Service Portfolio Manager
From IT frameworks
Contents |
Job Description for the position of Service Portfolio Manager
Service Portfolio Management is a discipline in IT service management.
The role of Service Portfolio Manager is to ensure the goals of the Service Portfolio Management process are achieved. The main goal is to describe services in the Service Portfolio in terms of Value to the business (Utility + Warranty). Services in the Portfolio should be a total of Services in the Service Pipeline, Service Catalogue and Retired Services with business and financial values determined while managing risks.
The Service Portfolio should provide clear Business Value. Therefore the portfolio should include:
- Differentiation - Why Businesses should choose us as a Service Provider
- Value - Clearly defined in Utility + Warranty
- Core Level Packages + extra Support Services from us as Service Provider
The Service Portfolio must contain Service Level Packages with definite levels of Utility and Warranty always based from the customers perspective based on potential Business outcomes. Every Service Level Package should satisfy one or more Pattern of Business Activity defined through Demand Management.
The job
The Service Portfolio Manager is a position within the scope of Service Portfolio Management ITILv3 process.
The job circulates around the following activities:
- Define: Every service in the Portfolio should have a relevant Business Case to justify use of resources.
- Analyse: RTB / GTB / TTB = Run the Business, Grow the Business, Transform the Business. Services should be placed into one of the categories.
- Approve: Retain, Replace, Rationalize, Refactor, Renew & Retire Services
- Charter: Allocating resources to new services and updating existing services
This document provides a good description of the position but is not complete for every organization. Adjust as necessary.
Position
- Immediate seniors are Service Strategy Manager and ITSG.
- Immediate juniors are the Service Strategy staff triggering the Service Portfolio Management process.
- "Users" are all users of internal and external IT services.
- "Customers" are users of IT services internally in the organization and external paying customers that use the companies IT Services.
- "Suppliers" are parties defined by Service Design Supplier Management key process for each IT Service.
Production
Key Performance Indicators (KPIs)
- Services without a relevant Business Case
- Consistency with the Service Catalog
- Differentiation factors for every Service, why Customers would buy from us
- Allocation of resources defined
- Number of bypasses of the process
- Number of approved plans
Responsibilities
Service Portfolio Manager is responsible for:
- Tasks
- Ensuring a healthy Portfolio is available
- Alignment to the Service Catalog
- Analysing present Services for value definitions
- Analysing Services for cost-cutting options
- To create Business Value while controlling risks.
- Making recommendations for Service Improvement Plans
- Ensuring the Service Portfolio Management process is performed as designed.
- Developing a Service Portfolio Management process model for the role of Service Portfolio Manager.
- Ensuring the Service Portfolio Management process is fit for purpose.
- Ensuring process description meets objectives
- Sponsorship, design, and continual improvement of the process and its metrics.
- Following the organization's policies relating to employment.
- Personnel
- Leading and supporting the Service Portfolio Management team.
- Motivate the employees you are responsible for. Help them thrive in a challenging work environment.
- Understanding the full scope of the Service Portfolio Management process.
- Ensuring that all your co-workers in projects understand and follow all procedures they are involved with.
- Ensuring any disagreements with employees have the opportunity to become RfCs.
- Reporting
- To Process Manager (To ensure optimal process interaction)
- To Service Strategy Manager (To ensure the Service Portfolio Management process is managed in relation to the Service Portfolio Management process description)
- To Service Owner (To improve all Service Portfolio Management decisions)
- To IT Steering Group (For escalation purposes and to ensure that all IT goals are aligned to business goals)
Authority
- Service Design designs tools and technology required to produce and maintain the Service Portfolio
- Service Design designs Portfolio Models with pre-defined activities. Any changes to these activities must be transitioned.
- An escalation plant to the Service Strategy manager must exist.
Resources
Internal resources
- The Service Portfolio Manager has internal resources available as defined by the organization for process owners.
External resources
- The Service Portfolio Manager has external resources as appropriate to ensure the fulfilment of the objectives of the Service Portfolio Management process.
Qualifications
It is expected that the Service Portfolio Manager has the competence required to competently manage the Service Portfolio Management ITILv3 process.
It is expected that he/she constantly acquires knowledge necessary to continually manage the Service Portfolio Management ITILv3 process better so that expectations are continually met.
Advancement
As Service Portfolio Manager you have the possibility to apply for positions as Service Strategy Manager and other key positions in the Service Strategy life cycle phase. You are also encouraged to apply for other positions in Application and Technical Management.
