IT Services Portfolio Managers - Responsibilities
- 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.
This report outlines the responsibilities of IT Services Portfolio Managers who manage software-related services and IP assets. In addition, it includes links to four examples of job descriptions for IT Services Portfolio Managers and a couple of flowcharts related to IT Services Portfolio Management.
IT Services Portfolio Manager - Job Descriptions
Links to additional examples of job descriptions for IT Services Portfolio Managers are given below:
- 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
An exhaustive list of 32 responsibilities of IT Services Portfolio Managers who manage software-related services and IP assets can be found below. We have included and added to the responsibilities outlined in the initial findings to provide the complete list in this report.
Note: The text in brackets can be replaced with the company name and the relevant team/department names.
- 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
For this research on the responsibilities of IT Services Portfolio Managers who manage software-related services and IP assets, we leveraged the most reputable sources of information that were available in the public domain including IP Performance, IP Business Academy, and Ubisoft among others.
The software/portfolio service responsibilities for IT Services Portfolio Managers have been compiled after reviewing the functions, roles, and responsibilities for Service Portfolio Managers as well as job postings for IT Service Portfolio Managers by the Unique Personalservice GmbH, City of Gainesville, Ubisoft, Lancaster University, EBSCO, and Swarovski, among others. Responsibilities related to Intellectual Property asset management have been identified after reviewing the functions, roles, and responsibilities of Intellectual Property Managers and Intellectual Property Asset Managers from different industries and shortlisting those that are relevant to the role of IT Services Portfolio Managers.