Project Management Office and Service Operations Supervisor

Provides leadership and oversight for project management staff and is responsible for the successful delivery of complex, cross-functional projects and programs across the organization. This role supervises project support staff, establishes and enforces project management standards, and ensures the consistent application of project governance, organizational change management, and IT service management practices.

Monday - Friday 8am-5pm with on call hours as needed.

~ Supervise, assign, and evaluate the work of project support staff, providing leadership, coaching, and professional development.

~ Ensure business resilience with project support staff supervised through on-the-job cross training and other knowledge sharing mechanisms.

~ Lead and oversee, with guidance from the Assistant Director, the planning, execution, and completion of multiple concurrent projects and programs, ensuring alignment with organizational goals and strategic priorities.

~ Establish and maintain project management standards, templates, governance processes, and reporting requirements to ensure consistency across projects.

~ Manage the full project lifecycle including initiation, planning, execution, monitoring, and closure using waterfall, agile, and hybrid methodologies.

~ Lead, with guidance from the Assistant Director, complex projects requiring cross‑departmental coordination, executive involvement, and detailed risk management.

~ Develop and maintain project governance structures, steering committees, status reporting processes, and performance metrics to monitor project health.

~ Coordinate resource allocation, scheduling, scope, and budget management across multiple projects to ensure efficient use of staff and financial resources.

~ Support IT leadership in implementing activities related to program management such as stakeholder engagement, communication planning, training coordination, and adoption strategies.

~ Ensure project work aligns with ITIL service management processes, including change, incident, problem, release, and service transition practices.

~ Identify, evaluate, and manage project risks, issues, and dependencies, serving as the primary escalation point for complex or high‑impact concerns.

~ Coordinate with stakeholders from business units, and technical teams to prioritize initiatives, resolve conflicts, and support organizational objectives.

~ Support the Assistant Director of Governance in implementing activities as directed, in support of vendor and contract activities related to projects, including coordination, performance monitoring, and deliverable review.

~ When implementing projects, ensure that the PMO team serves as a liaison between business units and Information Technology, to ensure clear communication, alignment of priorities, and effective delivery of technology solutions that support operational needs. Translate business needs into project requirements and facilitate collaboration between stakeholders and technical teams.

~ Lead post‑implementation reviews, support continuous improvement of project management practices, and ensure compliance with organizational policies, regulatory requirements, and technology standards.

Required

Education:

Associate’s degree from an accredited college or university.

Required:

At least five years of extensive knowledge of project management principles, practices, and standards with proven ability to lead, supervise, mentor, and evaluate professional staff.

Required:

Project Management Professional (PMP) and Scrum Master Certification (CSM).

Requires extensive knowledge of project management principles, practices, and standards, including demonstrated expertise in waterfall, agile, and hybrid project management methodologies. Thorough knowledge of organizational change management practices and the ability to apply structured change management approaches to support successful project implementation is required. Strong knowledge of the ITIL framework and IT service management processes, including change, incident, problem, and release management, is essential to ensure proper alignment…