Program Management Manager- Technology Portfolio Operations

** Position Overview*
* At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company's success. As a Program Management Manager within PNC's Technology organization, you will be based in Pittsburgh, PA, Cleveland, OH or Dallas, TX.

The TPMO Operations team is recruiting a Technology Portfolio Operations Manager responsible for overseeing and advancing demand intake processes, capacity planning, and utilization reporting throughout the TPMO group. This role is accountable for scalable processes, tool governance, operational controls, and data-driven insights that improve throughput, predictability, and transparency in a global delivery model. The ideal candidate is execution-oriented, analytical, and experienced in building durable operational mechanisms across cross-functional stakeholders.

Key Responsibilities:

Demand, Capacity & Workforce Management (Metrics & Reporting)

- 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.

Key

Qualifications:

- 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, Service Now) and implementing automation to scale operations.

- Excellent communication, facilitation, and stakeholder management skills; ability to influence without authority.

Preferred Qualifications

- Experience working within an enterprise TPMO/PMO as an operations, governance, or portfolio enablement function.

- Familiarity with Lean, Six Sigma, Agile operations, or other continuous improvement methodologies.

- Experience designing intake/demand management models and operating cadences for technology portfolios.

- Experience scaling…