Program Manager - Dubai

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A highly visible and customer-facing position, within the Professional Services organization, and the wider Customer Success team, that works with but not limited to Professional Services Engineers, Project Managers, Engagement Managers, Technical Architects, Professional Services Operations, and the Sales Organization. A Program Manager is responsible for overseeing and managing customer programs and a portfolio of projects. Their primary role is to ensure the successful delivery of client projects, including long-term strategy, while also managing the overall program and providing strategic guidance to the team and customer. The Professional Services Program Manager reports to the Regional Delivery Manager.

Responsibilities

Lead delivery of multi-workstream professional services engagements with some of the largest and most strategic customers.

Build strong relationships with key customer stakeholders including executive leaders, counterpart program/project managers, engineering, development, and security and teams.

Develop a delivery methodology that leverages agile and project management best practices. Communicate how this methodology will be used to key customer stakeholders. Lead the execution of the methodology by bringing together customer and GitLab team members.

Build and continuously communicate Program Roadmap, dependencies, and deliverables

Manage stakeholder expectations to gain approval from stakeholders on project milestones.

Define program strategy to include

Program justification

Program benefits

In scope / Out of scope projects

Timeline and schedule

Resources (how many teams, PMs, PSEs, TAs etc)

Identify Stakeholders

Create a program level RACI chart

Define Program Success Criteria

Create Program Level WBS (Work Breakdown Structure) for all the projects

Create Communication plans between projects with Stakeholders

Define Program Escalation Path

Work closely with Engagement Managers to define workstreams when scoping larger customer programs, which may include reviewing proposals or Statements of Work prior to signature

Assist the Regional Delivery Managers in creating and executing quarterly OKRs that drive optimization of all Project Manager processes

Requirements

Proficiency with forecasting and reporting metrics

Ability to lead Project Management Program Level meetings, including but not limited to, the Weekly PM meeting

Ability to formulate, organize, monitor, and manage inter-connected projects

Ability to manage budgets and timelines for long-term projects

Develop long-term plans in collaboration with customers

Ability to partner with Engagem