PMO Analyst | Lead CSM Ops

Purpose of the Position

Own project, SOW, contract and portfolio governance for the CSM Ops team — the operating bridge between Delivery, Account Management, TP Team, Finance, Legal and RevOps.

Keep engagements on plan, surface risks early, contain revenue and staffing leakage, and give leadership one trusted, data-backed view of account health across DMS, DME, InfoBiz and CRM. Use GenAI, BI and workflow automation tools to reduce manual reporting, improve forecast accuracy and enable faster decisions.

For high performers, a pathway into CEO Office, Business Operations Leadership, Strategic PMO, Revenue Operations or Delivery PMs.

Key Results Areas & Acivities:

SOW & Contract Governance

• Own the SOW lifecycle end to end initiation, approvals, execution, version control and repository as single source of truth.
• Maintain a live view of active, expiring and pending SOWs; drive renewals, extensions and amendments ahead of expiry.
• Track contracted versus actual effort, headcount, rate cards, milestones and escalate scope creep and unbilled work.
• Run change control: CRs, addenda and rate revisions papered and approved before work begins.
• Operationalise commercial terms in InfoBiz rate cards, billing milestones, PO coverage and flag PO burn early.
• Report at-risk SOWs and renewal exposure; partner with Legal, Finance, AM and CSM Ops leads on closure and non-renewal calls.

Planning, Resourcing & Reporting

• Maintain a single live resource plan real-time visibility of capacity, competency and availability.
• Partner with the TP Team to track allocations, staffing gaps, leave and bench time across the matrix structure.
• Build leadership dashboards, KPI packs and exception reports that convert project data into clear decisions and actions.
• Standardise project templates, cadence and reporting rituals; use AI-enabled summaries, workflow automation and alerts to reduce manual follow-ups.

Project & Financial Operations

• Own InfoBiz data hygiene, DMS/DME inputs, role creation and TP Team coordination for allocations.
• Support end-to-end project management demand capture, planning, project setup, deliverable mapping and documentation.
• Track revenue forecasts, project financials, margins, burn, billing readiness and benefits realisation; flag leakage, staffing gaps and budget overruns.
• Work with Account VMO and CSM Ops leads; drive adoption of CRM, InfoBiz, DMS, DME, Jira, Task Planner and modern PSA/PMO tooling.

Governance & Compliance

• Enforce governance standards across CSM engagements; track milestones, dependencies, risks, decisions and project health.
• Own account-level and Biz Market risk and issue registers; proactively drive closure with stakeholders.
• Monitor revenue losses and timesheet compliance; facilitate internal and external audits.

Track compliance obligations InfoSec, Legal, SLAs, reporting commitments, BGV, security and access and keep evidence audit-ready in the Compliance Module.