US Customer Delivery Project Manager

About the Role

AppGate Professional Services is looking for a customer-focused Customer Delivery Project Manager to lead the implementation of our Zero Trust Network Access (ZTNA) platform for US commercial customers. As the primary customer-facing lead for medium to large engagements, typically two to six months long, you will own delivery from project handover through production go-live and transition to Support and Customer Success.

This is a delivery leadership role, not a sales or account management position. You will manage scope, schedule, budget, deliverables, and expectations across structured, milestone-driven projects, working alongside AppGate engineers so they can stay focused on architecture, configuration, and customer enablement.

Professional Services operates as a P&L, so this role directly influences project profitability, revenue realization, and services margin. Success is measured by on-time milestone delivery, customer satisfaction at go-live and close-out, project financial performance, and clean handover to Support with complete close-out documentation.

Key Responsibilities

Customer and Stakeholder Management

• *Serve as the primary AppGate point of contact for US commercial customers throughout service delivery, managing day-to-day requests and communication.
• *Build strong working relationships with customer IT and security teams, project sponsors, and executive stakeholders.
• *Lead status calls, milestone reviews, and stakeholder briefings so all parties have a clear, accurate view of progress, risks, and decisions required.
• *Manage expectations proactively, addressing scope, timeline, and deliverable questions before they become escalations.
• *Translate customer requests into actionable delivery tasks, assess feasibility, flag out-of-scope requests, and route them to the right internal resource.
• *Escalate risks and customer concerns early, with a clear recommendation.

Delivery Execution

• *Manage multiple concurrent ZTNA implementations across US commercial customers.
• *Own service delivery end to end: scope, schedule, budget, milestones, deliverables, and resource coordination.
• *Maintain delivery documentation throughout each engagement, including project plans, status reports, risk logs, and go-live and close-out records.
• *Coordinate AppGate delivery engineers on each project, ensuring clear task ownership and removing blockers.
• *Run change control for all out-of-scope requests: prepare change requests and SOW amendments for commercial approval in Salesforce, and ensure no work proceeds without approved authorization and documentation.

Financial Accountability (P&L)

• *Own the financial health of assigned projects, including hours burned against contracted hours, utilization, and billing accuracy.
• *Identify revenue, margin, and schedule risk early; flag burn-rate deviations and propose corrective action before budget is exceeded.
• *Drive timely milestone completion and customer sign-off to support accurate billing and revenue realization.
• *Protect services margin by preventing unbilled scope: no out-of-scope work proceeds without an approved change order.

Delivery Quality and Governance

• *Apply AppGate's global delivery methodology consistently across engagements.
• *Keep engagements aligned to each customer's security posture, network segmentation, identity, and compliance objectives, not just go-live.
• *Contribute to delivery documentation standards and templates used across the commercial book of business.
• *Identify resource constraints and delivery bottlenecks, and propose solutions.
• *Provide regular delivery and financial reporting to the RVP, Customer Solutions.

Internal Contribution

• *Contribute to commercial capacity planning and resource forecasting.
• *Support pre-sales by reviewing SOW drafts, validating scope and delivery feasibility, and flagging delivery risk before commitments are made. This role does not commit scope, timelines, or pricing to customers.

Required Qualifications

• *5+ years of experience as a customer-facing project or delivery manager, including at least 3 years on cybersecurity or networking engagements.
• *Experience managing complex B2B technology implementations.
• *Demonstrated ability to manage scope, schedule, budget, and stakeholder expectations across structured, milestone-driven commercial IT or security projects.
• *Experience managing project financials in a services P&L environment, including budgets, burn rate, utilization, and billing.
• *Working knowledge of network segmentation, identity, and access control concepts sufficient to manage delivery without engineering translation.
• *Strong written and verbal communication skills, with the ability to produce and present delivery documentation to a professional standard.
• *Ability to challenge customers and internal teams constructively when necessary.

Preferred Qualifications

• *PMP, PRINCE2, or an equivalent project management credential. Proven delivery experience matters more than the credential.
• *Experience delivering identity and access management (IAM), Zero Trust Network Access (ZTNA), or enterprise security platform deployments.

Base Salary

$120,000 to $140,000

Bonus: 20% annual target

Travel

Occasional customer travel as project delivery requires.