Lead PMO - SaaS Product Implementation

Roles & Responsibilities:

1) Program Governance & Strategy

• Establish and lead the Program Management Office (PMO) to drive structured execution of product implementations, post-implementation support, and customer success operations.
• Develop and enforce governance, policies, best practices, and methodologies (e.g., Agile, SAFe, Waterfall, Hybrid).
• Align implementation programs with organizational goals to ensure successful enterprise software deployments.
• Define KPIs and success metrics, driving continuous performance improvement.
• Oversee resource allocation, project prioritization, and stakeholder alignment across multiple implementations.
• Monitor project timelines, budget adherence, resource utilization, and risk factors.
• Implement a risk management framework to proactively identify and mitigate project risks.
• Create dashboards and reports for leadership, highlighting progress, challenges, and improvement areas.
• Monitor customer and internal escalations, analyse project trends, and take corrective actions.
• Enhance collaboration across Product, Engineering, Sales, and Customer Success teams to drive better implementation outcomes.

2) Implementation and Customer Process Standardization

• Develop standardized implementation frameworks for repeatable, scalable delivery of enterprise software solutions.
• Introduce automation, tools, and dashboards for real-time project tracking, reporting, and insights.
• Foster a culture of continuous improvement, process optimization, and learning from past implementations.

3 Data Driven Continuous Improvement and Decision Support

• Drive a data-driven culture, ensuring decisions are based on objective insights.
• Recommend process improvements, automation, and best practices based on metric-driven findings.
• Collaborate with cross-functional teams to enhance efficiency and customer satisfaction.

Mandatory Requirements:

• Excellent communication, presentation, and relationship-building skills.
• Analytical mindset with the ability to derive insights from customer data.
• Experience with SaaS platforms and enterprise software solutions.
• Proven ability to manage multiple customer relationships and prioritize effectively.
• Expertise in process definition, standardization, and improvement within large software delivery landscapes.
• Strong understanding of the end-to-end development and delivery lifecycle of large enterprise solutions.
• Proficiency in software delivery tools such as MS Office (including Microsoft Project), JIRA, Confluence, etc.
• Ability to communicate technical information effectively to both technical and non-technical stakeholders.

Desirable Skills:

• Preferably a certification in practical application of the Scrum Management, SAFe, PMI ACP discipline
• Work Experience in Multi-Cultural Environment, particularly Indian offshore teams