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Senior Project Manager Position

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Noida, Uttar Pradesh, India beBeeProjectManagement Full time ₹ 1,20,00,000 - ₹ 1,70,00,000
Job Summary

We are seeking a detail-oriented and organized Project Management Officer (PMO) Lead to report into the Head of Customer Support Transformation & Service Introduction. This role sits at the heart of our support function, acting as the connective tissue between strategic initiatives, project execution, and cross-functional coordination.


Main Responsibilities:
  • Establish and enforce PMO frameworks, methodologies, and tools tailored to ITIL and support operations.
  • Drive clarity, follow-through, and accountability by ensuring action items are documented, owners are assigned, and timelines are met.
  • Ensure all projects follow consistent lifecycle practices and maintain centralized documentation and a single source of truth for project status, risks, decisions, and KPIs.

Portfolio Management:
  • Oversee a portfolio of initiatives impacting Customer Support, ITSM processes, and service delivery.
  • Facilitate demand management, prioritization, and capacity planning across support teams.
  • Track dependencies, budgets, timelines, and resource utilization across active and upcoming projects.

Reporting and Communication:
  • Create and deliver project dashboards, reports, and executive summaries on performance, risks, and progress.
  • Support continuous improvement efforts with data-driven insights and retrospective reviews.
  • Serve as liaison between project teams, service owners, business stakeholders, and senior leadership.

Key Qualifications:
  • 5+ years of experience in project/program management or PMO functions.
  • Strong understanding of ITIL best practices and their application in operational environments.
  • Proven experience managing projects within Customer Support, ITSM, or Service Desk functions.
  • Proficiency in project management tools (e.g., MS Project, Smartsheet, JIRA).
  • Strong organizational, communication, and stakeholder management skills.
  • Ability to translate strategic goals into actionable and measurable project outcomes.

Preferred Skills:
  • Experience working with or supporting customer or merchant support functions, preferably in SaaS, fintech, or payments.
  • ITIL Foundation certification (v3 or v4).
  • PMP, PRINCE2, or Certified Scrum Master (CSM) credentials.
  • Experience with, Jira Service Management, ServiceNow or other ITSM platforms.
  • Familiarity with customer satisfaction programs, ticketing systems, and support metrics (SLAs, CSAT, FCR).