Director of Solutions PMO

The PMO Director will lead CRI Advantage's Solutions Division Project Management Office (PMO) within the Solutions Division, with a primary focus on ServiceNow delivery excellence, resource planning, and organizational scalability. Reporting to the VP of Solutions, this individual will serve as a key partner to the Director of ServiceNow Delivery. They will manage project governance, optimize delivery execution, and drive workforce balance. This role is essential to building a culture of trust, collaboration, and continuous improvement across all delivery functions. This role will Establish and build out the PMO function from the ground up, including defining governance frameworks, project management methodologies, reporting standards, and resource planning to drive consistent project delivery and strategic alignment across the organization.

• Foster a positive, respectful, and inclusive culture grounded in open communication, accountability, and trust.
• Model CRI's leadership principles by exemplifying transparency, integrity, humility, and follow-through.
• Build strong relationships across departments, demonstrating high emotional intelligence (EQ) to resolve conflicts, encourage feedback, and maintain a positive work environment.
• Ensure alignment between team goals and organizational vision through active listening, coaching, and regular engagement.

• Lead and mature CRI's PMO function within the Solutions Division with a focus on consistency, quality, and efficiency.
• Guide the adoption and continuous improvement of delivery playbooks, governance processes, and reporting.
• Work hand-in-hand with the Director of ServiceNow Delivery to align on project prioritization, quality benchmarks, and risk mitigation while PMs report directly to Delivery and are dotted-lined to the PMO.

• Own capacity planning and workforce forecasting based on active pipeline and sales insights.
• Coordinate with Director of ServiceNow Delivery to advise on identifying gaps and plan hiring proactively (PMs, BAs, Developers).
• Anticipate resource bottlenecks and work with Director of Delivery to proactively identify internal and partner solutions to maintain delivery timelines.

• Oversee adherence to project budgets, SOWs, schedules, and change control processes.
• Ensure projects are scoped and staffed appropriately, collaborating with Sales Engineering and Director of Delivery.
• Engage as a leader in escalated projects to ensure successful recovery and long-term satisfaction.
• Promote accountability and clarity through routine check-ins, milestone tracking, and feedback loops with clients and internal teams.

• Ensure alignment and collaboration with the broader delivery team, including QA Analysts, Business Analysts, Senior Developers, and ServiceNow Project Managers.
• Partner with Sales and Marketing to align delivery strategy with go-to-market goals.
• Work with leadership across MSP, Cybersecurity, and ServiceNow Delivery Team to build unified delivery expectations.

• 8+ years of project or program leadership in a consulting, enterprise IT, or platform implementation environment
• ServiceNow experience or other enterprise SaaS delivery oversight preferred
• PMP and Agile/Scrum certifications required
• Proven experience in resource forecasting, strategic workforce planning, and management of team scaling
• Track record of strong people leadership, conflict resolution, and team morale-building
• Deep understanding of consulting delivery financials, including margin optimization, budget control, and SOW compliance
• Excellent interpersonal and communication skills with the ability to influence across levels and functions
• Demonstrated ability to adapt and lead through organizational change and competing priorities
• Fast learner with an aptitude for learning new tools and platforms as CRI's Solution Division offerings expand

• Experience in a ServiceNow or other enterprise SaaS partner environment
• Experience delivering to or overseeing SMB, Commercial, SLED and Federal clients
• Experience leading efforts to address off-track projects
• PfMP (Portfolio Management Professional)

• Ensure project delivery consistency and on-time performance
• Forecast accuracy and staff planning
• Minimum of escalated delivery issues
• Ensure continued adoption of PMO standards across projects
• Drive continued high cross-functional and client satisfaction feedback

This PMO Director will be a cultural anchor and strategic operator-balancing structure and empathy while helping CRI grow responsibly and deliver excellence. This is a unique leadership opportunity to shape delivery project performance, resource strategy, and culture during in a high-growth environment.