Lead Specialist, Program Manager

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Job Description

Role Overview

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.