US Customer Delivery Project Manager

About the Role

The company Professional Services is looking for a customer-focused Customer Delivery Project Manager to lead the implementation of our Zero Trust Network Access (ZTNA) platform for US commercial customers. As the primary customer-facing lead for medium to large engagements, typically two to six months long, you will own delivery from project handover through production go-live and transition to Support and Customer Success.

This is a delivery leadership role, not a sales or account management position. You will manage scope, schedule, budget, deliverables, and expectations across structured, milestone-driven projects, working alongside the company engineers so they can stay focused on architecture, configuration, and customer enablement. Professional Services operates as a P&L, so this role directly influences project profitability, revenue realization, and services margin. Success is measured by on-time milestone delivery, customer satisfaction at go-live and close-out, project financial performance, and clean handover to Support with complete close-out documentation.

Key Responsibilities

Customer and Stakeholder Management

•Serve as the primary the company point of contact for US commercial customers throughout service delivery, managing day-to-day requests and communication.

•Build strong working relationships with customer IT and security teams, project sponsors, and executive stakeholders.

•Lead status calls, milestone reviews, and stakeholder briefings so all parties have a clear, accurate view of progress, risks, and decisions required.

•Manage expectations proactively, addressing scope, timeline, and deliverable questions before they become escalations.

•Translate customer requests into actionable delivery tasks, assess feasibility, flag out-of-scope requests, and route them to the right internal resource.

•Escalate risks and customer concerns early, with a clear recommendation.

Delivery Execution

•Manage multiple concurrent ZTNA implementations across US commercial customers.

•Own service delivery end to end: scope, schedule, budget, milestones, deliverables, and resource coordination.

•Maintain delivery documentation throughout each engagement, including project plans, status reports, risk logs, and go-live and close-out records.

•Coordinate the company delivery engineers on each project, ensuring clear task ownership and removing blockers.

•Run change control for all out-of-scope requests: prepare change requests and SOW amendments for commercial approval in Salesforce, and ensure no work proceeds without approved authorization and documentation.

Financial Accountability (P&L)

•Own the financial health of assigned projects, including hours burned against contracted hours, utilization, and billing accuracy.

•Identify revenue, margin, and schedule risk early; flag burn-rate deviations and propose corrective action before budget is exceeded.

•Drive timely milestone completion and customer sign-off to support accurate billing and revenue realization.

•Protect services margin by preventing unbilled scope: no out-of-scope work proceeds without an approved change order.

Delivery Quality and Governance

•Apply the company's global delivery methodology consistently across engagements.

•Keep engagements aligned to each customer's security posture, network segmentation, identity, and compliance objectives, not just go-live.

•Contribute to delivery documentation standards and templates used across the commercial book of business.

•Identify resource constraints and delivery bottlenecks, and propose solutions.

•Provide regular delivery and financial reporting to the RVP, Customer Solutions.

Internal Contribution

•Contribute to commercial capacity planning and resource forecasting.

•Support pre-sales by reviewing SOW drafts, validating scope and delivery feasibility, and flagging delivery risk before commitments are made. This role does not commit scope, timelines, or pricing to customers.

Required Qualifications

•5+ years of experience as a customer-facing project or delivery manager, including at least 3 years on the company or networking engagements.

•Experience managing complex B2B technology implementations.

•Demonstrated ability to manage scope, schedule, budget, and stakeholder expectations across structured, milestone-driven commercial IT or security projects.

•Experience managing project financials in a services P&L environment, including budgets, burn rate, utilization, and billing.

•Working knowledge of network segmentation, identity, and access control concepts sufficient to manage delivery without engineering translation.

•Strong written and verbal communication skills, with the ability to produce and present delivery documentation to a professional standard.

•Ability to challenge customers and internal teams constructively when necessary.

Preferred Qualifications

•PMP, PRINCE2, or an equivalent project management credential. Proven delivery experience matters more than the credential.

•Experience delivering identity and access management (IAM), Zero Trust Network Access (ZTNA), or enterprise security platform deployments.

Travel

Occasional customer travel as project delivery requires.

The company is An Equal Opportunity/Affirmative Action Employer and a federal contractor subject to the Rehabilitation Act of 1973 and the Vietnam Era Veterans Readjustment Assistance Act of 1974 as amended, and their corresponding regulations. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.  Further, the company is an affirmative action employer committed to taking positive steps to employ, advance in employment and otherwise afford equal employment opportunity to protected veterans and individuals with disabilities.  In furtherance of the company’s policy regarding affirmative action and equal employment opportunity, the company has developed a written affirmative action program. This program is available for review upon request by any applicant or employee during normal business hours by contacting the company’s EEO Coordinator. [link for members]