Portfolio Leader for Connected Customer Experience (CCx)1
Key Responsibilities:
Portfolio Strategy & Governance
- Act as a strategic advisor to executives, providing guidance on investments and reporting on portfolio status, risks, and issues.
- Ensure all projects and programs align with and support the company's overall mission and long-term business goals as well as that of Digital Technology (DT) and the portfolio.
- Own the end-to-end health and performance of a defined portfolio of programs and projects.
- Maintain a clear line of sight between portfolio activity and organizational strategy, OKRs, and value targets.
- Establish and enforce portfolio governance standards, prioritization frameworks, and stage-gate processes.
- Guide the process for evaluating, prioritizing, and approving new initiatives, and support maintenance of the overall portfolio roadmap.
- Lead portfolio-level risk identification, interdependency mapping, and escalation pathways.
- Track and report on portfolio performance, key performance indicators (KPIs), and other metrics to guide data-enabled outcomes for the executive team
- Present portfolio status, health, and value realization to senior leadership and executive stakeholders.
- Partner with the portfolio leadership team on capital planning, budget allocation, and resource management to ensure investments deliver maximum business value and ROI.
People Leadership & Team Development
- Lead, coach, and develop a team of Program Managers and Project Managers (both ServiceNow FTEs and contingent workers).
- Set clear performance expectations and provide ongoing feedback, mentorship, and career development support.
- Foster a high-trust, outcome-focused team culture that values accountability, learning, and continuous improvement.
- Manage team capacity and allocation across the portfolio, balancing workload with delivery quality.
- Identify capability gaps and partner with the PMO leadership to build team competency over time.
Delivery Excellence & Value Realization
- Ensure programs and projects are delivered on time, within budget, and with measurable impact on business outcomes.
- Drive adoption of value-focused delivery practices, including benefits tracking, value KPIs, and outcome-based reporting.
- Champion a shift from activity-based reporting (status/milestones) to value-based reporting (outcomes/impact).
- Continuously evaluate portfolio ROI and recommend rebalancing, acceleration, or decommissioning of initiatives.
Stakeholder Engagement & Communication
- Serve as the primary escalation point for portfolio-level and any relevant cross-functional program/project issues and stakeholder conflicts.
- Build and sustain strong relationships with business owners, technology partners, and executive sponsors.
- Enhance portfolio storytelling by translating complex portfolio dynamics into clear, executive-ready narratives and recommendations.
- Facilitate and support portfolio reviews, steering committees, and investment decision forums that support continuous planning.
PMO Elevation & Continuous Improvement
- Contribute to the strategic evolution of the PMO, shaping maturity and delivery.
- Identify and drive process improvements that increase delivery velocity, reduce friction, and improve team effectiveness.
- Act as a role model for the elevated PMO operating model, demonstrating value-first delivery thinking.
- Bring external best practices, emerging methodologies, and innovation to the PMO's approach.
Required Qualifications:
- 18+ years of progressive experience in program/project management, portfolio management, or delivery leadership.
- 5+ years of experience leading and developing teams of project or program professionals.
- Demonstrated track record of managing complex, multi-workstream portfolios with competing priorities.
- Strong command of portfolio governance, risk management, and value delivery frameworks.
- Exceptional communication and stakeholder management skills, including executive-level presentations.
- Experience in PMO transformation, operating model design, or delivery excellence initiatives.
- PMP, PgMP, or equivalent certification.
Preferred
- Experience in a value-oriented or product-led PMO environment.
- Familiarity with OKR frameworks, benefits realization management, or strategic portfolio management tools.
- Agile / SAFe certification or demonstrated experience in hybrid delivery environments.
- MBA or advanced degree in Business, Technology, or a related field.
Competency Profile
Competency: What It Looks Like in This Role
Strategic Mindset: : Connects portfolio decisions to organizational value and long-term objectives.
Results Orientation: Holds the team and stakeholders accountable for outcomes, not just outputs.
People Leadership: Develops talent, builds culture, and creates conditions for team performance.
Executive Presence: Communicates with clarity and confidence at all levels of the organization.
Stakeholder Influence: Builds trust and alignment across diverse, often competing interests.
Data-Driven Judgment: Uses portfolio metrics and value signals to make and recommend decisions.