PMO Manager - Professional Services, Project Delivery

PMO Manager
UK, Denmark or Norway

Puzzel: The Low-Down 🔍

Puzzel is a leading provider of cloud-based contact centre solutions, empowering businesses to deliver exceptional customer service. Our platform combines omnichannel contact centre, workforce management, and AI-driven analytics to optimize customer interactions and operational efficiency.

With 25 years’ experience since our foundation in Norway, we’re already #1 in the Nordics, growing rapidly in the UK and expanding into the Netherlands and Finland in 2024, but our ambition is to become the clear European market-leader in the coming years 🚀

Why we’re proud

• 2024 CX Awards Winner, ‘ Best Mid-Market Contact Center Platform’
• Puzzel was recognised as the 'most innovative European-founded CCaaS provider ' and top 3 globally by Frost & Sullivan in 2023
• 2023 customer NPS score of 37
• Puzzel places high importance on work-life balance and flexible working hours - as recognised by Flexa , placing 16th overall for work:life balance in 2025!
• We are working with Mercer on salary benchmarking, to ensure pay equality and market competitiveness

Key Data Points

• €57m revenue in FY 2024 (up from €50m in 2023)
• Currently ~300 employees
• Used by more than 1100 businesses across 40 countries
• Servicing ~60,000 customer service agents on a daily basis + 800 million customer interactions yearly

What you'll do 🏡💻

Reporting to the VP of Professional Services, the PMO Manager leads and mentors a team of Project and Programme Managers to deliver our SaaS offerings to customers consistently on scope, time and budget.

You will strengthen the PMO practice by sharpening governance, standardising ways of working and running a reliable delivery cadence, resulting in predictable outcomes and proactive risk management.

You’ll drive portfolio visibility and capacity planning to match skills to demand, improve forecast accuracy and protect margin, while partnering across Sales, Solution Architecture, Implementation, Customer Success, Product and Finance to turn signed deals into successful go-lives.

It’s a hands-on manager role that will mature our project management practice and scale with the business.

Key Responsibilities 🔑

Leadership & Team Development

• Lead, coach & develop Project/Programme Managers; set objectives & feedback loops.
• Build a high-performance culture of ownership, clear communication and proactive risk management.
• Balance workloads, remove blockers and support hiring/onboarding as the team scales.

Governance, Methodology & Standards

• Define and maintain PMO standards (stage gates, RAID/change control, templates).
• Embed pragmatic delivery approaches (Waterfall/Agile of hybrid thereof) and ensure consistent adoption.
• Ensure robust sales-to-delivery handover, scope clarity and disciplined change management.

Portfolio, Capacity & Resource Planning

• Run portfolio intake/prioritisation and weekly health/risk reviews.
• Own the capacity model and skills matrix; match resources to demand and plan elastic capacity.
• Improve forecast accuracy through disciplined planning and data quality.

Business Cadence, Reporting & Stakeholder Communications

• Operate the delivery rhythm; deliver updates on milestones, risk exposure and financial performance.
• Partner with Finance/RevOps on accurate inputs for forecasting and margin tracking.
• Communicate proactively with senior stakeholders and customers; manage escalations.

The must haves 💪

• Fluency in English
• 5–8 years in SaaS/Professional Services delivery, including 2+ years managing Project/Programme Managers.
• Proven track record building PMO practice (governance, standards, cadences, metrics).
• Portfolio management and capacity/resource planning (skills matrix, utilisation, elastic resourcing).
• Hands-on PSA experience (any modern tool), with strong data hygiene/time compliance discipline.
• Comfortable with Waterfall/Agile/Hybrid; confident in stage gates, risk/issue management and change control.
• Strong commercial awareness (forecasting, margin/leakage drivers)

Nice to have ➕➕➕

• Bachelor or equivalent in relevant field or qualified through experience
• Experience coordinating partners/contractors within a common delivery framework.
• Certificate in Prince 2 or equivalent Project Management Methodology
• Experience in a geographically split, international setting

The location

This role can be located in UK (we are remote first with an office in London, but you must be UK resident), Copenhagen, Aarhus, Oslo or Arendal.

What’s In it for You? 💰

• Competitive salary
• Flexible, hybrid approach to working; split your time between the office and home
• You get to be part of a fun, driven and supportive team
• Gift on your birthday
• Annual Summer and Christmas parties
• Excellent development opportunities and a great company culture

What to expect from the interview process ❔

• Screening call with Talent Acquisition
• 1 st interview with VP of Professional Services
• 2 nd interview with VP of Customer Success
• Psychometric assessments & final interview with Chief Customer Officer

Puzzel Values 🎯

• Built on Trust – trust is an intrinsic Nordic value, upon which Puzzel has been built. We trust each other and our customers and partners trust us.
• Stronger Together – working together in a genuinely collaborative way, with a shared purpose, we have an empowered organisation that is better equipped to delight customers and partners.
• Stay Hungry – have a continuous hunger to raise our game, innovate and be the best we can be professionally.

Diversity & Inclusion 🌍

We want everyone at Puzzel to be their true, authentic selves at work irrespective of nationality, race, ethnicity, religion, sexual orientation, gender identity, physical ability, age, or economic background.

Whilst we are proud to already have a diverse workforce from across the globe, we are aware that things could always be improved – for example, we currently have a ratio of female 26:74 male employees, which whilst not uncommon for the tech industry (average in SaaS is 26% female), it’s far from ideal. So, what are we doing to improve this?

• Our Global Leadership Team (C-suite) has shifted from 100% male to 50 male: 50 female in the past 18 months.
• We have increased our % of female hires from 23.6% in 2021 to 38.5% in 2023 and 41% in 2024!
• We are partnering with the likes of Flexa , who have significantly higher-than-average talent pools of candidates from diverse backgrounds.
• We are working with State Employment initiatives in Norway and Sweden to bring candidates through internship/apprenticeship routes and are investigating similar initiatives in the UK and Bulgaria.
• By raising awareness and transparency, we are hoping to further attract a diverse workforce.

We are continuously striving to foster an inclusive and diverse environment, where everyone is celebrated for who they are. If there is anything we can do to support you in the interview process, or beyond, please let us know.

One Last Thing ☝🏻

Even if you feel you are only a 75% match for this role, we still want to hear from you. This list is purely indicative. Skills can always be learnt.

Please note that we are not able to provide sponsorship for this role, so you must have eligibility to work in the country you are applying for.

By applying you accept the terms of our Privacy Notice which can be found on our website. Puzzel are not considering candidates that do not have a work permit in the country we are hiring in.