Pmo Service Delivery Manager Jobs (NOW HIRING)

Description

This role will support the Head of NEXT PMO in operationalizing the PMO framework, maintaining governance discipline, enabling cross-workstream integration, and preparing executive-level reporting.

Key Responsibilities

• Partner directly with the Head of NEXT PMO to build, operationalize, and continuously evolve the NEXT PMO framework, operating model, and supporting infrastructure 

• Establish and maintain program governance, including tollgates, checkpoints, RACI structures, decision rights, and standardized PMO templates aligned to Citizens Transformation Office practices

• Facilitate PMO operating routines by preparing agendas, coordinating materials, documenting decisions, tracking follow-ups, and ensuring action items are closed with appropriate ownership and timing

• Prepare executive-ready materials and reporting, including quarterly updates, program scorecards, executive narratives, and status dashboards for senior leadership audiences

• Manage the integrated NEXT roadmap, BLR follow-up actions, risks, issues, dependencies, milestones, owners, ETAs, and critical path activities across workstreams to ensure visibility, accountability, and timely execution against program objectives

• Support stakeholder engagement across NEXT workstreams and functional partners by ensuring decisions, dependencies, risks, and follow-ups are clearly documented, communicated, and escalated as needed

• Champion continuous improvement of the PMO framework, cadence structures, and reporting rhythm to sustain oversight discipline and mature program governance over time

• Utilize project and portfolio management tools (e.g., Jira, Microsoft Project, SharePoint, Excel or similar platforms) to manage integrated plans, track delivery progress, monitor dependencies, and provide leadership visibility into program health and execution risks

Qualifications, Education, Certifications and/or Other Professional Credentials

• 5-8+ years of project or program management experience, supporting retail banking, branch operations, technology, workforce, or large-scale operating model transformation preferred
• Demonstrated experience standing up governance frameworks, operating cadences, and executive reporting rhythms for senior leadership audiences

• Ability to influence without direct authority, drive accountability across cross-functional teams, and escalate risks or decisions in a constructive, solutions-oriented manner.

• Proven ability to build and manage integrated program roadmaps, critical path plans, cross-functional dependencies, risks, milestones and delivery commitments across multiple concurrent workstreams and stakeholder groups
• Strong proficiency in PowerPoint, Excel, SharePoint, and project management tools (e.g., Jira, Microsoft Project), including the development of integrated roadmaps, program schedules, scorecards, RACI matrices, dependency trackers, and executive dashboards. 
• Excellent written and verbal communication skills, with the ability to translate complex program content into clear, concise executive narratives

Hours & Work Schedule

• Hours per Week: 40

• Work Schedule: M-F 8-5 4 days in office Westwood MA, Johnston RI, Pittsburgh PA or Philadelphia PA.

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Pay Transparency 

The salary range for this position is $92,000 - $127,000y per year, plus an opportunity to earn an annual discretionary bonus. Actual pay is based on various factors including but not limited to the budget, work location, and relevant skills and experience.

We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens' paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits .

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague's or a dependent's reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.