Customer Support - PMO

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Customer Support - Project Management Office

Job Summary:

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/