Service Portfolio Manager

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Job Summary
Reporting to the Assistant Director, Delivery Management in the Strategy and Partnerships directorate, Information Technology Services (IT Services), the Service Portfolio Manager (Manager) is responsible for defining the service management strategy and establishing and leading the implementation of the service management maturation roadmap for IT Services, and providing strategic guidance to the Service Owners, Service Managers and Service Teams who manage the end-to-end cycle of one or more services by the department. The Manager will implement and manage a well-defined, business-centric IT Services service portfolio with established service definitions, service roadmaps, service level agreements, and key performance indicators. The Manager utilizes industry best practices such as the Information Technology Infrastructure Library (ITIL) service delivery lifecycle to identify and improve the processes through which services are delivered to the University.

Committed to Diversity, Equity, and Inclusion, the Manager provides strategic leadership and guidance that empowers others to ensure effective delivery of IT services in support of the University’s strategic priorities, ensuring that Queen’s continues to be responsive and flexible in an evolving higher education environment.

As a member of the IT Services management team, the Manager is accountable for managing all services delivered to customers against quality expectations and within reasonable cost, maintaining a catalog of IT services, and ensuring that an agreed level of service is provided for all current IT services. The Manager is also accountable for helping the management team of IT Services to understand and manage the investments across the service portfolio.
**Job Description**:
**KEY RESPONSIBILITIES**:

- Leads initiatives focused on the analysis and continuous improvement of how IT Services creates and delivers value for the University.
- Oversees the full life cycle of IT services including strategy, design, transition, operation, and continuous improvement.
- Determines service efficiency leveraging appropriate service monitoring and measurement frameworks; leads adjustments and realignments to business requirements as required.
- Responsible for maximizing the return on investment of IT services while managing risk.
- Responsible for managing the delivery of cost-effective solutions and services provided to customers against quality expectations.
- Responsible for the collaborative development of, maintenance, and availability of the catalogue of IT Services including full documentation of standardized activities and procedures.
- Is accountable for the implementation and effectiveness of the IT Services performance management program.
- Acts as an ITIL expert in the analysis and development of existing processes, procedures, and methods for service management.
- Works with clients to understand their needs and appropriately aligns key performance indicators with business outcomes.
- Responsible for ensuring an agreed level of IT service is provided for all current ITS services, and that future services are delivered to agreed achievable targets.
- Champions continuous process improvement initiatives to ensure IT Services maturity levels continue to be achieved.
- Leads the development of service level, operational level agreements, and underpinning contracts for all IT Services.
- Collaborates horizontally with members of IT Services carrying out a broad range of activities.
- Assesses the financial implications of additions and/or changes to the service portfolio and service delivery model(s) and collaborates with key stakeholders to minimize financial risk.
- Provides regular, data-driven reports regarding challenges, growth and progress; effectively communicates successes, risks and opportunities.
- Maintains excellent working knowledge of current and emerging technologies related to areas of responsibility.
- Acts a trusted a advisor to the CIO & AVP (ITS) and senior IT Services leadership team on issues, trends, concerns and opportunities.
- Understands IT industry best practices, standards, and resources to ensure continuous optimization of IT delivery effectiveness.
- Respects diversity and promotes inclusion in the workplace.

**REQUIRED QUALIFICATIONS**:

- University degree in computer science, engineering or related field combined with several years management experience in a similar role.
- A minimum of 5 years as an experienced leader with a proven track record influencing