Delivery Program Manager – Professional Services

This is a fully remote position, open to applicants in Australia.

📋 Description

• Lead delivery engagements for Docker’s Professional Services team.

• Convert customers’ technical and business needs into defined service engagements and oversee them throughout the delivery process.

• Streamline the entire engagement lifecycle from scoping and kickoff to delivery, handoff, and retrospectives.

• Manage customer engagements directly, including planning, governance schedules, milestone tracking, risks, dependencies, and escalations.

• Evaluate technical assumptions in scopes and Statements of Work alongside solution architects.

• Ensure customer readiness, establish acceptance criteria, and facilitate handoff to Support and Technical Account Managers.

• Develop reusable delivery assets, such as playbooks, runbooks, SOW templates, reference architectures, and onboarding workshops or guides.

• Convert repeatable customer patterns into packaged, fixed-scope offerings with clear outcomes, durations, and pricing structures.

• Establish and maintain the sales-cycle engagement model and intake process.

• Create program management and governance infrastructure, which includes intake frameworks, capacity planning models, risk registers, delivery dashboards, and milestone tracking.

• Define and report on delivery KPIs, including on-time delivery, utilization, engagement margin, and customer satisfaction.

• Oversee SOW amendment and change-order processes.

• Collaborate with Legal on SOW frameworks and language.

• Participate in scoping calls and review active projects during the initial 30 days.

• Review the current SOW process and template library.

• Directly manage the first customer engagement within the first 60 days.

• Document and enhance the existing delivery framework.

• Independently manage customer engagements and support quarterly review cycles and retrospectives.

⛳️ Requirements

• A minimum of 8 years of experience in technical program management, professional services, forward deployed engineering services, or similar cross-functional roles.

• Background in a B2B SaaS, developer tooling, or infrastructure software company delivering implementation, migration, or adoption engagements to enterprise clients.

• Proven experience in building programs, processes, or practices from the ground up.

• Strong technical fluency and comfort engaging in systems architecture discussions and comprehending system dependencies.

• Excellent structured problem-solving, facilitation, and systems thinking skills.

• Familiarity with Professional Services tools and business systems, such as Salesforce, NetSuite, and PSA tools.

• Outstanding written and verbal communication skills, including executive-level program presentations and customer-facing documentation.

• High level of personal accountability; capable of managing ambiguous problems with minimal oversight.

• Experience in professional services, consulting, or delivery roles at an infrastructure software vendor or systems integrator.

• Proficient in self-serving data and analytics using Looker, Tableau, or similar tools.

• Prior experience in scaling a Professional Services, delivery, or support services organization through growth or transformation.

• Experience in building engagements with third-party partners and system integrators.

• Must possess legal authorization to work in the country where applying.

• Docker does not provide visa sponsorship for this position.

🏝️ Benefits

• Designed for remote work — Operate from home, with offices in Seattle and Paris for connection and collaboration.

• Flexibility that accommodates your lifestyle — Manage your schedule while delivering excellent work.

• Generous paid time off.

• Designated quarterly Whaleness Days.

• Special end-of-year Whaleness break.

• Support for home office setup.

• Technology stipend of US$100 net per month.

• Annual learning and development stipend for conferences, courses, certifications, and continued education.

• 16 weeks of paid parental leave after six months of employment.

• Equity offered to all full-time employees.

• Comprehensive medical benefits.

• Retirement benefits.

• Paid holidays, varying by country.

• Docker branded merchandise.