Project Management Office

2 days ago

Noida, India Ingenico Full time
Customer Support - Project Management Office
We’re looking for a detail-oriented, organized, and proactive PMO Lead reporting into the Head of Customer Support Transformation & Service Introduction. The PMO Lead will be driving operational excellence across a dynamic, high-impact support organization at a leading payments platform. This role sits at the heart of our support function, acting as the connective tissue between strategic initiatives, project execution, and cross-functional coordination.
As the PMO Lead, you'll ensure that key initiatives are well-planned, tracked, and delivered on time. While your core responsibilities will focus on standard PMO duties, an appreciation and understanding of the customer and merchant support experience will be highly valuable.

Project Governance & Standards
Establish and enforce PMO frameworks, methodologies, and tools tailored to ITIL and support operations.
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 & Resource 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.
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.
ITIL & Service Management Alignment
Ensure projects integrate with ITIL-aligned processes (e.g., Incident, Problem, Change, Service Request).
Collaborate with ITSM teams to ensure new initiatives support SLA targets, customer satisfaction, and service stability.
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.

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).

Diversity & Inclusion
We are committed to fostering an inclusive environment where every employee feels respected and empowered.

~ Join us and help shape the future of payments across Asia. Ingenico Global Website:
~#Ingenico LinkedIn:

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