Delivery Program Manager, Professional Services

ABOUT the company

The company has been one of the most loved brands in developer tooling, trusted by more than 20 million monthly users and over 20 billion container image pulls. From solo founders to the world's largest companies, developers rely on the company to build, share, and run their applications across our suite of products including the company Desktop, the company Hub, and the company Scout.

We are a globally distributed, remote-first team building the tools that define how software gets built and delivered. As AI agents redefine software development, the company is at the center of that shift, providing the sandboxed environments, verified images, and secure infrastructure that make autonomous workflows trustworthy by default.

_______________________________________________________________________

THE ROLE

The company’s Professional Services team partners with customers to turn AI and cloud-native deployments into working production outcomes.

We are looking for a technically fluent Delivery Program Manager to operate delivery engagements. You will be embedded as an overlay alongside technical sales, solution architects, forward deployed engineers, and delivery partners, translating customers’ technical and business requirements into scoped service engagements and managing them through delivery.

You will be both builder and operator: designing repeatable service offerings where none exist today, and equally willing to roll up your sleeves to scope a detailed Statement of Work or unblock a stuck engagement. If you thrive in ambiguity, love building order from chaos, and operate with high autonomy and low ego, this role is for you.

_______________________________________________________________________

WHAT YOU'LL OWN

DELIVERY OPERATIONS

• Operationalize the end-to-end engagement lifecycle, from scoping and kickoff through delivery, handoff, and retrospectives.

• Directly manage customer engagements: plan, run governance cadences, track milestones, manage risks and dependencies, and escalations.

• Review technical assumptions in scopes and SOWs with solution architects (environments, integrations, identity, network and security constraints, customer prerequisites) so estimates and timelines hold up in delivery.

• Own customer readiness and handoff: environment prerequisites, acceptance criteria, and clean transition to Support and Technical Account Managers.

OFFERINGS AND REUSABLE ASSETS

• Partner with solution architects to create reusable delivery assets: playbooks, runbooks, statement of work templates, reference architectures, and onboarding workshops/guides.

• Turn repeatable customer patterns into packaged, fixed-scope offerings with defined outcomes, durations and pricing inputs.

• Build and maintain the sales-cycle engagement model and intake process for when and how Services are engaged across sales stages.

GOVERNANCE, TOOLING, AND METRICS

• Build the program management and governance infrastructure: intake frameworks, capacity planning models, risk registers, delivery dashboards, and milestone tracking.

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

• Own SOW amendment and change-order processes: define when and how scope changes are documented, approved, and reflected in project tracking.

• Partner with Legal on SOW frameworks and language.

_______________________________________________________________________

QUALIFICATIONS

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

• Experience at a B2B SaaS, developer tooling, or infrastructure software company delivering implementation, migration, or adoption engagements to enterprise customers.

• Demonstrated experience building programs, processes, or practices from scratch not just optimizing existing ones.

• Strong technical fluency: comfortable participating in systems architecture discussions, understanding system dependencies.

• Strong structured problem solving, facilitation, and systems thinking, including participation in

• Experience with Professional Services tooling and business systems (e.g., Salesforce, NetSuite, PSA tools)

• Exceptional written and verbal communicator able to produce executive-grade program readouts and customer-facing documentation alike.

• High degree of personal accountability; comfortable owning ambiguous problems with limited oversight and providing value-added improvements.

Preferred Qualifications

• Professional services, consulting, or delivery experience at an infrastructure software vendor or systems integrator.

• Experience self-serving data and analytics (Looker, Tableau, or similar) to build performance reporting.

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

• Experience building engagements with third-party partners and system integrators within professional services delivery models.

_______________________________________________________________________

WHY THIS ROLE

Building a PS function from the ground up is rare. This is an opportunity to shape how the company serves its most strategic customers, define what great looks like for technical delivery, and leave a lasting operational footprint on a high-growth organization. You will have broad scope, executive access, and the room to build something that matters.

What to Expect in the First 30 Days

• Shadow: join scoping calls and review active projects.

• Audit the existing SOW process and template library to identify gaps in standardization, approval routing, and tracking.

• Meet your key partners: Sales Engineers, Solution Architects, Forward Deployed Engineers, Technical Account Managers, Finance and Legal.

What to Expect in the First 60 Days

• Manage first customer engagement directly, with support from the existing team.

• Identify the highest-priority SOW template gaps for standardization.

• Document the current delivery framework as it exists today capturing what's working, and what needs to change.

What to Expect in the First 60 Days

• Autonomously managing customer engagements.

• Support leadership with quarterly review cycles on active engagements and retrospectives.

• Translate process gaps into actionable workstreams with clear owners, timelines, and accountability.

Visa sponsorship: Not available for this role.

______________________________________________________________________

POSTING INFORMATION

• Open vacancy: This posting is for an existing open role.

• AI in hiring: the company may use AI-assisted tools during our recruiting process.

• Interview recordings: Candidates will be invited to opt in to interview recordings to support interviewer calibration and consistent evaluations. Recordings are optional and require explicit consent.

______________________________________________________________________

PERKS & BENEFITS

• Remote-first by design – Work from your home, with offices in Seattle and Paris for connection and collaboration.

• Flexibility that fits your life – We trust you to manage your schedule while delivering great work.

• Time to recharge – Generous PTO, designated quarterly Whaleness Days, and a designated end-of-year Whaleness break.

• Home office support – Set up your workspace for comfort and success.

• Technology stipend – Equivalent to US$100 net per month to help support your work.

• Learning & development – Annual stipend for conferences, courses, certifications, and continued learning.

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

• Equity for all full-time employees – Share in the company's long-term success as we continue to grow.

• Comprehensive benefits – Medical, retirement, and paid holidays vary by country.

• the company swag – Because representing the whale never gets old.

The company is proud to be an equal opportunity employer. We are committed to building a team that reflects a broad range of backgrounds, experiences, and perspectives. We believe diverse teams build better products, make better decisions, and better serve our global community.

#LI-REMOTE