Job Description

ROLE PURPOSE
The Portfolio Manager: PMO provides strategic and operational leadership for the Project Management Office, ensuring the successful delivery of programs and projects aligned with organizational objectives. This role oversees departmental operations, resource allocation, and governance while driving continuous improvement and adherence to SLAs and KPIs.
ROLE REQUIREMENT

• Lead strategic planning for the PMO, aligning portfolio delivery with organisational goals and client expectations.
• Implement and maintain governance frameworks, processes, and policies to ensure compliance with organisational standards.
• Lead and manage the PMO team, including hiring, onboarding, coaching, performance management, succession planning, and professional development.
• Oversee the financial management of projects, including budgeting, forecasting, and reporting on expenditure vs. plan.
• Ensure all projects adhere to agreed timelines, budgets, and quality standards.
• Monitor project performance against KPIs and agreed deliverables, allocating and managing resources across projects to ensure capacity, skills, and workload balance.
• Provide accurate, timely, and actionable reporting to internal and external stakeholders, including dashboards, risk registers, and progress updates.
• Identify risks and issues across the portfolio and implement mitigation strategies, including escalation to senior leadership as required.
• Champion continuous improvement initiatives, driving process optimisation, automation, and lessons-learned sessions.
• Support change management initiatives, ensuring smooth adoption of new processes, tools, and standards.
• Facilitate cross-functional collaboration between PMO, CSOC, Service Management, and other business units.
• Allocate and manage resources across projects to ensure capacity, skills, and workload balance.

Key Performance Indicators (KPIs):

• Aligning tactical and operational priorities to address resource and operational challenges
• Accountable for ensuring appropriately skilled resources through mapping key outputs, facilitating the assessment of team skills, identification of training needs, and implementing programs to enhance performance.
• Accountable for setting clear business related targets for service levels and ensure delivery of services can be properly assessed, monitored and managed against the targets
• Accountable for the alignment of the practices and services with changing needs, through ongoing improvement, to ensure efficient and effective management of products and services
• Responsible for customer retention by ensuring customer satisfaction, maintaining strong relationships, and improving the overall service experience
• Evaluate risk and participate in quality assurance efforts
• Oversee expenses and budgeting to help the organization optimize costs and benefits for MSOC
• Support strategic planning for CSOC operations, including capacity planning, workforce optimization, and service roadmap development.
• Project compliance rates aligned to time and budget.
• Team productivity, engagement, and retention metrics.
• Accuracy, timeliness, and insightfulness of project and management reporting.
• Successful implementation of continuous improvement initiatives.

Qualifications and Experience
Qualifications:

• Bachelors degree in Business Administration, Project Management, Information Technology, or related field.
• Project Management certification (e.g., PMP, PRINCE2, or equivalent and ITIL) preferred.
• Professional development in leadership, portfolio management, or program governance is advantageous.

Required Experience:

• 8+ years in project/program/portfolio management within a corporate or technology environment.
• Proven experience leading and managing teams, including performance management, coaching, and succession planning.
• Strong experience with portfolio governance, financial management, and programme management.
• Demonstrated ability to manage multiple projects simultaneously with strong planning and organisational skills.
• Experience in reporting to senior management and interfacing internal and external stakeholders.
• Track record of implementing process improvements, change management initiatives, and operational excellence programs.

Skills Required