PMO Manager

Position Summary

The Professional Services PMO Manager is responsible for leading our Project Management team while directly managing customer projects and Co-Managed Services engagements. The role is approximately 60% PMO leadership and team management / 40% direct customer delivery. This position owns the consistency, visibility, and effectiveness of project delivery across Professional Services and Co-Managed Services, connecting Sales, Solutions Architecture, Engineering, Finance, customers, and Professional Services Leadership.

• Lead, coach, develop, and hold accountable the Project Management team through regular 1:1s, performance management, training, and professional development.
• Monitor workload, productivity, utilization, time tracking, and overall execution.
• Establish and enforce consistent project management processes, workflows, templates, documentation, reporting, and communication standards.
• Provide oversight and quality assurance across projects managed by the PM team.
• Recruit and develop Project Management resources as needed.

• Maintain visibility across the full Professional Services and Co-Managed Services portfolio, including project health, schedules, aging, dependencies, blocked work, resource conflicts, customer concerns, and delivery risk.
• Identify stalled engagements and drive appropriate escalation and corrective action.
• Provide leadership with clear, concise visibility into portfolio and customer health.
• Participate directly in customer escalations, project recoveries, and executive discussions when appropriate.
• Identify engineering delivery or accountability concerns and elevate through the appropriate leadership channels.

• Own the transition from Sales and Solutions Architecture into delivery through the internal kickoff process.
• Validate scope, assumptions, prerequisites, dependencies, resource requirements, schedules, and customer expectations before execution.
• Ensure unclear or incomplete requirements are addressed before they become delivery issues.
• Support a consistent transition from project implementation into ongoing Co-Managed Services.

• Identify scope creep and initiate appropriate review and change-order activity.
• Oversee preparation and coordination of project change orders.
• Track and forecast milestone billing and trigger invoicing with Finance.
• Ensure Project Managers appropriately track contractual, financial, and delivery milestones.
• Escalate conditions that may negatively affect project completion, billing, or financial performance.

• Maintain a regular pulse on customer satisfaction and communicate simple Red/Yellow/Green health indicators.
• Develop strong professional relationships with customers and WTG Account Executives.
• Ensure recurring Co-Managed Services activities, including monthly and quarterly health checks, are proactively scheduled and tracked.
• Maintain continuity between Professional Services projects and ongoing Co-Managed Services engagements.
• Identify opportunities to improve customer communication, responsiveness, and overall delivery experience.

• Personally manage an assigned portfolio of customer projects and Co-Managed Services agreements.
• Lead kickoff, status, planning, and service-delivery meetings.
• Coordinate engineering resources, customer responsibilities, schedules, dependencies, and deliverables.
• Maintain project status, action items, risks, milestones, and escalations.
• Manage scope changes, change orders, and billing triggers for assigned engagements.
• Recognize when technical, customer, or delivery issues require escalation and engage the appropriate resources.

• Experience leading Project Managers in an IT solutions provider, VAR, MSP, systems integrator, consulting, or Professional Services environment.
• Experience managing multiple concurrent customer-facing technology projects.
• Strong understanding of project delivery, resource coordination, scope management, change orders, milestone billing, and customer escalation.
• Ability to recognize when a technical engagement is becoming stuck without needing to be the technical subject-matter expert.
• Strong organizational, communication, leadership, and customer relationship skills.
• Experience with PSA or Professional Services automation platforms, preferably Autotask/Datto PSA.

• Projects…