Director, Project Management & Resource Operations

Job description

Summary The Director, Project Management and Resource Operations provides strategic leadership for the Project Management Office and Resource Management Office supporting Logicalis Professional Services. This role is accountable for building a scalable delivery operating model that improves project predictability, customer experience, portfolio visibility, financial performance, and resource utilization. This leader ensures customer commitments are delivered on time, within scope, and aligned to expected business outcomes. The Director drives delivery governance, portfolio health, resource orchestration, risk management, and continuous improvement across complex professional services engagements. The role uses data, automation, and AI-enabled capabilities to improve decision-making, identify risks earlier, reduce administrative burden, protect project margin, and enable proactive business leadership. As a senior Services leader, this position serves as the executive escalation point for significant delivery, customer, financial, and resource risks. The Director partners closely with Professional Services, sales, finance, practice leadership, delivery teams, and customer stakeholders to ensure consistent execution, stronger accountability, and a more scalable, customer-obsessed delivery model. Essential Duties and Responsibilities PMO and RMO Leadership· Leads the integrated PMO and RMO operating model, including project intake, project manager assignment, resource qualification and scheduling, subcontractor coordination, project governance, financial oversight, and project closure. · Establishes clear decision rights, standards, and accountability across PMO, RMO, Engagement Managers, practice leaders, sales, finance, delivery teams, partners, and customer stakeholders. · Builds forward-looking capacity and demand management capabilities using backlog, pipeline, resource availability, skills, utilization, and third-party capacity data. · Ensures projects are assigned the appropriate project leadership and technical resources based on customer needs, required skills, delivery complexity, availability, location, and financial considerations. Delivery Governance and Portfolio Management· Defines and maintains a scalable project delivery framework with differentiated governance based on engagement value, risk, complexity, customer impact, delivery model, and contractual exposure. · Owns portfolio health reporting and executive governance, connecting delivery, financial, customer, schedule, scope, resource, and quality indicators. · Establishes thresholds and operating mechanisms for escalation, recovery planning, executive sponsorship, corrective action, and closure. · Leads project recovery efforts for high-risk or strategically important engagements and ensure corrective actions have accountable owners, dates, and measurable outcomes. · Governs delivery involving strategic vendors, subcontractors, and acquired organizations. · Ensures consistent application of the PMO operating framework while simplifying requirements where additional rigor does not improve customer or business outcomes. Customer Experience and Executive Engagement· Establishes customer experience standards across project initiation, planning, execution, escalation, communication, transition, and closure. · Ensures project managers provide proactive, transparent, and outcome-oriented customer communication. · Uses customer feedback, CSAT, escalation trends, closure reviews, and lessons learned to identify systemic improvement opportunities. · Serves as executive sponsor or escalation leader for high-risk and strategically important engagements. · Partners with sales and delivery leaders to restore customer confidence when execution, scope, resource, or communication issues place an engagement at risk. Financial and Commercial Performance· Owns PMO and RMO operating performance, budgets, workforce planning, productivity, and cost management. · Establishes governance for project revenue, cost, budget consumption, estimate-to-complete, billing readiness, write-offs, change requests, and margin performance. · Identifies financial risk early and lead corrective actions in partnership with Professional Services leaders, finance, sales, and delivery. · Ensures scope changes and customer requests are evaluated promptly and converted into approved change orders when appropriate. · Monitors third-party labor usage, subcontractor performance, purchase-order coverage, and the financial impact of external delivery resources. undefined · Provides executive portfolio reporting that supports fact-based decisions and timely intervention. Resource Strategy and Workforce Leadership· Develops the PMO and RMO workforce strategy, including role segmentation, capacity models, career paths, succession planning, hiring profiles, contractor use, and future skill requirements. · Creates differentiated project leadership capabilities across project coordinators, project managers, senior project managers, and program managers. · Ensures project management capability is matched to project rigor, financial exposure, technical complexity, and customer expectations. · Partners with Professional Services leadership to improve scheduling accuracy, utilization, resource-calendar reliability, and delivery continuity. · Establishes standards for subcontractor qualification, onboarding, performance, and replacement. · Builds a culture of customer obsession, ownership, timely escalation, financial discipline, continuous improvement, and data-based decision-making. Data, Platforms, Automation, and AI· Improves the quality, consistency, and timeliness of project, financial, customer, capacity, and resource data. · Develops and executes an automation and AI roadmap for PMO and RMO operations, including status reporting, meeting follow-up, risk detection, resource recommendations, scope-change identification, financial alerts, and project closure. · Establishes appropriate human review, data governance, access controls, and accountability for AI-enabled processes. · Measures adoption, productivity gains, decision quality, customer impact, and financial value from platform and automation investments. Pre-Sales and Business Partnership· Partners with sales, solution leaders, and delivery practices to qualify complex opportunities, validate delivery assumptions, assess risk, and strengthen project governance before contract execution. · Provides project leadership input into statements of work, delivery plans, resource models, dependencies, acceptance criteria, governance, and change-control provisions. · Supports integration, transition, and transformation initiatives that require structured cross-functional program leadership. · Acts as the senior PMO and RMO advisor to Services and company leadership. General Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values. Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis in order to ensure adherence in a manner that reflects honest, ethical and professional behaviors. Supports and conducts self in a manner consistent with customer service expectations. Supervisory Responsibilities Directly supervises PMO Team Managers and Project Managers in Project Management Office. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training empl