PMO Lead – Client & Operations

Job Summary Drive strategic operational governance, client fulfillment, and portfolio profitability by leading end-to-end demand management across key client accounts. The role will serve as a critical interface between executive leadership, clients, Delivery, Talent Acquisition, Resource Management, HR, and Centers of Excellence (COEs). The primary focus is to optimize workforce fulfillment, portfolio P&L, client relationships, and account growth while ensuring operational excellence and continuous value creation. Roles and Responsibilities Demand Strategy & Governance: Lead client intake discussions, understand complex business and technical requirements, structure demand, and translate client mandates into actionable resource and execution plans. Establish scalable intake workflows and maintain governance across demand pipelines, SLAs, fulfillment milestones, and account requirements. Workforce Planning & Fulfillment: Partner with Talent Acquisition, Resource Management (RMG), and HR to align talent supply with client demand and business growth. Drive fulfillment velocity, resolve staffing bottlenecks, optimize bench redeployment, and ensure the right skill mix across portfolios. P&L & Financial Governance: Own portfolio-level P&L, budgets, margins, revenue, cost structures, and utilization metrics. Optimize resource pyramids, billable utilization, shadow resources, roll-offs, and workforce costs to improve account profitability and minimize cost leakage. Client Relationship & Commercial Management: Build strong relationships with senior client stakeholders and act as a trusted operational advisor. Lead discussions around resource requirements, billing rates, scope changes, ramp-ups, commercial terms, and delivery SLAs. Escalation & Stakeholder Management: Proactively manage client escalations and operational challenges while balancing client satisfaction, delivery commitments, profitability, and employee well-being. Provide executive leadership with actionable portfolio insights, forecasts, and performance metrics. COE Innovation & Account Growth: Collaborate with internal Centers of Excellence (COEs) to identify emerging technologies, frameworks, and capabilities that can address client needs. Convert these capabilities into proposals, pitch decks, and proactive client initiatives that create new revenue opportunities. Strategic Leadership: Drive continuous improvement across PMO and account operations, align cross-functional teams toward business objectives, and elevate traditional PMO execution into strategic account management and growth. Required Skills