Project Manager II - Client Delivery

About the Role

As a Project Manager II – Client Delivery at Synapse Analytics, you will own the strategic and operational delivery of Synapse's AI-powered products across our most complex and high-value banking and financial-institution client engagements. You will lead projects end-to-end, manage senior client relationships, drive cross-functional internal alignment, and act as a delivery authority within the Delivery & Success team. Beyond running your own portfolio, you will mentor junior PMs, define delivery standards, and contribute directly to how Synapse scales its client delivery capability.

You will operate at the intersection of client success, product implementation, and business growth — translating complex technical deployments into structured, value-driven outcomes for clients while shaping the internal systems and processes that make repeatable delivery possible.

Responsibilities

Strategic Project Delivery & Governance

• Lead end-to-end delivery of complex, multi-workstream client projects involving AI products, data integrations, and credit/risk policy digitalisation across banking and enterprise environments.

• Design and own delivery frameworks, governance structures, and escalation paths appropriate to each client context and project scale.

• Manage interdependencies across parallel workstreams and internal functions; ensure no single dependency becomes a delivery-stopping risk.

• Drive structured project closure: go-live sign-off, lessons learned, handover to customer success, and post-launch health reviews.

• Maintain accurate, real-time visibility into portfolio health; report project status, risks, and decisions clearly to internal leadership and client stakeholders.

Senior Client Relationship Management

• Own senior-level client relationships throughout the delivery phase, including C-suite, IT leadership, and business champions at financial institution clients.

• Lead and facilitate executive steering-committee meetings, milestone reviews, executive briefings, and escalation resolution sessions.

• Anticipate client concerns before they surface; proactively build confidence through transparency, consistency, and follow-through.

• Navigate politically complex, multi-stakeholder client environments — balancing client priorities with Synapse delivery commitments and commercial boundaries.

• Identify expansion and upsell opportunities through deep client engagement; collaborate with the commercial team to progress them appropriately.

Internal Leadership & Cross-Functional Coordination

• Serve as the senior delivery point of coordination between client environments and Synapse's Engineering, Forward Deployed Engineering, Product, QA, and Leadership teams.

• Own delivery-readiness assessments: ensure internal teams are prepared, resourced, and aligned before client commitments are made.

• Lead cross-functional delivery ceremonies, sprint reviews, and retrospectives; drive accountability and continuous improvement across teams.

• Partner with Forward Deployed Engineers and Solutions Architects on technical feasibility, integration scoping, and environment planning.

Delivery Methodology & Team Development

• Define, document, and continuously improve Synapse's client delivery playbook, including templates, processes, escalation frameworks, and onboarding practices.

• Identify recurring delivery patterns across client engagements and convert them into standardised, reusable delivery assets.

• Mentor and guide junior Project Managers, providing hands-on support, structured feedback, and delivery coaching.

• Contribute to hiring, onboarding, and capability-building within the Delivery & Success team.

Client Deliverables & Executive Communication

• Own the production of high-quality, executive-ready client deliverables including delivery roadmaps, status reports, steering-committee decks, risk summaries, and post-launch reviews.

• Communicate complex delivery situations clearly and confidently to both technical and non-technical audiences in English and Arabic.

• Set and uphold a high bar for documentation quality across the delivery function.

Experience

• 3–6 years of experience in project management, client delivery, or implementation management within a technology, SaaS, fintech, AI, or enterprise software environment.

• Proven track record owning complex, multi-stakeholder delivery projects end-to-end in client-facing settings.

• Experience delivering to or within banking, financial institutions, or regulated enterprise environments is strongly preferred but not necessary.

• Prior experience managing or mentoring junior delivery or project management professionals.

Project Management & Delivery Skills

• Advanced command of project management methodologies (Agile, Waterfall, hybrid); ability to adapt the right approach to each client context.

• Deep experience building and managing complex, multi-track delivery plans with cross-functional resource dependencies.

• Strong risk and issue management instincts; ability to structure ambiguous delivery situations into clear, actionable resolution paths.

• Experience defining delivery frameworks, templates, and playbooks from scratch, not just following existing ones.

Communication & Stakeholder Management

• Full professional fluency in both English and Arabic (written and spoken) — mandatory.

• Highly credible in senior and executive client settings; proven ability to lead steering committees, navigate difficult conversations, and build lasting client trust.

• Exceptional written communication; independently produces polished, executive-ready reports, presentations, and project artefacts.

• Strong influencing skills — able to align diverse internal and client stakeholders without direct authority.

Critical Thinking & Problem Solving

• Strong analytical thinker; able to diagnose root causes of delivery challenges and design structured solutions under pressure.

• Comfortable holding delivery tension between client expectations, technical constraints, and internal capacity realities.

• Sound commercial awareness; understands how delivery decisions affect client satisfaction, renewals, and business outcomes.

Nice to Have

• Familiarity with AI, data analytics, or machine-learning product deployments.

• Exposure to credit, risk, or compliance workflows within financial institutions.

• PMP, Prince2 Practitioner, or equivalent advanced project management certification.