Customer Support

Date: Aug 1, 2025
- Company:

- Location: NOIDA, IN, 201301 Noida, IN, 201301


**Customer Support - Project Management Office**

**Job Summary**:

- 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.

**Key Responsibilities**:
**Project Governance & Standards**
- 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 & 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.

**Reporting & 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.

**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.
- Contribute to the standardization and documentation of processes, change controls, and workflows.

**Required Qualifications**:

- 5+ years of experience in project/program management or PMO functions.
- 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 Qualifications**:

- 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).

**Our Culture & Values**

At Ingenico, we thrive on innovation, collaboration, and delivering customer value. Our values—Trust, Innovation, and Care—define how we work and grow together. We challenge the status quo, push boundaries, and deliver results as a team.

**Diversity & Inclusion**

Ingenico is proud to be an equal opportunity employer. We are committed to fostering an inclusive environment where every employee feels respected and empowered.

**Ready to Make an Impact?**

Learn more about Ingenico: