ROLE PURPOSE<\/p>\n
\tThe Portfolio Manager: Service Management leads the delivery and continuous improvement of managed services, ensuring effective service delivery, operational efficiency, high-quality service, and adherence to SLAs and KPIs.
\n\tThis role provides strategic direction, departmental oversight, and leadership, aligned with organizational objectives, to the Service Management team.<\/p>\n
ROLE REQUIREMENT<\/p>\n
\tEnsure alignment of service operations with organizational strategy, client requirements, and industry best practices.
\n\tImplement and maintain governance frameworks, policies, and operational processes for consistent service delivery.
\n\tLead, manage, and develop the Service Management team, including recruitment, onboarding, coaching, performance management, leave approvals, and succession planning.
\n\tOversee financial planning, budgeting, and resource allocation for service operations.
\n\tMonitor, review, and report on service delivery performance, including incident resolution, service requests, and change management activities.
\n\tEnsure all managed services meet SLA obligations, operational standards, and customer expectations.
\n\tPrepare and present management and client-facing reports, dashboards, and performance reviews.
\n\tIdentify service risks, gaps, and improvement opportunities, implementing corrective and proactive solutions.
\n\tDrive continuous improvement initiatives, process optimisation, and service innovation.
\n\tSupport change management initiatives, ensuring smooth adoption of new processes, tools, and standards.
\n\tCollaborate across PMO, CSOC, and other business units to ensure seamless service delivery and cross-functional support.
\n\tAct as escalation point for critical incidents, service disruptions, or client concerns, ensuring resolution and post-incident review.<\/p>\n
Key Performance Indicators (KPIs):<\/p>\n
\tAligning tactical and operational priorities to address resource and operational challenges
\n\tAccountable for ensuring appropriately skilled resources through mapping key outputs, facilitating the assessment of team skills, identification of training needs, and implementing programs to enhance performance.
\n\tAccountable for setting clear business-related targets for service levels and ensure delivery of services can be properly assessed, monitored and managed against the targets
\n\tAccountable for the alignment of the practices and services with changing needs, through ongoing improvement, to ensure efficient and effective management of products and services
\n\tResponsible for customer retention by ensuring customer satisfaction, maintaining strong relationships, and improving the overall service experience
\n\tEvaluate risk and participate in quality assurance efforts
\n\tOversee expenses and budgeting to help the organization optimize costs and benefits for MSOC
\n\tSupport strategic planning for service operations, including capacity planning, workforce optimization, and service roadmap development.
\n\tSLA and KPI compliance rates for service delivery.
\n\tCustomer satisfaction and service quality metrics.
\n\tTeam performance, engagement, and retention.
\n\tAccuracy, timeliness, and insightfulness of reporting.
\n\tSuccessful implementation of process improvements and operational initiatives.<\/p>\n
Qualifications and Experience<\/p>\n
Qualifications:<\/p>\n
\tBachelor\u2019s degree in business administration, IT, Information Systems, or related field.
\n\tIT service management certifications (e.g., ITIL, COBIT) preferred.
\n\tAdditional certifications in leadership or operational management advantageous.<\/p>\n
Required Experience:<\/p>\n
\t8+ years in IT service management, operations management, or related field.
\n\tProven experience leading and managing medium-sized teams (20\u201350 staff), including coaching, performance management, and succession planning.
\n\tStrong experience in SLA\/KPI monitoring, service delivery, and incident\/change management.
\n\tExperience in financial management, budgeting, and resource allocation in a service environment.
\n\tDemonstrated ability to engage with clients and stakeholders at multiple levels, including executive reporting.
\n\tTrack record of driving service improvement initiatives, process optimization, and operational excellence
\n\t\u00a0<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
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