Date Aug 1 2025 Company Location NOIDA IN 201301 Noida IN 201301 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 energetic 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 you ll 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 Portfolio Resource Management 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 Reporting Communication 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 ITIL Service Management Alignment 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 Required Qualifications 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 Preferred Qualifications 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 Our Culture Values At Ingenico we thrive on innovation collaboration and delivering customer value Our values Trust Innovation and Care define how we work and grow together We challenge the status quo push boundaries and deliver results as a team Diversity Inclusion Ingenico is proud to be an equal opportunity employer We are committed to fostering an inclusive environment where every employee feels respected and empowered Ready to Make an Impact 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