ROLE PURPOSE

The 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.
This role provides strategic direction, departmental oversight, and leadership, aligned with organizational objectives, to the Service Management team.

ROLE REQUIREMENT

• Ensure alignment of service operations with organizational strategy, client requirements, and industry best practices.
• Implement and maintain governance frameworks, policies, and operational processes for consistent service delivery.
• Lead, manage, and develop the Service Management team, including recruitment, onboarding, coaching, performance management, leave approvals, and succession planning.
• Oversee financial planning, budgeting, and resource allocation for service operations.
• Monitor, review, and report on service delivery performance, including incident resolution, service requests, and change management activities.
• Ensure all managed services meet SLA obligations, operational standards, and customer expectations.
• Prepare and present management and client-facing reports, dashboards, and performance reviews.
• Identify service risks, gaps, and improvement opportunities, implementing corrective and proactive solutions.
• Drive continuous improvement initiatives, process optimisation, and service innovation.
• Support change management initiatives, ensuring smooth adoption of new processes, tools, and standards.
• Collaborate across PMO, CSOC, and other business units to ensure seamless service delivery and cross-functional support.
• Act as escalation point for critical incidents, service disruptions, or client concerns, ensuring resolution and post-incident review.

Key Performance Indicators (KPIs):

• Aligning tactical and operational priorities to address resource and operational challenges
• Accountable 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.
• Accountable for setting clear business-related targets for service levels and ensure delivery of services can be properly assessed, monitored and managed against the targets
• Accountable for the alignment of the practices and services with changing needs, through ongoing improvement, to ensure efficient and effective management of products and services
• Responsible for customer retention by ensuring customer satisfaction, maintaining strong relationships, and improving the overall service experience
• Evaluate risk and participate in quality assurance efforts
• Oversee expenses and budgeting to help the organization optimize costs and benefits for MSOC
• Support strategic planning for service operations, including capacity planning, workforce optimization, and service roadmap development.
• SLA and KPI compliance rates for service delivery.
• Customer satisfaction and service quality metrics.
• Team performance, engagement, and retention.
• Accuracy, timeliness, and insightfulness of reporting.
• Successful implementation of process improvements and operational initiatives.

Qualifications and Experience

Qualifications:

• Bachelor’s degree in business administration, IT, Information Systems, or related field.
• IT service management certifications (e.g., ITIL, COBIT) preferred.
• Additional certifications in leadership or operational management advantageous.

Required Experience:

• 8+ years in IT service management, operations management, or related field.
• Proven experience leading and managing medium-sized teams (20–50 staff), including coaching, performance management, and succession planning.
• Strong experience in SLA/KPI monitoring, service delivery, and incident/change management.
• Experience in financial management, budgeting, and resource allocation in a service environment.
• Demonstrated ability to engage with clients and stakeholders at multiple levels, including executive reporting.
• Track record of driving service improvement initiatives, process optimization, and operational excellence