• Take ownership of customer service delivery across platform, professional, managed, and support services • Ensure high-quality service levels through monitoring, performance targets, and compliance with SLAs/contracts • Oversee incident, problem, and change management processes, driving resolution and root-cause analysis • Manage escalations and customer expectations with transparency and timely updates • Define and refine ITIL-based practices (change, release, capacity, knowledge, etc.) to improve service efficiency • Maintain continuity plans to recover systems and services during major outages or disasters • Collaborate with internal teams (support, sales, R&D, professional services) to deliver a 'Customer First' strategy • Represent the brand with customers at a senior level , building trust and providing consultative advice on service delivery, costs, and functionality • Act as a technical advisor, understanding customer environments and sharing insights internally • Guide customers through upgrades, new releases, and best-practice solution deployments • Conduct quarterly or consultative reviews to identify trends, recommend improvements, and resolve obstacles • Maintain product knowledge and support documentation to enable effective solutions • Support team development through training objectives and process best practices • Support other tasks or projects as assigned to meet team and business needs

Role Description LMI is seeking a Technical Delivery Lead with demonstrated experience leading the execution of complex technical projects to support a United States Special Operations Command (USSOCOM) mission partner. This position requires an active Secret clearance with the ability to obtain a Top-Secret. - Deliver your portion of a fast-moving technical program in direct support of the warfighter. - Operate like a technical program manager focused exclusively on execution—driving outcomes, milestones, schedule, scope, risk, and cross-functional coordination. - Translate mission needs into clear delivery plans, align engineers and operators, and remove blockers. - Work at the seam between government stakeholders, end users, and technical teams, keeping the work transparent, measurable, and on track. - Run a delivery cadence: backlogs, sprint planning, stand-ups, demos, and retrospectives. - Build and brief delivery status decks at the GO/SES level, understanding what senior leaders are looking for in a program review. - Proactively solve unusual and/or complex problems with little or no direction. - Thrive in a fast-paced technical environment prioritizing speed and mission impact over bureaucracy. - Expert with Microsoft PowerPoint, Excel, and Word, and fluent in modern delivery tooling (e.g., Jira, Confluence, Azure DevOps, GitHub). Qualifications - Active Secret clearance required with the ability to obtain and maintain a Top-Secret clearance. - Minimum of 5 years of experience leading the delivery of technical projects or programs, including software, data, or AI/ML capabilities. - Skilled in modern project and product management techniques (Agile, Scrum, Kanban) and best practices for risk, schedule, and dependency management. - Ability to communicate at the GO/SES level and translate between technical teams and senior government stakeholders. - Ability to function with little or no guidance in a fast-paced technical operations environment supporting a 2-star level mission partner. - Experience coordinating cross-functional teams (engineering, data, design, operations) to deliver against fixed milestones. - Experience supporting Special Operations. Desired Qualifications - Master’s Degree. - Active DoD Top-Secret Clearance. - Project or Product Management certifications such as PMP or PMI-ACP. - Prior military experience, ideally with time in a Special Operations unit. - Experience delivering technical capabilities directly to operational end users. - Familiarity with software development lifecycles, cloud environments, and AI/ML delivery. Salary Range Target Salary Range: $164,000 - $250,000 The salary range displayed represents the typical salary range for this position and is not a guarantee of compensation. Individual salaries are determined by various factors including, but not limited to location, internal equity, business considerations, client contract requirements, and candidate qualifications, such as education, experience, skills, and security clearances.

• Drive measurable customer outcomes, platform adoption, and long-term value realization for Obsidian’s marquee enterprise customers and strategic partners across EMEA. • Own the technical success strategy for complex enterprise accounts, aligning Obsidian’s platform capabilities to customer security priorities, business objectives, and operational maturity goals. • Serve as a trusted technical advisor to senior customer stakeholders, including security leaders, IT executives, administrators, and executive sponsors. • Partner with customers to define success plans, maturity roadmaps, and optimization strategies that increase product value, operational efficiency, and retention. • Proactively identify opportunities to improve customer health, adoption, and expansion by analyzing usage patterns, business priorities, and evolving security needs. • Orchestrate cross-functional engagement with Product, Engineering, Customer Success, Support, and Sales to deliver high-impact outcomes for strategic accounts. Represent the customer perspective in product roadmap discussions by surfacing strategic feedback, market trends, and enterprise requirements from across EMEA. • Deliver executive-ready business reviews, account health insights, technical strategy sessions, and value realization narratives for key stakeholders. • Lead technical workshops, enablement programs, and advisory sessions that increase customer self-sufficiency, platform maturity, and stakeholder alignment. • Mentor and develop TAM team members by establishing best practices, sharing enterprise engagement patterns, and raising the technical bar across the region. • Contribute to the growth and scalability of Obsidian’s EMEA Services Delivery function by improving playbooks, processes, documentation, and regional operating models.

• Serve as a technical subject matter expert for Delinea’s Privilege Access services and product offerings • Be the customer trusted advisor to ensure engagement and success with the Delinea solution deployment, expedite resolutions to obstacles, and help them derive the most out of their Delinea investment • Regularly monitor customer health, and communicate results with regional sales team, support, and renewals team • Deliver remote services to new and existing customers including software configuration, onboarding, and training • Engage with customers to quickly resolve high priority issues impacting their service delivery • Track new bugs, new product releases, and security vulnerabilities and proactively notify customer of any changes that may impact its environments. Will serve as the customer advocate for promoting customer interest within Delinea Engineering and Product Management organizations for future functionality and product roadmap items • Regular review sessions to validate plans, configurations, and designs centered around Delinea software and operations • Document customer environment details and share with Delinea Support and Engineering teams for faster issue root-cause and resolution • Coordinate and oversee Early Beta Access program of new releases, identifying opportunities to impact future product direction and assist with the testing and validation process • Subject to travel and safety restrictions, travel to customer facilities primarily in North America for Quarterly Business Reviews and Solution assessment • Maintain an established level of performance with our customers measured via satisfaction surveys • Foster and leverage key relationships inside Delinea to influence various functional groups to apply key resources to solve customer issues quickly • Develop and present executive-facing reports that summarize real-time situational updates and analysis as well as key themes extracted from escalations worldwide