Delivery Program Manager, Professional Services

Docker's Professional Services team partners with customers to turn AI and cloud-native deployments into working production outcomes. The Delivery Program Manager will operate delivery engagements, 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. The role is both builder and operator: designing repeatable service offerings and scoping detailed Statements of Work or unblocking stuck engagements. Visa sponsorship: Not available for this role.

Responsibilities

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 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; 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; 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; Partner with Legal on SOW frameworks and language

Requirements

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

Nice to have

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

Benefits

Remote-first by design, with offices in Seattle and Paris; Flexibility that fits your life; Generous PTO, designated quarterly Whaleness Days, and a designated end-of-year Whaleness break; Home office support; Technology stipend equivalent to US$100 net per month; Learning & development annual stipend for conferences, courses, certifications, and continued learning; 16 weeks of paid parental leave after six months of employment; Equity for all full-time employees; Comprehensive benefits (medical, retirement, and paid holidays vary by country); Docker swag