Key Takeaways

• IT Services Portfolio Managers are responsible for monitoring and optimizing professional services in terms of consumption, quality, availability, and profitability.
• IT Services Portfolio Managers prepare service descriptions and draft contracts, service templates, documents, and service level agreements (SLAs) for the company's professional services.
• They are also responsible for establishing relationships with all partners and relevant stakeholders including the IT leadership, service line, finance, business partners, and customers.

Introduction

IT Services Portfolio Manager - Job Descriptions

•  IT Service Portfolio Manager (Job posting by Unique Personalservice GmbH).
•  IT Services Portfolio Manager (Job posting by Information Technology Department, City of Gainesville, FL).
•  IT Portfolio Manager (Job posting by Ubisoft’s Office of the CIO).
•  IT Portfolio Manager (Job posting by Corning).

IT Services Portfolio Manager - Responsibilities

• Develop and implement a strategic service management strategy and implementation plan for [the company's] professional services and service packages. Align the service management strategy with [the company's] goals by prioritizing and managing current and future service delivery projects and initiatives.
• Collaborate with the [relevant departments and teams including IT Service Owners, IT Management and other IT roles] to develop, maintain, and implement the service management strategy and implementation plan.
• Develop, maintain, and implement service management and delivery policies, procedures, and standards.
• Introduce new service delivery methods and practices and assist relevant stakeholders in their adoption.
• Structure [the company's] service portfolio management and develop a requirements management process or a system to keep track of new, urgent, critical, and innovative services for the portfolio.
• Develop and maintain [the company's] Service Catalog.
• Monitor and optimize [the company's] existing IT Service Portfolio and Service Catalog in terms of consumption, quality, availability, and profitability. Ensure that the services are meeting business expectations.
• Maintain up-to-date information about [the company's] Service Portfolio and services.
• Contribute to the development of metrics that can track service delivery.
• Establish a reporting process for stakeholders. Prepare reports on service consumption, new and important service requirements, service and portfolio performance, service popularity, service incidents, and customer feedback and satisfaction.
• Develop "Service Desk Incident and Request processes."
• Monitor all service desk activities, tools, and applications.
• Set up governance processes and roadmap management to determine what does the upcoming set of Services release look like for the next 6 months.
• Monitor, manage, and maintain the "portfolio pipeline of demand, resources, projects and enhancements to ensure effective tracking and delivery within all financial measures and portfolio constraints."
• Develop and maintain a portfolio resource plan to monitor resource capacity and utilization.
• Keep track of low-value services and provide recommendations / an action plan for the retirement of services. Keep a retired services catalog and store important information.
• Contribute to the development of services and set up lifecycle management for services in [the company's] portfolio.
•  Prepare service descriptions and draft contracts, service templates, documents, and service level agreements (SLAs) for [the company's] professional services. "Provide direction and guidance to business areas to facilitate the best IT services and accompanying Service Level Agreements (SLAs) to match strategic business needs" of [the company].

• Prepare guidelines and strategies for the development and protection of IP assets.
• Provide training to staff on IP protection practices and collaborate with the relevant teams to prepare disclosures.
• Analyze the Intellectual Property landscape for competitors in the industry.
• Conduct Intellectual Property "due diligence activities with respect to third party licensing and acquisition projects."
• File copyright registrations and "facilitate IP clearances (freedom-to-operate) and brand/service name clearance" for new service design.
• Prepare a record or database of all IP assets. Ensure that all IP assets align with the [company's] goals and strategy.
• Establish and foster relationships with all partners and relevant stakeholders including the IT leadership, service line, finance, business partners, and customers.

• Set up and maintain a customer management system to monitor customer feedback, satisfaction, and requests related to [the company's] professional services. Understand the needs of customers and work with the relevant teams to tailor services to customers' requirements.
• Lead and optimize the customer journey and experience for [the company's] professional services. Provide feedback, and when necessary, escalate service and/or process-related issues and key development needs to the appropriate departments.
• Prepare and communicate business and/or technology alignment plans to the [IT management team], service partners, clients, customers, and other stakeholders.
• Remain up-to-date with the current and emerging industry trends and best practices.
• Evaluate and communicate risks associated with investments and purchases related to service management.
• Collaborate with [IT Managers/Service Owners] to prepare business-case justifications and cost-benefit analyses for new service management initiatives and purchases.
• Update and coordinate with the [IT leadership] on service portfolio planning, status, performance, prioritization, funding, and approval.

Services Portfolio Management - Flowcharts

 

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Research Strategy