Job Description
The Lead Specialist, Program Manager (Customer Delivery) leads the delivery of complex, customer‑facing programs within Professional Services. This role is accountable for planning, coordinating, and executing multi‑workstream customer engagements, ensuring delivery commitments are met on time, within scope, and with high customer satisfaction.
Key Responsibilities
- Own end‑to‑end delivery plans for complex customer programs, from mobilisation through completion.
- Translate customer requirements and contractual commitments into clear delivery milestones and outcomes.
- Coordinate delivery across cross‑functional teams, including Professional Services, Product, Engineering, and Customer Success.
- Manage risks, issues, dependencies, and scope changes to protect delivery outcomes.
- Act as a trusted delivery partner to customer stakeholders, providing clear communication and governance.
- Track and report on delivery progress, risks, and outcomes.
- Apply program management expertise to continuously improve delivery practices and support peer learning.
Scope & Level Expectations
- Leads high‑complexity customer programs with significant delivery and customer impact.
- Operates with a high degree of autonomy within defined strategic and commercial boundaries.
- Decisions primarily affect customer delivery outcomes rather than enterprise‑wide strategy.
- Success is measured by on‑time delivery, quality, risk management, and customer confidence
Experience & Skills
Required
- Proven experience delivering complex, customer‑facing programs or engagements.
- Strong stakeholder management and communication skills.
- Excellent planning, coordination, and risk management capabilities.
- Ability to operate effectively in fast‑paced, ambiguous delivery environments.
Preferred
- Experience in Professional Services or technology‑enabled delivery.
- Program or project management certification.
