Program Management Manager – Technology Portfolio Operations

Role Overview

• Own demand intake hygiene and enforce consistent work classification
• gearing ratios, staffing mix etc to enable accurate planning, reporting, and prioritization.
• Establish capacity models (role-based capacity, availability assumptions, utilization targets) and maintain rolling 12-week, quarterly, and annual capacity plans.
• Translate demand signals into resourcing scenarios (baseline/commit/stretch), clearly documenting tradeoffs and impacts to SLAs and commitments.
• Run workforce governance and operating rhythms (weekly/monthly/quarterly) to manage allocation, resolve staffing conflicts, and ensure highest-value work is staffed appropriately.
• Build forecasting and what-if models (incoming demand, throughput, carryover) to improve predictability and inform hiring, vendor, and budget decisions.
• Monitor workforce health (utilization, allocation drift, skill mix gaps, attrition/leave impacts) and drive actions such as rebalancing, cross-training, and surge support.
• Align partner/vendor capacity plans with readiness milestones (e.g., butts-in-seats), ramp plans, and business continuity needs; define operational readiness criteria and performance expectations.
• Standardize planning calendars, handoffs, and SLAs (intake-to-assignment) to reduce aging/unassigned work and improve flow.
• Define and govern a single set of demand/capacity KPIs (e.g., forecast accuracy, utilization, allocation stability, work aging, service tier performance) with clear data definitions and refresh cadence.
• Build and maintain executive dashboards and standardized operational readouts that provide a single source of truth and accelerate prioritization and resourcing decisions.

Requirements

• Experience in Business Operations, Portfolio Operations, PMO/TPMO Operations, workforce management, or operational excellence roles.
• Proven ability to build and run operational mechanisms (intake, prioritization, governance, and performance management) across cross-functional stakeholders.
• Demonstrated experience with demand and capacity management, including forecasting, scenario planning, and workforce allocation in a matrixed environment.
• Strong background in process design, SOP/runbook development, and continuous improvement in a fast-paced environment.
• Advanced analytical and reporting skills, including KPI definition, dashboarding, and executive storytelling with data.
• Hands-on experience governing enterprise tools/workflows (e.g., Jira, ServiceNow) and implementing automation to scale operations.
• Excellent communication, facilitation, and stakeholder management skills; ability to influence without authority.

Tech Stack

• ServiceNow

Benefits

• medical/prescription drug coverage (with a Health Savings Account feature)
• dental and vision options
• employee and spouse/child life insurance
• short and long-term disability protection
• 401(k) with PNC match
• pension and stock purchase plans
• dependent care reimbursement account
• back-up child/elder care
• adoption, surrogacy, and doula reimbursement
• educational assistance, including select programs fully paid
• a robust wellness program with financial incentives
• maternity and/or parental leave
• up to 11 paid holidays each year
• 9 occasional absence days each year, unless otherwise required by law
• between 15 to 25 vacation days each year, depending on career level; and years of service