Service Portfolio Management - Manager

Job Summary

The Manager, Service Portfolio Management (SPM) performs on a team as a Subject Matter Expert (SME) for the function of Service Portfolio Management. The purpose of this position is to ensure that service providers have the right mix of services to balance the investment in IT with the ability to meet business outcomes. This role works with other Service Management processes to ensure that services are clearly defined and linked to the achievement of business outcomes, thus ensuring that all design, transition, and operational activities are aligned to the value of the published services.

Responsibilities

• Acts as a Service Portfolio Management SME responsible for the development, implementation and management of the SPM Processes & Policies as determined by the overall ITSM Roadmap.
• Lead and drive all Continual Service Improvement enhancements to the SPM process and ServiceNow implementation in accordance with Industry "Good Practice" (i.e., ITIL Framework).
• Works with Key Business Stakeholders and dependent processes (ITBM, ITFM etc.) to ensure Services are aligned to support dependent processes & functions.
• Manage and work with the Governance, Risk & Compliance department on the development and operationalization of Associated SPM Policies and Controls.
• Manage and drive the development, enhancement, and configuration of the ServiceNow platform in support of SPM, ensuring data quality and consistency.

Qualifications

• Bachelor's Degree or related work experience
• 4 to 7 Years of Experience 
• Experience in management of Business, Technical and Application Services across all IT Service Management processes.
• Experience in definition of Technology Services and Associated SPM best practices.
• Knowledge of ServiceNow Common Service Data Model Framework
• ServiceNow highly preferred
• ITIL Foundation (V3 / 4) certification preferred
• ITIL Lifecycle or Capability certification(s) in Service Strategy, Service Design preferred
• Strong verbal/written communication, with ability to effectively interact with individuals at all levels of responsibility and authority.
• Ability to prioritize, delegate and foster the development of high-performance teams to lead/support an environment driven by customer service and teamwork.