Manage assigned components of customer-facing programs: plan and track workstreams, translate requirements into tasks and milestones, coordinate cross-functional teams, maintain delivery artefacts (plans, RAID logs, status reports), identify and escalate risks/issues, support customer communications and governance, and contribute to continuous improvement of delivery practices.
Job Family: Program Management
Function: Professional Services / Customer Success
Role Type: Individual Contributor
Role Overview
The Project Manager in Customer Delivery supports the delivery of customer‑facing programs within ELS Professional Services. This role contributes to planning, coordination, and execution across defined programmes or workstreams, operating within established delivery frameworks and governance.
The person in this role will be working independently on moderately complex tasks while receiving guidance on broader programme strategy, prioritisation, and risk decisions. The role partners closely with more senior programme or delivery leads and contributes meaningfully to team‑based delivery outcomes.
Key Responsibilities
- Support delivery planning and execution for customer‑facing programs or defined workstreams.
- Own and manage assigned programme components (e.g. workstreams, phases, or customer engagements) under the guidance of a senior programme or delivery lead.
- Translate customer requirements and delivery plans into clear tasks, milestones, and tracking artefacts.
- Coordinate activities across cross‑functional teams, including Professional Services, Product, Engineering, and Customer Success.
- Maintain programme artefacts such as delivery plans, RAID logs, status reports, and customer updates.
- Identify delivery risks, issues, and dependencies, escalating with clear context and recommendations.
- Support customer communications and delivery governance activities.
- Contribute to continuous improvement of delivery practices, tools, and templates while developing domain expertise.
Experience & Skills
Required
- Foundational experience in programme, project, or delivery roles.
- Strong organisational, planning, and coordination skills.
- Ability to manage tasks independently within defined scope.
- Ability to manage multiple streams of work in parallel and prioritise accordingly.
- Clear written and verbal communication skills.
- Comfort working in customer‑facing or delivery‑oriented environments.
Preferred
- Experience supporting customer delivery or Professional Services engagements.
- Familiarity with programme or project management methodologies and tools (experience in SmartSheet preferred).
- Demonstrated interest in developing a specialism in programme or customer delivery management.
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