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Program Director

Req ID:  40229

Holon, IL



Work Location: Holon, Israel - We work in a Hybrid working model (work from home a few times a week)


About Us

Sapiens International Corporation (NASDAQ and TASE: SPNS) is a leading global provider of software solutions for the insurance industry, with a growing presence in the financial services sector. We offer integrated core software solutions and business services, and a full digital suite for the property and casualty/general insurance; life, pension, and annuities; and reinsurance markets. Sapiens also services the workers’ compensation and financial and compliance markets.

Our portfolio includes policy administration, billing, and claims; underwriting, illustration and electronic application; reinsurance and decision management software. Sapiens’ digital platform features customer and agent portals, and a business intelligence platform. With a 30-year track record of delivering to more than 600 organizations, Sapiens’ team of over 4,000 employees operates through our fully-owned subsidiaries in North America, the United Kingdom, EMEA, and Asia Pacific. For more information: www.sapiens.com.


Job Description

The Program Director is the strategic link between the client and Sapiens for both operations and innovation.

The Program Director is a business executive who understands and manages the delicate balance of ensuring profitable growth of Sapiens’ business in a defined account/territory, ensuring quality project delivery, achieving its financial targets while assuring that the customer's satisfaction and loyalty are optimized.

The Program Director is the central, most significant and senior role at the heart of Sapiens’ customer-facing operations. The effective and efficient execution of the Program Director role governs the overall business performance of the company and is hence seen as critical by the company. The Program Director has ultimate responsibility for the customer and although cooperation and teamwork are required, it is the Program Director who has the final authority regarding customer-facing matters.


Key requirements for the role:

Technical knowledge, service delivery and relationship management skills, cultural, leadership, political and geographical management capabilities &


Ability to:

  • Connect between the business stakeholders and Sapiens team.
  • Resolve issues related to budget, resources, tech constraints.
  • Conduct planning and roadmap for all the services provided to Customer.




  • Delivery:
  • Responsible for planning and managing the service delivery on a day to day basis.
  • Accountable for all Sapiens delivery across all work streams & responsible for commercial engagement.
  • Monitoring of service delivery performance and escalated issues across all key service metrics.
  • Release manager for any release deployed to production. 
  • Strong connectivity and alignment with onshore and offshore teams to coordinate delivery.
  • Strong connectivity and alignment with customer on-site team (in particular Delivery Mgr’s) to meet delivery targets.
  • Responsible for delivery of change outcomes in alignment with the Customer delivery roadmap.


  • Customer Management:
  • Overall local Customer relationship management.
  • Responsible for team engagement and embedding Customer values and behaviours to drive cultural alignment, contribute to organisational change management.
  • Understand Customer and business strategies and how these align to industry trends, discuss value propositions.


  • Operations:
  • Operational excellence/cost and forecasting management.
  • Resource planning, Recruitment, management and logistics, including utilisation.
  • Ensure adherence to Customer Business Systems and PMO standards, tools and processes – as agreed during transition & Issue and Risk Management.
  • Set and agree annual KPIs around Improving efficiency, delivering of value.
  • Contract management and commercials, Incident manager in case of production incident. 
  • Responsible for the customer’s work pipeline and roadmap, presentation of it to the business.


  • Reporting:
  • Management Reporting, Present Sapiens monthly and weekly service reports, Monitoring, tracking and reporting on progress, SLA, KPI, Operational meetings, report of officers, scorecard meetings & Key presenter and facilitator of Quarterly review meetings sapiens- Customer.

Skills and Experience:

  • 20+ years background in the IT industry.
  • Excellent client relationship management skills and the ability to play a trusted advisor to C-level customer executives.
  • Experience with all aspects of project management practices.
  • A history of delivering projects meeting requirements, on schedule and on budget.
  • Experienced in working in a global matrix organization; good communication with peers.
  • A self-starter who thrives in a fast-paced environment and has the ability to manage and prioritize concurrent work assignments.
  • Motivated to succeed with a can-do approach.
  • Experience in leading managers providing coaching, mentoring, and recruiting as needed.


Sapiens is an E-Verified & Equal Opportunity/Affirmative Action Employer, M/F/D/V.

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