Programme Manager – Pega Customer Service & Case Management – Netherlands – Contract

• Practice Development & Integration

• Technologies Design Development Skills

• Location Utrecht, Netherlands

• Type Contract

Programme Manager – Pega Customer Service & Case Management
Location: Netherlands
Employment Type: Contract / Permanent (TBC)
Overview
Our client in the Netherlands is seeking an experienced Programme Manager with a strong technical background in Pega and a valid PMP (Project Management Professional) certification to lead a large-scale enterprise implementation of Pega Customer Service and Case Management solutions.
This role requires a hands-on programme leader who combines deep Pega platform expertise with proven enterprise delivery experience. The successful candidate will be responsible for managing the full lifecycle implementation of Pega Customer Service and Case Management within a complex, enterprise-level environment.

Key Responsibilities

• Lead the end-to-end programme delivery of Pega Customer Service and Case Management within an enterprise organisation.
• Own overall programme governance including planning, budgeting, risk management, quality assurance, and reporting.
• Provide technical oversight and direction across solution architecture, integrations, and platform configuration.
• Manage cross-functional teams including Pega architects, developers, business analysts, QA teams, and third-party vendors.
• Ensure alignment between business objectives and Pega platform capabilities.
• Drive enterprise stakeholder engagement across IT, Operations, and senior leadership.
• Oversee enterprise system integrations (CRM, ERP, legacy systems, APIs, middleware).
• Establish KPIs and reporting structures to track programme performance and value realization.
• Manage change management and user adoption at enterprise scale.
• Ensure compliance with internal governance, security, and regulatory standards.

Required Experience & Qualifications

• PMP (Project Management Professional) certification – mandatory.
• Strong technical background in Pega Platform, specifically:
  • Proven experience implementing Pega Customer Service
  • Proven experience implementing Pega Case Management
  • Experience delivering Pega solutions at enterprise scale
• Demonstrated experience managing full lifecycle Pega implementations inside large, complex enterprise organisations.
• 10+ years of programme/project management experience.
• Experience leading multi-workstream transformation initiatives.
• Strong understanding of enterprise architecture and system integrations.
• Experience managing budgets, vendors, and senior stakeholders.

Preferred Qualifications

• Pega Certified Senior System Architect (CSSA) or Lead System Architect (CLSA).
• Experience working in regulated or highly structured enterprise environments.
• Familiarity with Agile, SAFe, or hybrid delivery frameworks.
• Experience working within Dutch or EU corporate environments.

Key Competencies

• Strong technical credibility in Pega implementations
• Exposure to Openshift Container platform or similar.
• Enterprise programme governance expertise
• Executive-level communication and stakeholder management
• Risk identification and mitigation
• Strategic leadership with hands-on delivery focus
• Ability to operate effectively within complex organisational structures

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