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