Job Description:

Key Responsibilities:

Governance & Standards:

Define, implement, and maintain PMO frameworks, methodologies, tools, and templates across ServiceNow projects—spanning Agile, Waterfall, or hybrid approaches.Lead the PMO Center of Excellence (PMCoE): own standardized processes, training, metrics, and performance reporting.

Portfolio & Program Management:

Oversee multiple parallel ServiceNow projects, managing scope, schedule, budget, and resource alignment against organizational goals.Facilitate demand-to-delivery processes using ServiceNow Strategic Portfolio Management (SPM), including intake, project prioritization, and benefit tracking.

Execution & Delivery Oversight:

Lead implementation of enterprise-critical ServiceNow modules—such as IT Service Management (ITSM), Project Portfolio Management (PPM)/SPM, Asset Management, etc.—ensuring delivery quality, consistency, and alignment with technical and business requirements.Monitor risks, issues, dependencies, and inter-project coordination; implement mitigation strategies and ensure timely escalation.

Financial & Performance Management:

Establish and manage project budgets, track financial performance, and report variance; deliver regular forecasts and accrual analysis.Use metrics, dashboards, and data-driven analysis to assess project health and drive continuous improvement across the PMO.

Process Improvement:

Identify opportunities for process improvements and operational efficiencies within IT.Apply Lean, Six Sigma, or other process improvement methodologies to drive continuous improvement.Measure and report on the impact of transformation initiatives on IT performance.

Stakeholder Engagement:

Build strong relationships with key stakeholders, including senior leadership, department heads, and external partners.Facilitate workshops, meetings, and presentations to communicate transformation goals and progress.Act as a liaison between IT and other business units to ensure alignment and collaboration.

Performance Monitoring and Reporting:

Establish metrics and KPIs to track the success of IT transformation initiatives.Regularly report on progress, outcomes, and lessons learned to senior leadership. Adjust strategies and plans based on feedback and performance data.

Qualifications:

Education:

Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field. Advanced degree (MBA, etc.) preferred.

Experience:

7+ years of experience in IT transformation, project management, or a related field.Proven track record of leading successful IT transformation initiatives in a complex organizational environment.Experience with change management and process improvement methodologies.

Certifications:

Project Management Professional (PMP) or similar certification preferred.ITIL certification is a plus.Certifications in Lean, Six Sigma, or other process improvement methodologies are a plus.

Skills:

Strong leadership and project management skills.Excellent communication and interpersonal skills. - Ability to think strategically and execute methodically.Strong analytical and problem-solving abilities.Proficiency in project management and process improvement tools and methodologies.Knowledge of ITIL, Agile, and other IT frameworks.Ability to manage multiple projects and priorities simultaneously.

Competencies:

Strategic thinking and planning.Strong organizational and multitasking abilities.Attention to detail and commitment to quality.Ability to work effectively under pressure and meet tight deadlines.Collaborative and team-oriented mindset.

Working Conditions:

Flexibility to work outside normal business hours to meet project deadlines or address critical issues.

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