PMO Lead

About the Role

The PMO Lead is responsible for establishing and enforcing project delivery standards, optimizing resource utilization, and ensuring predictable, high-quality execution across all customer engagements. This role centralizes project management functions, directly manages Project Managers, and acts as the operational bridge between Sales, Delivery, and Customer Success.

The PMO Lead ensures that projects are properly scoped, resourced, initiated, governed, and delivered on time, on budget, and to customer expectations.

• Enforce standardized project delivery methodology (phases, gates, deliverables)
• Ensure all projects follow defined governance (status reporting, risk management, change control)
• Monitor project health across scope, schedule, budget, and quality
• Lead escalation management and recovery plans for at‑risk projects
• Drive consistency in project execution across regions and teams
• Own project manager allocation and capacity planning across all engagements
• Partner with regional/resource managers to optimize consultant and solution architect utilization
• Ensure work is assigned promptly
• Balance workload across teams to maximize billable utilization and minimize bench time
• Provide visibility into capacity gaps and hiring needs

• Establish a structured intake process from Sales to Services
• Ensure all projects meet entry criteria before kickoff (SOW, defined Scope, budget, timeline)
• Ensure projects are kicked off quickly and correctly
• Drive customer alignment on timelines, resource commitment, and delivery expectations
• Track and report on key metrics:
  • Utilization rates
  • Project margin / profitability
  • Revenue forecast vs. actuals
  • Milestone completion and billing
• Ensure timely milestone completion and revenue recognition
• Identify and address revenue loss (scope creep, under utilization, delays)
• Directly manage Project Managers (hiring, coaching, performance management)
• Establish PM best practices, playbooks, and training programs
• Mentor PMs on customer management, delivery rigor, and financial accountability
• Drive accountability and performance standards across the PM team

• Partner with Sales to ensure realistic scoping and delivery expectations
• Collaborate with Product on escalations, enhancements, and delivery dependencies
• Work with Customer Success to ensure smooth transitions post go‑live
• Act as the central point of coordination across delivery functions

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