Lead Services Program Manager

NICE; Atlanta (GA); On-site; USD 110,000 - 140,000; Full time

Job summary

NICE is seeking a Lead Services Program Manager to advance its Cloud Professional Services team. This role involves shaping partner delivery for AI-powered financial crime solutions and has direct visibility with executive leadership.

The successful candidate will manage Professional Services sales for the Essentials portfolio, ensuring quality and scalability with partner engagement. The position is hybrid, promoting face-to-face collaboration alongside remote work, catering to a dynamic work environment.

Qualifications

• 7+ years in professional services or implementation roles delivering financial crime compliance solutions.
• Experience with AI/ML-based products.
• Strong program management fundamentals.
• Outstanding presentation and communication skills.

Responsibilities

• Lead Professional Services' contribution to the Partner Program.
• Own Professional Services sales for the Essentials portfolio.
• Act as Program Manager for high-priority internal initiatives.

Skills

Professional services experience

Program management

Communication skills

Commercial acumen

Ability to influence without authority

Education

BA/BSc in a relevant field

Job description

NiCE Actimize

is seeking a commercially sharp, senior-level Lead Services Program Manager to join the Cloud Professional Services team. Despite the individual contributor designation, this is a high-influence role with direct exposure to executive leadership, cross‑functional ownership, and a mandate to shape how Actimize scales its AI‑powered financial crime solutions through the partner channel.

Why this role, why now

Growing our partner delivery ecosystem is one of Actimize's highest‑priority strategic initiatives. This person will define how partners deliver our AI‑powered solutions, enable them to meet our quality bar, and ensure the program scales effectively as more partners are onboarded. The work carries executive visibility and has a direct impact on Actimize's ability to grow through the channel.

Responsibilities

The role carries three responsibilities in priority order: leading PS's contribution to the Partner Program, owning Professional Services sales for the Essentials portfolio, and program managing one or two critical internal initiatives. These responsibilities are distinct and clearly prioritized – this is not a role where everything is equally urgent.

Partner Program Support

• Enable the partner certification program – work with the Education team to ensure the right training content is available for each partner track, and keep course offerings current as the program evolves.
• Own and evolve the Partner Delivery Methodology – maintain the PS delivery framework for AI‑powered financial crime solutions, update RACI and handoff documentation, and incorporate learnings as additional partners enter the program.
• Support active partner delivery engagements – serve as the PS point of contact for partners in the pilot and onboarding phases, resolving delivery issues and feeding lessons learned back into program materials.

PS Sales – Essentials Portfolio

• Own the end‑to‑end Professional Services sales motion for the Essentials product line, from opportunity qualification through contract execution.
• Develop, negotiate, and finalize Statements of Work (SOWs), project estimates, and service proposals in collaboration with sales, legal, and delivery teams.
• Serve as the PS subject‑matter expert in pre‑sales conversations – scoping engagements, defining delivery models, and setting client expectations.
• Partner with Account Executives to ensure PS is positioned early and consistently in the Essentials sales cycle.
• Maintain pipeline visibility; track bookings, forecasts, and conversion rates.
• Continuously refine SOW templates, pricing models, and scoping methodologies.

Program Management – Strategic Initiatives

• Act as Program Manager for one or two high‑priority internal initiatives as assigned by senior leadership.
• Define scope, milestones, resource plans, risk registers, and escalation paths.
• Drive cross‑functional alignment and communicate program status proactively to executive sponsors.

Education & Experience

• 7+ years in professional services or implementation roles delivering financial crime compliance solutions (AML, fraud, transaction monitoring, or similar platforms). Hands‑on Actimize implementation experience is a strong advantage.
• Comfort working with AI/ML‑based products and communicating their value and delivery requirements to both technical and business audiences.
• Demonstrated experience authoring and negotiating SOWs, MSAs, and professional services agreements.
• Strong program management fundamentals – structured, disciplined, able to manage multiple concurrent workstreams.
• Commercially minded: understands PS margin, pipeline health, and how services revenue connects to business outcomes.
• Outstanding presentation and communication skills – written, verbal, and visual. Able to command a room and influence decisions at C‑level.
• BA/BSc in a relevant field required. Fluent spoken and written English.

Preferred

• Experience with partner program design, channel enablement, or partner delivery coordination.
• Familiarity with AI/ML‑based solution delivery – understanding model lifecycle, data dependencies, or analytics‑driven implementations.
• Familiarity with cloud‑delivered and SaaS hybrid delivery models.
• Prior experience working with or enabling global system integrators or advisory partners.

Inter‑Personal Skills

• Self‑starter who takes ownership and runs with it – comfortable picking up ambiguous problems, forming a point of view, and driving forward without waiting to be told how.
• Fast learner with genuine curiosity – energized by new domains, willing to experiment, and quick to apply what they have learned.
• Exceptional presentation skills – able to distill complex topics into clear, compelling narratives for any audience, from technical teams to C‑suite executives. This is a non‑negotiable for the role.
• Builds trust across partners, clients, and internal stakeholders with equal ease.
• Influences without authority – essential in a matrixed, cross‑functional environment.
• Highly organized; thrives under pressure with multiple overlapping priorities.

What’s in it for you?

This is a high‑visibility role with direct access to senior leadership and meaningful influence over a strategic company priority. You will work across Partner Sales, Professional Services, and Product – building something new rather than maintaining the status quo.

In your first year, success looks like: a functioning Partner Delivery Methodology in use with active partners, a clean SOW process for the Essentials portfolio, and at least one critical program delivered on time. From there, the scope grows with the partner ecosystem.

Enjoy NiCE‑FLEX!

At NiCE, we work according to the NiCE‑FLEX hybrid model: 2 days in the office, 3 days remote each week. Office days focus on face‑to‑face collaboration, ideation, and relationship‑building.

About NiCE Actimize

NiCE Actimize is the largest and broadest provider of financial crime, risk, and compliance solutions for regional and global financial institutions and government regulators. Consistently ranked #1 in the space, NiCE Actimize applies AI and machine learning to protect institutions and safeguard consumers’ and investors’ assets – detecting financial crime, preventing fraud, and enabling regulatory compliance at scale.

About NiCE

NICELtd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors >3 billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.