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About the Role

Lead complex, enterprise-wide customer programs at the forefront of digital and AI-driven change in the insurance industry. Partner with C-suite stakeholders and Sapiens leadership to drive delivery excellence, accelerate customer value, and ensure measurable business outcomes. This role combines deep insurance expertise, commercial acumen, and AI-native ways of working to influence customer success and long-term growth.

Responsibilities

Own end-to-end program delivery, including initiation, planning, execution, and closure, ensuring delivery on time, within scope, and within budget.
Drive the pace at which customers realize measurable business outcomes, defining and tracking time-to-value baselines.
Accelerate implementation cycles using an AI-led SaaS delivery model, prioritizing configuration over customization.
Partner with Customer Success to own Net Revenue Retention (NRR) contribution, identify expansion levers, and drive growth.
Identify upsell and cross-sell opportunities during delivery and convert insights into pipeline opportunities.
Operate an AI-native delivery model where AI handles execution tasks like status tracking, risk summarization, and reporting.
Define, manage, and track program milestones with clear definitions of done and agreed-upon exit criteria.
Ensure delivery milestones align with commercial billing triggers, managing both delivery and commercial aspects.
Maintain a live program risk register, identifying, assessing, and mitigating risks proactively.
Manage interdependencies across workstreams, vendors, and internal teams, surfacing and resolving conflicts early.
Develop and maintain a deep understanding of the customer's business, including P&L drivers, operating models, and regulatory environments.
Articulate the Sapiens intellectual property, including the Insurance Ontology and AutonomousInsurer thesis, to elevate delivery conversations.
Own the C-suite level customer relationship, building trust and acting as the primary point of contact for critical matters.
Proactively manage escalations by identifying early signals of customer frustration, delivery drift, or scope ambiguity.
Coordinate closely with the Customer Success Manager, jointly owning the Customer Value Journey.
Orchestrate delivery across blended teams, including Sapiens employees, offshore resources, SI partners, and customer teams.
Lead and develop team members, holding growth conversations and building capability intentionally.
Act as a Sapiens ambassador, representing the company's point of view and intellectual property.
Lead and develop a team of Project Managers, setting standards and driving accountability.

Requirements

15–18 years of experience leading complex enterprise software programs.
At least 5 years in senior delivery leadership.
Proven track record managing multi-workstream programs in insurance or financial technology environments.
Deep insurance domain knowledge (Life & Pension, Property & Casualty, or equivalent specialty lines).
Familiarity with Policy Administration Systems and the insurance technology landscape strongly preferred.
Demonstrated expertise in milestone-based delivery governance, including exit criteria design, scope control, change order management, and enterprise-scale delivery framework design.
Experience leading global cross-functional teams in a matrixed environment, including SI partners, offshore delivery resources, and customer-side teams.
Practical comfort directing AI tools across program management functions and evaluating AI-generated outputs.
Experience operating an AI-native delivery model.
Proficiency in program financial management, including budget ownership, forecasting, cost-to-serve awareness, and milestone-based billing alignment.
Excellent communication and stakeholder management skills, including running steering committees and presenting to senior leadership.
Comfort managing difficult conversations with clarity.
Experience with Scaled Agile (SAFe), hybrid delivery models, and SaaS implementation programs is preferred.
PMP, PgMP, or PRINCE2 certification is advantageous.
A relevant technical or business post-graduate qualification is a plus.

Skills

Program Delivery
Commercial Outcomes
Time to Value Acceleration
AI-led SaaS Implementation
Net Revenue Retention (NRR)
Upsell/Cross-sell Identification
AI-native Execution Model
Milestone Management
Exit Criteria Design
Risk Management
Dependency Management
Insurance Domain Knowledge
Customer Relationship Management
Stakeholder Management
Cross-functional Team Leadership
Team Development
Agile Methodologies (SAFe preferred)
SaaS Implementation
Financial Management
Communication
Problem Solving

Location

Remote

Work Type

Full-time

Experience Level

Senior
15-18 years
5+ years in senior delivery leadership

Education Level

Post-graduate qualification (preferred)

About the Company

Sapiens is transforming the insurance industry through digital and AI-driven solutions.
The company utilizes an AI-led SaaS delivery model.
Sapiens promotes an AI-native delivery model focused on automation and judgment-intensive work.