Project Management Office and Service Operations Supervisor

Provides leadership and oversight for project management staff and is responsible for the successful delivery of complex, cross-functional projects and programs across the organization. This role supervises project support staff, establishes and enforces project management standards, and ensures the consistent application of project governance, organizational change management, and IT service management practices.

 ~ Supervise, assign, and evaluate the work of project support staff, providing leadership, coaching, and professional development. 

~  Ensure business resilience with project support staff supervised through on-the-job cross training and other knowledge sharing mechanisms. 

~  Lead and oversee, with guidance from the Assistant Director, the planning, execution, and completion of multiple concurrent projects and programs, ensuring alignment with organizational goals and strategic priorities. 

~  Establish and maintain project management standards, templates, governance processes, and reporting requirements to ensure consistency across projects. 

~  Manage the full project lifecycle including initiation, planning, execution, monitoring, and closure using waterfall, agile, and hybrid methodologies. 

~  Lead, with guidance from the Assistant Director, complex projects requiring cross-departmental coordination, executive involvement, and detailed risk management. 

~  Develop and maintain project governance structures, steering committees, status reporting processes, and performance metrics to monitor project health. 

~  Coordinate resource allocation, scheduling, scope, and budget management across multiple projects to ensure efficient use of staff and financial resources. 

~  Support IT leadership in implementing activities related to program management such as stakeholder engagement, communication planning, training coordination, and adoption strategies. 

~  Ensure project work aligns with ITIL service management processes, including change, incident, problem, release, and service transition practices. 

~  Identify, evaluate, and manage project risks, issues, and dependencies, serving as the primary escalation point for complex or high-impact concerns. 

~  Coordinate with stakeholders from business units, and technical teams to prioritize initiatives, resolve conflicts, and support organizational objectives. 

~  Support the Assistant Director of Governance in implementing activities as directed, in support of vendor and contract activities related to projects, including coordination, performance monitoring, and deliverable review. 

~  When implementing projects, ensure that the PMO team serves as a liaison between business units and Information Technology, to ensure clear communication, alignment of priorities, and effective delivery of technology solutions that support operational needs. Translate business needs into project requirements and facilitate collaboration between stakeholders and technical teams. 

~  Lead post-implementation reviews, support continuous improvement of project management practices, and ensure compliance with organizational policies, regulatory requirements, and technology standards. 

Education:

Required Education: Associate’s degree from an accredited college or university.

Experience:

Required: At least five years of extensive knowledge of project management principles, practices, and standards with proven ability to lead, supervise, mentor, and evaluate professional staff.

Certifications/Licenses:

Required: Project Management Professional (PMP) and Scrum Master Certification (CSM).

Knowledge, Skills and Abilities:

Requires extensive knowledge of project management principles, practices, and standards, including demonstrated expertise in waterfall, agile, and hybrid project management methodologies. Thorough knowledge of organizational change management practices and the ability to apply structured change management approaches to support successful project implementation is required. Strong knowledge of the ITIL framework and IT service management processes, including change, incident, problem, and release management, is essential to ensure proper alignment between project delivery and operational support. Must possess strong leadership skills and the ability to supervise, mentor, and evaluate professional staff while coordinating multiple complex projects simultaneously. Requires the ability to establish priorities and ensure alignment of projects with organizational goals and objectives. Must be able to guide cross-functional teams, manage competing priorities, and resolve complex requirements in a professional and effective manner while maintaining focus on successful project outcomes. Must be able to build and maintain strong working relationships with department leaders, stakeholders, and technical teams, translate business needs into project requirements, and facilitate collaboration to ensure successful delivery of services and solutions. The ability to understand business processes, evaluate operational impacts, and communicate technical concepts in a clear and practical manner is essential. Must possess excellent written and verbal communication skills. Strong analytical and problem-solving skills are required to evaluate risks, identify solutions, and make sound decisions in a fast-paced environment.

Supervisory Responsibilities:

Leads and Supervises Staff.

Additional Requirements:

Subject to a complete criminal history background search with acceptable results. Must also be able to perform the job as described in the Physical and Environmental Demands section of this job description. Provide after-hours emergency support.

Working Conditions
Overall Physical Strength Demand:
SEDENTARY = Lift and/or exert force up to 10 lbs. occasionally, or insignificant weights frequently; sitting most of the time.
Physical Demands:
C = Continuously 5.5 to 8+ hours daily		F = Frequently 2.5 to 5.5 hours daily		O = Occasionally Up to 2.5 hours daily		R = Rarely Less than 1 hour/week			N = Never Never occurs
F F F F F F F F F F	Standing Walking Carrying Reaching Fine Dexterity Crouching Bending Climbing Vision Talking				F O O O F N O F C F		Sitting Lifting Pushing/Pulling Handling Kneeling Crawling Twisting Balancing Hearing Foot Controls
Environmental Factors:
D = Daily	W = Weekly		M = Monthly		S = Seasonally			R = Rarely		N = Never
R R R R N N N	Mechanical Hazards Chemical Hazards Electrical Hazards Fire Hazards Explosives Communicable Diseases Physical Danger/Abuse				M R D M R R		Dirt/Dust Extreme Temperatures Noise/Vibration Fumes/Odors Wetness/Humidity Darkness/Poor Lighting
Primary Work Location:
Office Environment.
Machines, Tools, Equipment and Work Aids:
Standard Office Equipment & Computer Equipment.
Protective Equipment Required:
None