Project Management Office: Roles, Skills, and Strategy

Introduction: The Evolving PMO

As Smits (2020) shows, the Project Management Office (PMO) has become more streamlined in terms of where it should focus its energy — specifically on ensuring clarity, purpose, and understanding. That is why Smits (2020) emphasizes that strategic objectives need to be identified, empathy must be maintained within the team, and the organizational structure, clients, and team all need to be understood. This differs from the earlier perspective of Gale (2013), in which the PMO focus is broader and more macro-level, centered on honing the mission, eyeing the horizon, setting standards, and cultivating support. What has changed is that the PMO is now more attentive to interpersonal communication.

PMO work essentially relies on clarity, strategy, and interpersonal communication and empathy. Project management is the process of planning, organizing, and controlling resources to achieve specific goals. A project is a temporary endeavor with a defined beginning and end. Project management is necessary to ensure that a project is completed on time, within budget, and within scope. In order to succeed, project managers must focus on clarity, strategy, and interpersonal communication and empathy. Clarity refers to the ability to clearly see the desired outcome of the project. Strategy involves developing a plan for how best to achieve that outcome. Interpersonal communication and empathy are essential for effectively communicating with and understanding the needs of team members. Without these three elements, it would be very difficult to successfully manage a project (Kline et al., 2020).

Based on the two articles by Gale (2013) and Smits (2020), a new PMO team member should possess several characteristics to help make the team a success:

Key Characteristics of an Effective PMO Team Member

Each of these characteristics is important in project management, as explained below.

First, the ability to strategize is essential for a PMO team member. PMOs are responsible for ensuring that projects are completed on time, within budget, and to the required standards. To do this, PMO team members need to strategize effectively. This means assessing situations, identifying potential risks and opportunities, and developing a plan of action that will achieve the desired outcome (Smits, 2020). It also requires creative thinking and the ability to devise innovative solutions to problems. PMO team members must be able to collaborate with other team members as well as with stakeholders from outside the organization. Effective strategizing is essential for successful project management, and PMO team members who do this well are in high demand.

Second, PMO team members need to be good listeners. Listening is a critical skill for anyone in a project management role. PMO team members need to listen to their colleagues, clients, and stakeholders in order to manage a project effectively. Listening allows PMO team members to understand the needs of clients and stakeholders and to identify potential problems or areas of concern. Good listening skills also help PMO team members build relationships with clients and stakeholders. By taking the time to listen to what others have to say, PMO team members demonstrate that they value input and are interested in working collaboratively (Smits, 2020). In short, being a good listener is essential for anyone in a project management role.

Third, PMO team members should be empathetic (Smits, 2020). The successful management of any project requires a deep understanding of the various stakeholders involved — not only their objectives and goals, but also their fears, concerns, and motivations. In order to manage a project effectively, team members must be able to put themselves in others' shoes and see the situation from different perspectives. Only then can they hope to build trust, resolve conflict, and ultimately achieve the project's objectives. Empathy is therefore an essential quality for anyone working in a project management office. Without it, team members will struggle to maintain good relationships with stakeholders, and the project as a whole is likely to suffer.

Fourth, communication skills are absolutely essential for a PMO team member (Jena & Satpathy, 2017). PMO team members must communicate effectively in order to coordinate activities, share information, and resolve issues. Strong communication skills are essential for building relationships, understanding customer needs, and delivering results. PMO team members who communicate their ideas clearly and collaborate well with others are more likely to succeed in managing projects and achieving objectives. Furthermore, effective communication helps to avoid misunderstandings and conflict, and ensures that all stakeholders are aligned on the goals and objectives of the project.

As Gale (2013) notes, PMO teams also need to be supportive. PMO team members need to provide administrative support to project managers, including tasks such as creating and maintaining project schedules, tracking project milestones, and preparing project reports (Karlsen, 2011). They also need to be available to answer questions and provide guidance to project managers and other stakeholders, and to be proactive in identifying and resolving issues that could impact project success. Finally, PMO team members need to support the project manager's decisions and actions — being flexible in their approach and willing to make adjustments when necessary. By providing this level of support, PMO team members can help ensure the success of the projects they are responsible for.

Gale (2013) also points out that standards matter, and that a PMO team member should adhere to them. Standards enable the adoption of PMO practices (Garcia, 2005). Adhering to standards ensures that the team consistently and effectively delivers on project objectives, improves communication and collaboration within the team, reduces the likelihood of errors and mistakes, and improves the team's overall efficiency and productivity. In short, adhering to standards is essential for the success of any PMO team.

Finally, follow-through on the mission is a must. This means understanding the project's objectives and deliverables, as well as the resources and constraints within which the project must be completed. PMO team members also need to communicate effectively with project sponsors and stakeholders and coordinate the work of project teams. A team member who follows through on the mission can be vital to the PMO's success and can play a critical role in ensuring that projects are accomplished on time.