Project Management Office Lead

Company: Ingenico

Website: Visit Website

Business Type: Enterprise

Company Type: Product & Service

Business Model: B2B

Funding Stage: Series C

Industry: Financial Services

Salary Range: ₹ 18-28 Lacs PA

Job Description

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, youll 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.
  
  

• 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.
  
  

• 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.
  
  

• 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.
  
  

• 5+ years of experience in project/program management or PMO functions.
• Strong understanding of ITIL best practices and their application in operational environments.
• 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.
  
  

• 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).
  
  

• Join us and help shape the future of payments across Asia. Apply now.
• 📌 Learn more about Ingenico:
• 🌍 Ingenico Global Website: https://www.ingenico.com
• 📢 Ingenico LinkedIn: https://www.linkedin.com/company/ingenico/