Portfolio Leader for Connected Customer Experience (CCx)

Key Responsibilities

• 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.