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# It Program Manager - Assisted Channels - Ods

- **Company:** Banco Santander, S.A.
- **Location:** Madrid, Spain
- **Contract:** Permanent contract
- **Skills:** Interactive Voice Response, Computer Telephony Integration, PRINCE2, Scrum Methodology, Software Engineering, Chatbots, Information Technology, Performance Monitor
- **Published:** September 6, 2026
- **Apply:** https://www.buscojobs.com.es/it-program-manager-assisted-channels-ods-en-madrid-ID-370101351

## About the Role

8+ years of experience in IT project delivery, with at least 3-5 years in a managerial capacity.
(Required)
Prior experience in banking, financial services, or customer-service-intensive industries
(Required)
Assisted channels knowledge
(Preferred)
Certification in PMP, PRINCE2, ITIL, or Agile/Scrum.
(Preferred)
Education
Bachelor's degree in Computer Science, Information Technology, Engineering, or related field.
(Required)
Master's
(Preferred)
Language
English
(Required)
Hard Skills
Strong program/project managment experience
(Required)
Deep understanding of customer service technologies (IVR, CTI, CRM, Chatbots, workforce management, omnichannel platforms)
(Required)
Ability to bridge business requirements with technical delivery
(Required)
Excellent stakeholder management and communication skills
(Required)
Experience in vendor management and contract negotiations
(Required)
Strong risk management and governance mindset
(Required)
Soft Skills
Strategic alignment and enterprise mindset
Leadership and team enablement in complex matrix environments
Structured problem-solving and decision-making
Executive communication and impactful storytelling
Stakeholder management and influencing at senior levels
WE VALUE YOUR IMPACT

## Description

IT Program Manager - Assisted Channels - ODSCountry: SpainIT STARTS HERESantander () is evolving froma global, high-impact brandinto atechnology-driven organization, and our people are at the heart of this journey.Together, we are driving acustomer-centric transformationthat values boldthinking, innovation, and thecourage to challengewhat's possible.This is more than a strategic shift.It's a chance for driven professionals to grow, learn, and make a real difference.Our mission is to contribute to help morepeople and businesses prosper. We embrace a strong risk culture and all our professionals at all levels are expected to take a proactive and responsible approach toward risk management.Open Digital Servicesis the software development company of Santander Group powering the next generation of banks by creating innovative banking products and implementing them in collaboration with Santander Group Affiliates. Santander Group is one of the world's largest financial institutions and the Eurozone's leader, we're committed to being the best Digital Bank with Branches in the industry.Our mission at ODS is to design and support an advanced digital and omnichannel platform, ensuring the best customer experience using cutting-edge technology. Openbank, our flagship partner, is where we develop our most advanced concepts first. Be part of our Best-in-Class team and help us create unique value for our customers!THE DIFFERENCE YOU MAKEOpen Digital Servicesis looking for anIT Program Managerbased out of Madrid.The Assisted Channels IT Program Manager is responsible for ensuring successful delivery of Global Platform solutions and systems to fulfil the different geographies requirements from request to release. This role bridges business needs and technology execution, managing delivery teams, coordinating stakeholders, and ensuring products are delivered on time, within budget, and aligned with the organization's strategic goals.We'reshaping the way we workthrough innovation, cutting-edge technology, collaboration and the freedom to explore new ideas. To succeed in this role, you will be responsible for:Lead the end-to-end delivery of IT platform initiatives and enhancements for assisted channels, ensuring alignment with strategic objectives.Define and execute delivery roadmaps, overseeing integrations, upgrades, and new implementations to ensure high-quality releases.Act as the primary IT interface for business stakeholders, translating requirements into scalable technology solutions aligned with the global platform.Manage relationships with internal stakeholders and external vendors to ensure effective collaboration and delivery outcomes.Establish and enforce governance standards, ensuring compliance with regulatory, security, and audit requirements.Monitor performance through KPIs and SLAs, proactively managing risks and driving timely issue resolution and escalation.Lead and develop cross-functional delivery teams, fostering a culture of accountability, agility, and continuous improvement.WHAT YOU'LL BRINGOur people are our greatest strength. Every individual contributes unique perspectives that make us stronger as a team and as an organization. We'reenabling teams to go beyondby valuing who they are and empowering what they bring.The following requirements represent the knowledge, skills, and abilities essential for success in this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Professional Experience8+ years of experience in IT project delivery, with at least 3-5 years in a managerial capacity.(Required)Prior experience in banking, financial services, or customer-service-intensive industries(Required)Assisted channels knowledge(Preferred)Certification in PMP, PRINCE2, ITIL, or Agile/Scrum.(Preferred)EducationBachelor's degree in Computer Science, Information Technology, Engineering, or related field.(Required)Master's(Preferred)LanguageEnglish(Required)Hard SkillsStrong program/project managment experience(Required)Deep understanding of customer service technologies (IVR, CTI, CRM, Chatbots, workforce management, omnichannel platforms)(Required)Ability to bridge business requirements with technical delivery(Required)Excellent stakeholder management and communication skills(Required)Experience in vendor management and contract negotiations(Required)Strong risk management and governance mindset(Required)Soft SkillsStrategic alignment and enterprise mindsetLeadership and team enablement in complex matrix environmentsStructured problem-solving and decision-makingExecutive communication and impactful storytellingStakeholder management and influencing at senior levelsWE VALUE YOUR IMPACTYour contribution matters, and it's recognized. You can expect a fair, competitive reward package that reflectsthe impact you createand the value you deliver. But we know rewards go beyond numbers.We offer more than just a paycheck-our benefitsare designed to support your life, your goals and your well-being, now and into the future.Your health is our priority. Through BeHealthy, our global wellness programme, we promoteHolistic wellbeingWe knowfamily is everything. That's why we offer parental leave, childcare support and family-friendly programmes tailored to each life stage.We'reenable our teams to go beyondthrough global opportunities and broad career paths.We believe inthe power of helping. You can dedicate part of your working hours to volunteering.We're here tokeep you motivated, help you reach your goals, and celebrate your progress, every step of the way.Open Digital Services is an equal opportunity employer. All applicants will be considered as equal without paying attention to gender identity, sexual orientation, ethnicity, religion, age, political orientation, union membership nor disability status.We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify, and build.The personal data you provide as well as any data generated during the selection process are confidential and will be processed by Open Digital Services, S.L. / Open Bank, S.A. with registered office at Avenida de Cantabria, n/n, ***** Boadilla del Monte (Madrid), for the sole purpose of managing your participation in the selection processes and, where appropriate, to formalise your recruitment.For further information about your rights and data protection, please read the Openbank Privacy Policy applicable to this type of data processinghereWHAT TO DO NEXTIf this sounds like a role you are interested in, then please apply.READY TO TAKE THE NEXT STEP IN YOUR JOURNEY?


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