Client Delivery Program Manager

Job Overview

The Program Manager, Client Delivery serves as the primary client-facing relationship manager across assigned accounts and provides delivery leadership across multiple concurrent statements of work. This role supports global client delivery across products and services, ensuring delivery commitments are executed in alignment with scope, timelines, service expectations, and client objectives. The Program Manager partners closely with internal subject matter experts, operational teams, Sales and Account Management, and executive leaders to coordinate work, maintain governance cadence, monitor account health, and proactively manage risks, issues, and escalations.

This role is accountable for driving delivery visibility, stakeholder communication, and overall client experience in a fast-paced, evolving environment.

• Serve as the consistent client-facing relationship manager across assigned accounts, maintaining continuity regardless of which statement of work is active.
• Manage a portfolio of multiple client accounts and multiple concurrent SOWs and work streams within those accounts.
• Own day-to-day delivery oversight to ensure contractual, operational, and service commitments are executed in alignment with agreed scope, timelines, and service expectations.
• Maintain visibility into account health through active monitoring of delivery progress, stakeholder alignment, client sentiment, and emerging risks.
• Partner closely with Sales and Account Management, executive SMEs, and operational leaders to support account continuity, delivery coordination, and effective issue resolution.
• Operate effectively in a fast-paced, evolving startup environment by managing ambiguity, shifting priorities, and competing deadlines across a portfolio of accounts.

• Follow the Client Delivery model for consulting engagements and guide SMEs and project team members in adhering to expected delivery practices, governance, and communication standards.
• Build, maintain, and manage consulting project tools that support successful execution, including workplans, milestone tracking, status reporting, risk and issue visibility, decision tracking, and deliverable readiness.
• Coordinate consulting engagement activities across internal SMEs, executive sponsors, and client stakeholders to ensure work progresses in alignment with scope, timelines, and expected outcomes.
• Facilitate consulting client meetings to support effective decision-making, alignment, and execution.
• Track consulting deliverables through development, review, revision, and final client acceptance, ensuring clear ownership, timelines, and follow-up throughout the lifecycle of the engagement.
• Support development of executive presentations, client-facing readouts, and other formal engagement materials in partnership with lead SMEs and executive leaders.
• Communicate proactively regarding consulting engagement progress, dependencies, risks, and timeline impacts, and escalation concerns when deliverables or milestones are at risk.
• Coordinate post-engagement closeout activities, including final tracking of deliverables, documentation of outcomes, capture of lessons learned, and transition support as applicable.

• Oversee account health and managed service performance across assigned accounts in partnership with operational leaders, SMEs, and executive stakeholders.
• Monitor SLA performance and other agreed client service commitments to ensure delivery remains aligned with contractual expectations and service standards.
• Serve as a key client-facing contact for managed services communication, providing clear updates on service performance, trends, risks, and resolution progress.
• Partner with operational teams and functional leaders to investigate service issues, identify root causes, and coordinate timely resolution of client concerns.
• Track and escape service risks, performance gaps, and emerging issues that may impact client satisfaction, contractual commitments, or overall account health.
• Coordinate and drive follow-through on action plans when service performance is off track, ensuring accountability, visibility,…