Sr Program/Project Manager (pharma; 100% remote)

7N provides stable contracts and dedicated agent support for IT experts, aiming for long-lasting collaborations based on Scandinavian values and 30 years of experience delivering IT solutions to over 200 organizations.

• 7+ years of project/program management experience driving large-scale digital transformation initiatives in global, matrixed organizations
• Proven track record deploying AI / GenAI technologies, NLP, VoiceBots, or Conversational AI platforms in Enterprise Customer Service or Field Support
• Significant plus: experience in Healthcare, Diagnostics, Medical Devices, or highly regulated technical service industries
• Strong understanding of Service Operations (L1/L2/L3 support, Field Service workflows)
• Hands-on experience with service systems (CRM, REXIS, CCaaS/Genesys, ServiceMax/Go app)
• Proven capability navigating organizational change (knowledge of ADKAR or Prosci models)
• Exceptional communication, stakeholder management, and executive presentation skills
• Fluency in English

• End-to-end management of the Service AI Program Roadmap ensuring delivery aligned with strategic priorities
• Manage multi-disciplinary project streams and external vendor relationships (e.g., PTC, Salesforce/ServiceMax)
• Lead Steering Committee updates, business case refinements, and stage-gate evaluations for scaling pilots
• Drive metrics and usage adoption across regions (e.g., Service Copilot Adoption, System Usability Scale - SUS > 75)
• Monitor financial and operational impacts including cost avoidance and resolution time acceleration
• Align AI use cases with core enterprise systems (REXIS, ASAsphere, CCaaS/Telephony)
• Partner with Change Management Lead and People Enabler Stream to manage workforce impact and upskill Field Service Engineers and Customer Support Center agents