Director, NA Professional Services PMO

Role Overview

• Drive and scale the Enterprise PMO, ensuring consistent, on-time, and on-budget delivery of strategic initiatives.
• Lead highly complex, multi-workstream enterprise engagements spanning technology, operations, and business transformation, often executed in parallel and across multiple geographies.
• Coordinate and integrate multiple interlinked delivery tracks to ensure aligned execution across people, process, technology, infrastructure, and third-party providers.
• Oversee project-level customer relationships, ensuring effective communication, escalation management, and stakeholder alignment throughout program execution.
• Recruit, mentor, and develop high-performing PMO talent and foster a collaborative, continuous-improvement mindset.
• Drive a culture of accountability, execution excellence, and results.
• Establish and manage robust program governance, portfolio oversight, risk management, and executive-level reporting for large, mission-critical initiatives.
• Own end-to-end delivery of enterprise programs across automation, document processing, content management, BPM, BPO, IDP, AI, and enabling technologies.
• Manage budgets, resources, timelines, risks, dependencies, and issues; ensure proactive mitigation and escalation.
• Provide clear executive-level reporting on program health, progress, and outcomes.
• Partner with business, IT, operations, and executive leadership to define scope, objectives, and delivery roadmaps.
• Lead cross-functional initiatives involving shared services, vendors, and external partners.

Requirements

• Bachelor’s degree in Business, Engineering, Computer Science, Information Systems, or related field.
• 10+ years of experience in program and project management, including enterprise-scale initiatives.
• 5+ years leading an Enterprise PMO or managing managers.
• Proven experience delivering highly complex, multi-workstream programs spanning technology, operations, infrastructure, people, and third-party providers.
• Demonstrated success in digital transformation, automation, and technology-enabled business programs.
• Experience managing large portfolios with significant budgets and cross-functional dependencies.
• Strong execution mindset with exceptional cross-functional leadership and executive communication skills.
• Expertise in program governance, portfolio management, and change management.
• Proficiency with enterprise PM and portfolio tools (e.g., Jira, Smartsheet, ServiceNow, or similar).
• Preferred Certifications: PMP, SAFe, ITIL, Lean Six Sigma, or equivalent

Tech Stack

• PMP
• ServiceNow