The Opportunity:

Essential Functions:

• Plan and run implementations, version upgrades, and environment migrations (Dev to Prod, on-prem to SaaS).
• Guide clients through infrastructure readiness (systems permissions, network access, database sizing, etc.) so deployments start smoothly.
• Work hands-on in client engagements: configure, tune, and troubleshoot SPHEREboard integrations and scans alongside pod team members.
• Partner with clients to validate identity data across directory, HR, and CMDB sources so they have full confidence in their results.
• Run small-scale pilot remediations to configure and prove out SPHEREboard’s remediation capabilities.
• Serve as the technical liaison to Engineering and Product on client needs and priorities.

• Lead, coach, and develop the delivery pod, including its technical delivery engineers and dedicated Support and engineering resources: set clear goals, hold the team accountable to commitments, and build individual development plans.
• Plan and forecast capacity across concurrent engagements, balancing priorities to protect client commitments.
• Scale our implementation and upgrade model through standard playbooks, readiness checklists, reusable scripts and configurations, and predictable timelines.
• Define completion criteria with Support and lead a seamless transition to ongoing support, including documentation and client sign-off.
• Track and continuously improve delivery metrics such as time to production and upgrade cycle time.
• Share field insights with Engineering and Product to continuously improve the product and the delivery experience.
• Manage subcontracted and partner delivery resources, including hours and budget against SOWs, technical quality review, and change control.

• Enable clients as you implement: teach client teams how SPHEREboard works and transfer the knowledge they need to operate it independently after go-live.
• During upgrades, showcase new features and capabilities and help clients put them to use.
• Build trusted client relationships during engagements, communicating clearly with technical and executive stakeholders.
• Identify risks early, articulate their business impact, and recommend options to clients and leadership.
• Partner with Sales, Product, and Support to align priorities and resolve obstacles.
• Review SOWs and levels of effort, track scope and change orders, and partner with Sales on expansion opportunities.
• Report progress and delivery metrics to leadership on a regular cadence.

Requirements:

• 8+ years in identity security or infrastructure, including 5+ years delivering identity programs (PAM, IGA, or Active Directory).
• Experience in a services or customer delivery role at an enterprise software company, implementing or upgrading that company’s own product.
• Proven player-coach who has led engineers and/or PMs while staying hands-on in client environments.
• Working fluency across the identity estate: Active Directory, LDAP, and Entra; Windows and UNIX/Linux; databases; file systems; AWS and Azure; CyberArk; SailPoint; and ServiceNow CMDB. Hands-on depth in at least two, ideally Active Directory plus PAM or IGA.
• Understands privileged access, effective permissions, and account ownership across these systems.
• Comfortable navigating PowerShell scripts and SQL queries: able to understand what a script is meant to do, follow along as it is built, and validate that it worked as intended.
• Track record of standardizing delivery: building playbooks, templates, or tooling that made implementations faster and more predictable.
• Working knowledge of services commercials: SOWs, time and materials vs. fixed fee, and change orders.
• Able to translate technical issues into business risk for client executives and to teach client technical teams, in writing and in the room.
• Experience navigating complex enterprise stakeholder structures and building consensus across teams.
• Based in the U.S. (Eastern or Central time zone) and able to travel to client sites as needed.

• Former identity engineer or architect who has moved into delivery management.
• Spanish speaking.
• Experience in regulated industries such as financial services, utilities, or healthcare.
• Experience delivering third-party, commercially available software solutions in both SaaS and self-hosted deployments.

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