Lead Specialist, Program Manager

Role Overview

The Lead Specialist Program Manager (Customer Delivery) leads the delivery of complex customerfacing programs within Professional Services. This role is accountable for planning coordinating and executing multiworkstream customer engagements ensuring delivery commitments are met on time within scope and with high customer satisfaction.

Key Responsibilities

• Own endtoend 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 crossfunctional 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 highcomplexity 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 enterprisewide strategy.
• Success is measured by ontime delivery quality risk management and customer confidence.

Experience & Skills

• Proven experience delivering complex customerfacing programs or engagements.
• Strong stakeholder management and communication skills.
• Excellent planning coordination and risk management capabilities.
• Ability to operate effectively in fastpaced ambiguous delivery environments.

Preferred

• Experience in Professional Services or technologyenabled delivery.
• Program or project management certification.