Sr Manager - Project Management Office

The Head of PMO for IT Service Management leads delivery governance and portfolio execution across the IT Service Management organization. This role owns how ITSM programs and initiatives are planned, executed, and reported, spanning both ServiceNow-enabled delivery and broader operational and transformation initiatives.

This leader ensures consistent delivery standards, executive-level visibility, and strong program execution across a diverse portfolio of platform, process, operational, and M&A initiatives.

Key Responsibilities

Portfolio and Delivery Leadership

  • Own and drive the ITSM program portfolio from planning through execution

  • Establish and enforce standard delivery practices across Waterfall, Agile, and Hybrid delivery models

  • Actively manage cross-program dependencies, risks, sequencing, and delivery tradeoffs

  • Ensure consistent and predictable execution across platform and non-platform initiatives

  • Serve as the primary escalation point for program health, scope, and delivery risk

PMO Standards and Governance

  • Define and maintain PMO frameworks, delivery standards, templates, and ways of working

  • Ensure delivery rigor is applied consistently and scaled appropriately to initiative complexity

  • Build and maintain a repeatable operating model for program execution

  • Partner with ITSM leadership to align portfolio priorities to organizational goals

Portfolio Execution

  • Drive use of ServiceNow SPM as the system of record for portfolio planning and execution

  • Partner with the SPM platform owner to ensure structures and reporting meet PMO needs

  • Ensure data quality and consistency to support accurate portfolio-level reporting

  • Working knowledge of ServiceNow products (ITSM, ITOM, and related modules) is an advantage

Organizational Change and Enablement

  • Embed Organizational Change Management (OCM) including communications, training, readiness, and stakeholder outreach into program delivery

  • Ensure changes are consumable and sustainable across the enterprise

  • Coordinate rollout planning to maximize value realization and minimize disruption

Executive Communication and Reporting

  • Own executive-level portfolio reporting across the ITSM portfolio

  • Translate delivery data and program status into clear, concise narratives for senior leadership

  • Proactively surface risks, dependencies, and decisions required

  • Ensure consistent, high-quality communication across stakeholders at all levels

Partner and Vendor Management

  • Lead and manage delivery partners across ITSM program execution

  • Set clear expectations for quality, transparency, and accountability

  • Optimize partner usage to support scale and delivery efficiency

  • Address performance issues in a timely and constructive manner

M&A and Transformation Enablement

  • Drive delivery governance for M&A, divestiture, and TSA exit initiatives within ITSM scope

  • Ensure repeatable delivery patterns for integration and separation activities

  • Coordinate with IT, Security, Finance, and Business leaders to reduce execution risk

Qualifications and Experience

Required

  • Experience in leading enterprise PMO, portfolio delivery, or large-scale transformation programs

  • Demonstrated experience managing Waterfall, Agile, and Hybrid delivery models

  • Strong executive communication and portfolio reporting experience

  • Proven experience building and scaling PMO operating models

  • Experience managing global delivery teams and partners

  • Ability to operate effectively in complex, matrixed environments

Preferred

  • Experience delivering within or alongside IT Service Management organizations

  • Working knowledge of ServiceNow or comparable ITSM/portfolio platforms

  • M&A, divestiture, or TSA separation experience

  • Organizational Change Management background

  • Lean / Agile certifications (practical application preferred)

Leadership Attributes

  • Strong delivery instincts with a bias for execution

  • Clear, direct communicator across all levels of the organization

  • Pragmatic and outcome-oriented, right-sizes process to complexity

  • Comfortable managing ambiguity at scale

  • Builds credibility through follow-through and transparency