PMO Analyst | Lead CSM Ops

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.