Program Manager (Technical Services Delivery)

Whats in it for you Program & Project Management Plan and execute multiple concurrent programs including but not limited to technical deliveries with varying complexity and timelines. Optimize project delivery by improving cycle time, resource utilization, and dependency management. Track and proactively manage risks related to scope changes, delivery delays, and technical constraints. Ensure projects are delivered on time, within scope, and with high quality. Stakeholder Collaboration Act as a strong connector and bridge between delivery, solutions, product, engineering, sales, and customer success removing friction and unlocking progress. Drive clarity on requirements, ownership, timelines, and success criteria. Influence stakeholders to align on priorities, trade-offs, and delivery approaches. Quality & Continuous Improvement Implement quality checkpoints to reduce post-delivery defects in custom solutions. Use delivery metrics and retrospectives to drive continuous improvement in processes and execution. Tools & Metrics Own and improve the usage of program management tools such as Jira, rocketlane, etc. to ensure a single source of truth for program health, risks, and delivery status. Track and report on key delivery metrics such as Team utilization Customer Experience, Communication & Quality Drive a consistently positive customer experience throughout the delivery lifecycle onboarding, configuration, enablement, launch, and post-launch stabilization. Lead customer communication with clarity and confidence, including status updates, expectation-setting, and scenario-based what-to-expect guidance. Use feedback loops, retrospectives, and proactive check-ins to identify concerns early, course-correct, or escalate as required. Manage customer conflicts professionally understanding root causes, facilitating constructive dialogue, and guiding towards resolution through data and outcomes. Monitor delivery health indicators (timelines, quality of deliverables, escalations, customer sentiment) and intervene proactively. Pre-Sales Support, Estimation & SOW Ownership Partner with Presales, and sales teams during deal cycles to support: Project scoping and delivery approach definition Effort estimation, timelines, and resources Own or contribute significantly to Statement of Work (SOW) development, including: Scope definition, assumptions, exclusions, and deliverables Milestones, success criteria, and acceptance terms Change control and governance mechanisms Validate feasibility of proposed solutions, highlight delivery trade-offs, and ensure commitments are realistic and executable. Support customer calls during pre-sales to explain delivery approach, timelines, and engagement expectations with credibility and clarity. Tools & Metrics: Own and continuously improve the usage of program management tools such as Jira, Rocketlane, and internal systems to maintain a single source of truth. Track and report on key delivery metrics, including: Schedule adherence Delivery quality Utilization and effort variance Customer satisfaction and escalations We d love to hear from you, if you: 5+ years of overall work experience, including 2+ years in Technical Program or Project Management roles within a SaaS or technology-driven environment Strong structured problem-solving skills with the ability to bring clarity and order to ambiguous, fast-moving situations Proven experience designing, optimizing, and scaling repeatable processes across cross-functional teams Solid technical acumen with hands-on experience managing technical programs such as custom integrations, platform-based implementations, custom reporting, or complex technical solutions Strong understanding of Agile methodologies, with experience managing Agile delivery and working closely with engineering teams Hands-on experience using Jira or similar project management and tracking tools Excellent stakeholder management, communication, and influencing skills to align engineering, solutions, and business teams Strong analytical skills, with experience using Excel, dashboards, or analytics tools for tracking progress, risks, and outcomes Customer-first mindset with the ability to balance speed, quality, and long-term scalability Ability to thrive in a fast-paced environment while managing multiple competing priorities and risks Good to have: Nice to Have Experience working in a SaaS or product-led organization. Exposure to pre-sales technical scoping or post-sales solution delivery. Understanding of APIs, integrations, or data flows (hands-on coding not required). Engineering degree or equivalent technical background.