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Program Manager en Madrid

Descripción del empleo

Summary Description:

  • Contract Business Manager is responsible and accountable for the management of the contract in all its components, with specific focus on the delivery of end to end customer services, dispute management, cost management and business development within customer account.
  • Responsible to coordinate customer relationship (customer engagement), relation between TIWS PMO team, O2 team, partners, and to lead O2-TIWS relationship model to develop business model.
  • Leads the management of post contract changes and contract disputes, working with the applicable internal organizations, to resolve issues with the customer.
  • First point of contact for the customer relating to contract issues


Key Deliverables for the role:

  • Contract Management. Implement of the E2E Contract Management approach as part of the Business Unit strategy, involving relevant stakeholders. Be the representative of the Contracts process within the Business Unit.
  • Stakeholder management. Manage the relationship with the various stakeholders within the Contracts domains, to ensure the processes rolled out to the Business Unit are consistent with best practices.
  • Compliance assurance. Ensure compliance with contractual commitments.
  • Centralize all processes in a single area in order to ensure continuous communication with the business Unit and customer requirements.
  • Support and synergies creator. Support of the ongoing project sales process, fixing issues, being the main thread between the Pre-sale and Post-sale processes. Support of internal and external customers regarding quality- and cost-optimized as well as business model.
  • Internal commitment. Ensure compliance with all relevant Telefonica guidelines and implementation of the Telefonica Process
  • Business Development within the account (in coordination with sales team); responsible to replicate model with other offers and customers.
  • Best practices promoter. Best practice contract design of commercial sourcing models (Telco contracts, managed services contracts, outsourcing contracts etc). Ensuring an internal and external governance process and continuous analysis of contract performance in terms of time, quality, quantity and cost
  • Planning offers. Independent and autonomous planning and execution of offers including contract negotiations of service contents and costs in cooperation with relevant partners (Finance, operations, Procurement, Legal etc.)
  • Governance and reporting. Ensuring an internal and external governance process and continuous analysis of contract performance in terms of time, quality, quantity and cost. Monitor and report of defined key figures as well as development of improvement options.
  • Leading negotiations. Leading where appropriate contract negotiations with customers’ senior managers and attorneys.
  • Contract and SLAs modifications. Implementation of Contract Change Management including SLA Management in coordination with all internal departments.
  • P&L Management. Support and responsible for P&L, budget planning and finance control as well as auditing for sourcing relevant topics, based on Business Case agreed.



  • At least 10 years’ professional experience in contract management, commercial area or Business development of large TELCO organizations bringing International services for Corporate segment´s customers. Extensive contract review, risk assessment, negotiation, and risk mitigation experience. Ability to work through business and legal issues
  • Strong experience managing customer relationship (up to executive level), expectations, escalations and crisis
  • Experience in Financial Planning, International Group Experience, Operational Experience (Sales and Product Development).
  • Proved experience with offer processes and bid analyzes.


Skills and knowledge:

  • Strong communication and negotiation skills.
  • Customer relationship management: Customer oriented, understanding of customer needs and managing expectations
  • Leadership:  Organized, capable to guide people towards an objective and results; capable to prioritize the work to meet the customer expectation.
  • High resilience, reliability and assertiveness in a dynamic environment.
  • Strong team orientation, motivation and organizational skills.
  • Structured, self-responsible and result-oriented work with high self-initiative.
  • Excellent Microsoft Office tools knowledge.
  • Detailed understanding of the Telco value chain, of sourcing models, as well as the business processes in service organizations (preferably in telecommunications).




  • Bachelor’s degree in Telecom/Electronic Engineering o related field (or degree in business administration, computer science, finance).
  • MBA, Finance master or Marketing MBA
  • Industry certifications (IACCM or higher)




German - C2

Spanish and English - C1/C2



  • Availability to travel mainly to Germany 50% of time


If you join Telefónica


You join almost 100 years of history, you join a team of 106 nationalities present in more tan 35 countries. You join a team that works to connect people wherever they are. We are leading the digital revolution with the enthusiasm of the first day in all our businesses, creating the best digital ecosystem for our clients: network, IoT, cloud, security, innovation etc. Here, at Telefónica you count with everything you need to be the best you. We need people like you that wants to take this challenge of creating the Telefónica of tomorrow.




Our diversity makes us stronger and more competitive. There is a place for everyone, just the way we are. At Telefónica we have more than 125,000 people of 106 different nationalities, enrich yourself of this great opportunity.

Información extra

Tipo de contrato
Tiempo completo
Tipo de trabajo
Servicios Consultoría IT
Carnet de conducir
Carta de motivación

Madrid | Trabajo consultoría | Tiempo completo

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