Program Manager, Strategic Customer Delivery

Overview Job Summary The Program Manager is responsible for driving client success, adoption, and retention by managing the end-to-end service delivery experience and ensuring that projects are executed on time, within budget, within scope, and to the highest standards of quality. The ideal candidate possesses exceptional project management discipline, strong strategic planning and communication skills, and the ability to bridge sales, project, and technical teams. For assigned programs, the responsibilities include 100% accountability for the oversight and successful delivery of projects. The role serves as the primary point of contact for customers throughout project execution and will coordinate all Clinisys team resources. Clinisys AI Philosophy & Professional Services Building an AI first organization is central to Clinisys’ purpose and the impact we deliver. As a global provider of intelligent diagnostic informatics solutions, we develop AI enabled, cloud-based platforms to enhance diagnostic workflows across healthcare, life sciences, and public health. By applying intelligent technology thoughtfully and responsibly, we help laboratories and testing environments operate more effectively, generate meaningful insights at scale, and ultimately support healthier, safer communities. Operating across more than 30 countries, Clinisys expects all colleagues—regardless of role or function—to work confidently with AI enabled tools, apply digital and analytical thinking, and continuously adapt as technologies evolve. Every team member must help drive an AI first sense of purpose and urgency. Essential Functions Develop, maintain, and execute comprehensive project and program plans, including schedules, milestones, dependencies, and critical paths, ensuring full alignment with Statement of Work (SOW), scope, timelines, and contracted deliverables Manage delivery rigorously against approved plans, maintaining clear visibility into budget, schedule, scope, and contractual obligations throughout the project lifecycle Establish and maintain strong, trusted relationships with key customer stakeholders, including executive leaders, counterpart program and project managers, engineering, development, security, and operations teams. Ensure customers clearly understand their roles, responsibilities, dependencies, and required inputs to enable timely and successful delivery Lead and facilitate project kickoffs, recurring status meetings, executive briefings, milestone reviews, and steering committee sessions with both customer and internal stakeholders Proactively identify and manage dependencies, risks, assumptions, and issues; maintain actionable mitigation and contingency plans and drive timely resolution Provide end‑to‑end leadership for AI solution delivery, spanning discovery, solution design, implementation, deployment, and optimization within complex enterprise environments Identify potential scope deviations early and collaborate with Sales and Professional Services leadership to manage change requests and formal change order processes Orchestrate a seamless transition to the Customer Success organization at project completion, ensuring full knowledge transfer, documentation handoff, and alignment on success criteria Lead post‑project retrospectives and lessons‑learned sessions to drive continuous improvement across delivery processes, tools, and engagement models All other duties and responsibilities as assigned Skills & Qualifications Program & Portfolio Management Leadership - Strong proficiency in program and portfolio management principles, practices, and governance. Extensive experience managing multiple large-scale initiatives simultaneously, including projects exceeding $5M in budget. Executive Presence & Communication - Exceptional verbal and written communication skills, with expert ability to articulate complex ideas, risks, and recommendations clearly and confidently to technical teams, business partners, and executive leadership which will be validated by the ability to work effectively with diverse internal and external stakeholders and the navigation of competing priorities Project Planning & Execution - Advanced proficiency with industry-standard project management tools and techniques, including the development of detailed, integrated project plans, schedules, dependencies, risk management strategies and clear documentation maintained throughout the project Analytical & Problem-Solving Capabilities - Highly developed analytical skills, demonstrated through the ability to diagnose issues, identify improvement opportunities, and develop actionable, results-oriented plans. Process Development & Continuous Improvement - Experience designing, implementing, and institutionalizing formal project and program management processes to improve consistency, transparency, and delivery outcomes. AI Tools Utilization & Prompting Excellence – Demonstrated ability to effectively leverage AI‑enabled tools to enhance program planning, delivery execution, risk analysis, stakeholder communications, and decision‑making. Skilled in advanced prompting techniques to obtain accurate, relevant, and actionable outputs from AI systems, with a strong understanding of responsible AI use, data privacy considerations, and change management implications within enterprise and regulated environments. Software Development & Delivery Excellence - Deep knowledge of modern software development methodologies (e.g., Agile, DevOps) and associated tools. Demonstrated ability to apply best practices to improve development efficiency, quality, and scalability. Technical & Architectural Expertise - Proven experience delivering solutions built on industry‑standard technologies, operating platforms, and modern development frameworks. Strong technical acumen with the ability to critically evaluate designs, challenge assumptions, and guide experienced teams. Success Indicators Projects are consistently delivered on time, within approved scope and budget, and aligned with agreed effort estimates and contractual commitments High customer satisfaction scores achieved throughout project execution and sustained following deployment and handover, reflecting strong partnership and delivery confidence Strong, positive feedback from internal stakeholders regarding program leadership, collaboration, decision‑making, and clarity of communication Minimal reactive change orders caused by unclear planning, missed requirements, or oversight; proactive identification and management of legitimate scope changes Consistent, high‑quality project management practices demonstrated through timely updates, accurate tracking, disciplined risk and issue management, and reliable reporting Required Experience & Education Bachelor’s degree in Business, Information Systems, Software Engineering, or related discipline, or equivalent work experience 10+ years of progressive experience in project and/or program management with a proven track record of delivering large-scale, enterprise software initiatives in complex environments Active PMP, PRINCE2, PMI-ACP, or similar certification 5–7 years of experience building, leading, and developing high-performing, cross-functional teams across technology, business, and vendor organizations. Knowledge of software development life cycle concepts Preferred Experience & Education Master’s Degree in business, information systems, software engineering, or related discipline or equivalent experience Experience working in Professional Services or a consulting organization Knowledge of scientific data software, medical devices, or healthcare software Knowledge of regulatory compliance procedures including HIPAA, GDPR Supervisory Responsibilities None Benefits Our benefits are designed to help you move forward in your career, and in areas of your life outside of work. From health and wellness benefits, 401 (k) Savings Plan, stock incentive programs, paid time off, parental leave, and tuition assistance, we\'ve got you covered with our total rewards package. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances. Physical Requirements Work is performed remotely or in a normal office setting with minimal exposure to health or safety hazards. Prolonged periods of sitting at a desk and working on a computer. Must be able to lift up to 10 pounds with assistance as part of office routine 30% Travel may be required Moderate lifting/carrying 15-44 lbs.; use of fingers; walking/standing 2-6 hours Exposure to hazardous materials or various weather conditions Travel to client sites that can pose risk associated with healthcare organization May be required to follow customer location health and safety requirements Clinisys’ Commitment to Equal Opportunity Clinisys Information systems is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law. #J-18808-Ljbffr Clinisys