Watchtower Lead

We are hiring a Watchtower Lead to oversee lifecycle governance across all active deployments.

This role sits within Customer Success and plays a critical part in ensuring projects progress in a structured, predictable way. You will be responsible for maintaining clear stage gates, ensuring required documentation and approvals are in place, and providing visibility across a growing portfolio of concurrent deployments.

As deployment volume increases, this role provides consistency, transparency, and sequencing discipline across the organisation. You will work closely with senior stakeholders to ensure standards are upheld and that progression between stages is evidence-based and clearly documented.

Responsibilities

Lifecycle Gate Oversight

• Maintain lifecycle gate structure within our deployment platform
• Ensure required documentation and evidence is submitted prior to progression
• Verify authorised sign-off documentation
• Pause progression where readiness criteria are not met
• Maintain a clear and accurate view of gate status across all deployments

Escalation Governance

• Categorise escalation types and themes
• Track escalation ageing and resolution progress
• Identify systemic patterns or repeat issues
• Surface structural risks to Customer Success leadership
• Ensure escalations are visible, managed, and documented

Concurrency & Portfolio Visibility

• Maintain a real-time view of all active deployments
• Track lifecycle stage distribution
• Identify bottlenecks or sequencing pressure points
• Provide structured reporting to the VP Customer Success
• Support informed capacity planning discussions

Process & Audit Development

Short-term focus:
• Strengthen evidence submission discipline
• Ensure documentation completeness and traceability

Long-term focus:
• Develop structured audit trails within the lifecycle system
• Introduce periodic governance reviews
• Formalise reporting cadence
• Support continuous improvement of process maturity

Team Leadership

• Manage an offshore Project Coordinator
• Establish structured governance rhythms across time zones
• Ensure documentation standards are consistent and scalable

Objectives & Success Measures

Success in this role is measured through stability, clarity, and predictability.

Key indicators include:

• High lifecycle gate compliance
• Reduction in late-stage rework
• Improved escalation visibility and ageing control
• Clear, accurate portfolio reporting
• Reduced reactive firefighting across deployments

We are seeking candidates with experience in one or more of the following:

• Programme governance
• PMO leadership
• Operational risk management
• Quality systems governance
• Manufacturing programme control
• Lean or process transformation environments

Candidates should demonstrate:

• Experience operating within structured delivery frameworks
• Confidence to challenge constructively when standards are not met
• Strong written documentation capability
• Calm, balanced judgement under pressure
• Experience working across functions and time zones

Not Required. You do NOT need:

• Coding capability
• AI engineering expertise
• Sales background
• Site-based technical engineering experience

Governance discipline and structured thinking are more important than technical depth.

What we provide

·       9% pension

·       Cycle to work Scheme

·       EAP Scheme
·       25 days holiday plus your birthday off

·       An opportunity to grow your skills with some of the most exciting thought leaders from the technology industry 

·       A collaborative culture where you are supported, given constructive feedback to develop your skills and be part of a team where you can influence change

·       Work with an industry disruptive solution which has a massive impact on our clients

·       An industry with a lot of ‘white space’, selling into organisations that don’t currently have a digital solution.

·       Autonomy and scope to continuously improve our processes, ways of working, and to delight our customers.

·       Support with training & development to stay ahead of industry trends in technology and operational techniques.