Service Portfolio Manager

The Service Portfolio Manager will be responsible for the following tasks

Purpose of Job

Ensure the management and delivery of all services, over the entire lifecycle from concept to retirement, through design, transition and operation whilst adhering to good governance practice. To ensure delivery on provider and customer SLA’s

ITIL V3

• Alignment of existing and new ATC services with good practice through the adoption of ITIL V3 processes
• Produce, maintain and own the Service Catalogue – view of the ATC services provided, details of the services and their use, the service levels expected and business processes
• Co-ordinate and focus the organisation around the Service Catalogue
• Maintain and own New Services Pipeline for technical, through Strategy to Design. Transition and into Operational
• Input into the business strategy and its execution through the Service Life cycle ensuring alignment to customer needs
• Manage strengths, weaknesses, priorities and risks around the services provided to the customer
• Ensure performance measurements are in line with the customer and ATC strategy
• Build, maintain and manage the transition framework
• Ensure the effective transition of services from design through to operations
• Produce a framework to ensure that services are evaluated in terms of their capability and risk profile prior to deployment
• Ensure that good-quality knowledge and information is delivered as part of any implementation, upgrade, etc
• Ensure that the services can be managed, and supported according to the requirements specified within the service design
• Ensure the availability and maintenance of knowledge and information that staff can find and use

 Change Management

• Setup and implement change management policies and standards including change authorisation policies, business rules and procedures
• Setup and chair regular CAB meetings
• Authorise and track approved changes
• Liaise with all necessary parties to coordinate the change through build, test and implementation
• Updates change log with all progress that occurs, including any actions to correct problems and/or to take opportunities to improve service quality
• Ensure required changes in configuration documentation has been made
• Review all implemented changes to ensure they meet their objectives; refers back any that have been backed out of or have failed
• Produce regular management reports

Problem Management

• Setup and implement Problem Management poliies and standards, business rules and procedures
• Manage submission to problem management
• Manage known error data base
• Produce required incident reports

Service Level Management

• Ensure SLAs relate and are applicable to services provided as well as obtainable via back to back agreements with 3rd party Service Providers
• Implement OLAs within the business to facilitate delivery of SLA to customers
• Ensure services to clients are managed as agreed in the SLA and report back to customers
• Ensure delivery of SLAs and manage exceptions on delivery from 3rd party Service Providers
• Ensure that systems, processes and methodologies as specified are followed to sure effective monitoring, control and support of service delivery
• Establish a Service Review process, plan, organize and facilitate recurring meetings (internal and external)
• Analyse, review, and report performance results against the criteria established in SLAs and OLAs

Configuration Management

• Se tup and implement Configuration Management policies and standards
• Agree with business scope of configuration management processes, function, items to be controlled, and the information that is to be recorded
• Develop configuration management standards, configuration management plans and procedures
• Ensure that changes to the configuration management methods and processes are properly approved and communicated
• Agree CIs to be uniquely identified with naming conventions
• Provide required reports

Department Management

• Define the roles and responsibilities of the ITIL Service Portfolio Departmental staff, their recruitment, training and development
• Management of staff in delivery of service, creating and managing KPIs as well as performance management
• Staff motivation and mentorship, career planning and training requirements

Governance

• Ensure internal IT departments are complying with company audit requirements
• Ensure all statutory requirements are adhered to

Key Attributes

• Minimum 7 - 10 years in IT Operations
• Ability to create relationship at all levels internally
• Customer service-orientated mind-set
• Natural leadership qualities
• Proven successful previous track record in People Management
• Good verbal and written communication skills with attention to detail and accuracy
• Proficient in Microsoft Excel, Word and PowerPoint
• Mature individual who is able to work with minimal supervision
• The candidate would be an assertive, pro-active and dedicated team player that works well in a process driven environment
• Ability to manage time in order to prioritise activities

Educatrion and Qualifications

• ITIL V3 Certified Service Manager 
• Project Management experience advantageous
• Relevant technical qualification advantageous

The salary is negotiable dependent on experience and qualifications.

Applicants must have their own reliable transport.