Portfolio Leader for Connected Customer Experience

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.