manage the key performance indicators process through measurable tracking tools, scorecards, and reporting methods in cooperation with the branch, site, and client’s managers to enhance security team effectiveness and performance.
Participates in strategic budget preparation for guard services and security system deployments.
Initiates, coordinates and assumes responsibility for the identification of operational efficiencies throughout the assigned account.
Provides input to Securitas initiatives; promptly assists in the resolution of legal, financial, human resources, and administrative issues
Identifies and utilizes networking opportunities with Securitas’ other global/national account managers; Implements security industry “best practices”; Works with branch/site management to standardize processes, practices, and service delivery for the account.
Meets regularly with the client’s representatives for account reviews; onboarding; proposal presentation; addresses any actual or potential problems; negotiation of contracts; provides support during start-ups and transitions; supports security planning, assessments, and surveys; coordinates review and update of global and local post orders.
Provides direct resource leadership for Branch Management in all regions for the delivery of high-quality service consistently in all locations.
Maintains a positive, professional environment in full compliance with applicable laws, regulations, policies, and procedures; ensures that staff members understand and comply with applicable laws, regulations, policies, and procedures.
Within the scope of the contract and assigned duties, review appropriate expenditures including equipment, supplies, and vehicles; ensure invoices are correct, delivered, and paid in a timely manner.
Builds and facilitates teamwork and partnerships and the implementation of progressive change.
Performs additional functions, duties, and specific tasks of a similar nature and scope as necessary in order to achieve assigned business objectives.
Assists the client in the evaluation of global security needs and determines the feasibility of delivery of requested or desired service; demonstrates an understanding of and ability to operate in a global business environment.
Assist in global RFI and global RFP responses for assigned client locations as required, including the development of pricing models and strategies; coordinate pricing information from all regions.
Competencies
Leadership
Risk Management - Ability to perform strategic security risk assessment
Decision Making
Demonstrate ability to communicate, present and influence credibly at all levels both internally and externally
Business Acumen & Commercial Awareness
Strategic planning & organising
Relationship building & Networking
Client management & sales development
Managing self and leading others
Resilient
Minimum Required
5+ years in security and risk management, preferably on an international level
Experience of working in the private sector/industry at Senior Account Manager/Director level -
Experience in working with large international clients
You are client centric. You understand the general international business environment you are operating in and the different challenges they face
The ability to bring standardization to a multi-faceted security environment (Systems, Technology, Processes, Reporting)
Project Management experience
Result-driven
Strong problem-solver
Ability to work under own initiative and under pressure when required
Self-confident and open to building new relationships
Comfortable dealing with senior leadership teams of clients
Team player, used to working in a collaborative way to deliver high quality services
Sensitivity to cultural differences and demonstrated ability to bring diverse teams together to work on a common goal.
Make decisions and perform multiple functions and duties with minimal supervision or guidance
Proficient in the use of the O365
Ability and willingness to travel
Perfect in English, both written and verbally.
Excellent communications and listening skills at all levels
Acting always according to the highest ethical standard
Desirable
International experience with security contracts - ideally with experience of critical national infrastructure projects
Security / Health and safety qualifications
Security/Risk Management Qualifications (or working towards)
Reporting to: Strategic Client Director – Global Clients Europe
Location: Flexible in Europe
Language: English (fluent, spoken and written) all other languages are nice to have.