Program Manager, Strategic Customer Delivery

About this role

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:
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.

Clinisys Professional Services:
With a passion for action and a future-first mindset, the Clinisys Professional Services team operates at the intersection of human ingenuity and intelligent technology. We harness relentless curiosity, imaginative innovation, and AI-powered insight to move beyond incremental progress and design what comes next. We focus on what should be possible, not just what’s technically available today—and we hold ourselves to the highest standards of excellence. This ethos has brought together a world-class ecosystem of builders, thinkers, and doers who aren’t simply adopting the future—they’re actively engineering it.
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 Needed to Be Successful:

• 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…