Delivery Program Manager – Professional Services

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

📋 Description

• Implement the comprehensive engagement lifecycle from project scoping and initiation through to delivery, handoff, and retrospective analyses.

• Oversee customer engagements directly, including planning, governance rhythms, milestones, risk management, dependencies, and escalation procedures.

• Evaluate technical assumptions in scopes and Statements of Work (SOW) in collaboration with solution architects.

• Take ownership of customer readiness, acceptance criteria, and the transition to Support and Technical Account Managers.

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

• Transform repeatable customer patterns into standardized, fixed-scope offerings with clear outcomes, timelines, and pricing structures.

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

• Create program management and governance frameworks, including intake processes, capacity planning models, risk registers, dashboards, and milestone tracking systems.

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

• Manage SOW amendment and change-order processes.

• Collaborate with Legal on SOW frameworks and language.

• Shadow scoping calls and assess ongoing projects during the initial 30 days.

• Review the existing SOW process and template library.

• Connect with key stakeholders across Sales Engineering, Solution Architecture, Forward Deployed Engineering, Technical Account Management, Finance, and Legal.

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

• Document the existing delivery framework and identify areas for process enhancement.

• Independently manage customer engagements and facilitate quarterly reviews and retrospectives.

⛳️ Requirements

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

• Experience in a B2B SaaS, developer tooling, or infrastructure software company delivering implementations, migrations, or adoption engagements to enterprise clients.

• Proven track record of creating programs, processes, or practices from the ground up.

• Strong technical proficiency and comfort in engaging in systems architecture discussions.

• Understanding of system interdependencies.

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

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

• Outstanding written and verbal communication skills.

• Capacity to produce executive-level program reports and customer-facing documentation.

• High level of personal accountability and confidence in managing ambiguous issues with limited guidance.

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

• Preferred: familiarity with Looker, Tableau, or similar analytics platforms.

• Preferred: experience scaling a Professional Services, delivery, or support services organization.

• Preferred: experience in building partnerships with third-party vendors and system integrators.

• Must be legally authorized to work in the country of application.

• Docker does not provide visa sponsorship for this role.

🏝️ Benefits

• Remote-first approach – Work from home, with offices in Seattle and Paris for connectivity and collaboration.

• Flexible scheduling to accommodate your lifestyle while ensuring high-quality work.

• Generous paid time off (PTO).

• Designated quarterly Whaleness Days.

• Specific 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 continuous education.

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

• Equity for all full-time employees.

• Comprehensive medical benefits.

• Retirement benefits.

• Paid holidays varying by country.

• Docker merchandise.