Professional Services Project/Program Manager

Job Summary:

Professional Services Project/Program Manager

The ideal candidate requires strong project management discipline, exceptional communication skills, and the ability to coordinate cross-functional technical teams in a dynamic customer-facing environment.

Primary Responsibilities:

• Serve as the primary point of contact for customers throughout project execution after the SOW is signed


• Communicate proactively with customers regarding progress, risks, scope boundaries, and next steps


• Coordinate internal and external resources, including Professional Services, Engineering, and Customer Success


• Ensure all project activities align with the SOW requirements, scope, timeline, and deliverables


• Identify dependencies, manage risks, track issues, and maintain active mitigation plans


• Ensure customers clearly understand responsibilities, expectations, and required inputs


• Interpret and manage the SOW to ensure all work is delivered as contracted


• Track assumptions, risks, and deliverables to prevent scope creep or misalignment


• Identify scope deviations early and work with Sales and Professional Services leadership to manage change order processes when needed


• Develop and maintain detailed project plans, schedules, milestones, and critical paths


• Align project timelines with customer readiness and operational constraints


• Manage multiple concurrent ISP implementation projects at varying levels of complexity


• Facilitate project kickoff meetings, weekly status updates, and milestone reviews with customer and internal stakeholders


• Coordinate with Engineering, Support, and Customer Success teams on technical blockers and escalations


• Ensure a seamless transition to the Customer Success Team at project completion, providing all required documentation and context


• Maintain accurate and up-to-date project documentation, dashboards, risks logs, and status reports


• Lead end-to-end project delivery from plan initiation through closure and handover


• Track project performance metrics such as timeline adherence, issue frequency, and customer satisfaction


• Conduct post-project reviews to capture lessons learned and drive continuous improvement within Professional Services

Qualification Requirements:

• 8+ years of experience in Project Management, Program Management, or Technical Delivery roles


• Proven track record leading customer-facing technical projects, ideally with ISPs, telecom operators, or network technology vendors


• Strong understanding of project management methodologies (Agile, Waterfall, or hybrid)


• Exceptional communication, facilitation, and stakeholder management skills


• Ability to manage multiple complex projects simultaneously


• Strong risk management, resource planning, and issue resolution capabilities


• Experience interpreting SOWs and managing scope boundaries

Preferred:

• PMP, PRINCE2, PMI-ACP, or similar certification


• Experience with ISP networks, OSS/BSS systems, or cloud-managed network technologies


• Background working in Professional Services or a consulting organization.


• Experience managing API-based integrations or multi-stakeholder technical deployments


• Familiarity with Plume s product ecosystem (OpenSync, HomePass, WorkPass, Haystack, etc.) is a strong plus

Success Indicators:

• Projects delivered on time, within scope, and within effort estimates


• High customer satisfaction scores during project execution and after handover


• Smooth, complete project handovers to Customer Success with no critical gaps


• Strong internal stakeholder feedback on project leadership and communication


• Minimal project change orders resulting from unclear planning or oversight


• Consistent updates, accurate tracking, and disciplined project hygiene

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