Job Description Summary

Job Description

Job Description Summary

The Head of PMO for IT Service Management leads delivery governance and portfolio execution across the IT Service Management organization. This role owns how ITSM programs and initiatives are planned executed and reported spanning both ServiceNow-enabled delivery and broader operational and transformation initiatives.

This leader ensures consistent delivery standards executive-level visibility and strong program execution across a diverse portfolio of platform process operational and M&A initiatives.

Key Responsibilities

Portfolio and Delivery Leadership

Own and drive the ITSM program portfolio from planning through execution

Establish and enforce standard delivery practices across Waterfall Agile and Hybrid delivery models

Actively manage cross-program dependencies risks sequencing and delivery tradeoffs

Ensure consistent and predictable execution across platform and non-platform initiatives

Serve as the primary escalation point for program health scope and delivery risk

PMO Standards and Governance

Define and maintain PMO frameworks delivery standards templates and ways of working

Ensure delivery rigor is applied consistently and scaled appropriately to initiative complexity

Build and maintain a repeatable operating model for program execution

Partner with ITSM leadership to align portfolio priorities to organizational goals

Portfolio Execution

Drive use of ServiceNow SPM as the system of record for portfolio planning and execution

Partner with the SPM platform owner to ensure structures and reporting meet PMO needs

Ensure data quality and consistency to support accurate portfolio-level reporting

Working knowledge of ServiceNow products (ITSM ITOM and related modules) is an advantage

Organizational Change and Enablement

Embed Organizational Change Management (OCM) including communications training readiness and stakeholder outreach into program delivery

Ensure changes are consumable and sustainable across the enterprise

Coordinate rollout planning to maximize value realization and minimize disruption

Executive Communication and Reporting

Own executive-level portfolio reporting across the ITSM portfolio

Translate delivery data and program status into clear concise narratives for senior leadership

Proactively surface risks dependencies and decisions required

Ensure consistent high-quality communication across stakeholders at all levels

Partner and Vendor Management

Lead and manage delivery partners across ITSM program execution

Set clear expectations for quality transparency and accountability

Optimize partner usage to support scale and delivery efficiency

Address performance issues in a timely and constructive manner

M&A and Transformation Enablement

Drive delivery governance for M&A divestiture and TSA exit initiatives within ITSM scope

Ensure repeatable delivery patterns for integration and separation activities

Coordinate with IT Security Finance and Business leaders to reduce execution risk

Qualifications and Experience

Required

10 years leading enterprise PMO portfolio delivery or large-scale transformation programs

Demonstrated experience managing Waterfall Agile and Hybrid delivery models

Strong executive communication and portfolio reporting experience

Proven experience building and scaling PMO operating models

Experience managing global delivery teams and partners

Ability to operate effectively in complex matrixed environments

Preferred

Experience delivering within or alongside IT Service Management organizations

Working knowledge of ServiceNow or comparable ITSM/portfolio platforms

M&A divestiture or TSA separation experience

Organizational Change Management background

Lean / Agile certifications (practical application preferred)

Leadership Attributes

Strong delivery instincts with a bias for execution

Clear direct communicator across all levels of the organization

Pragmatic and outcome-oriented right-sizes process to complexity

Comfortable managing ambiguity at scale

Builds credibility through follow-through and transparency

Additional Information