Application Services Portfolio Manager

**Introduction**:
**Critical Outputs**:
**Delivery of IT Services in the following functional areas**:

- Service and Support Strategy
- Support Management
- Incident Management
- Problem Management
- Configuration Management
- Service Management
- Continuous improvements
- All Technology Support Services
- All Application Support Services
- Vendor Management

**Responsible for the following key deliverables**:

- Reviews incident data to analyze assigned problems.
- Coordinates actions of others as necessary to assist with analysis and resolution actions for problems and Known Errors
- Assists with the handling of major incidents and identifying the root causes.
- Identifies trends and potential problem sources (by reviewing Incident and Problem analyses)
- Coordinates meetings to resolve problems.
- Follows up issues and progress with problem owners where necessary.
- Enable and champion an IT service culture.
- Oversee development of ITSM-based management processes and controls to ensure quality is maintained to meet business objectives.
- Create and maintain the catalog description of existing services offered by Life IM
- Manage project and tasks assigned to IT Operations from planning to delivery.
- Ensure requirements for Projects/Tasks are documented and signed off.
- Ensure required documentation and approvals are in place before deployments/changes.
- Audit production infrastructure quarterly and take corrective actions to ensure stability.
- Ensure appropriate OLAs/SLAs in place to support any new services.
- Analyze and review actual service performance against SLAs and OLAs
- Review third party underpinning agreements where necessary
- Review SLA targets and metrics where necessary
- Review OLA targets and metrics where necessary
- Provide leadership, vision, and direction to the Enterprise Applications capability within a global context.
- Develop and control the annual operating and capital expenditure budget to ensure it is consistent with the strategic objectives and aligned to the plan.
- Implement and manage Application Services in accordance with governance, compliance, and quality policies and standards.
- This role is accountable for driving technology scoping, evaluation, selection, and implementations.
- Understand business and systems processes to enable fit for purpose technology solutions.
- Hires and evaluates the performance of direct reports and provides ongoing coaching and staff development.
- Create a culture of continuous learning where the current and future technology trends are well understood to guide the technology requirements of the business.
- Develops relevant metrics, measures, and publishes the performance of the services provided and enables continuous improvement activities.
- Manage and deliver small continuous changes within agreed scope, budget, and quality.
- This role will also be accountable for designing reusable solutions that are optimized to deliver a predictable total cost of ownership (TCO)

**Strategy & Planning**
- In collaboration with IT Manco, business leaders, senior management, and relevant stakeholders, plan and establish SLAs that support business goals for the IT services portfolio throughout the enterprise that the Custodian is responsible for
- Work closely with Heads of Tribes and Project teams to ensure that all projects in the organization are successfully delivered by planning, delegating, monitoring, and maintaining control of all aspects of projects, and ensuring motivation for the people involved.
- Determine scope and objectives for all SLAs; deliver techniques, practices, and procedures for SLA formation and administration in a manner that best protects company interests and improves service delivery.
- Work closely with Heads of Tribes to assist business units in developing and implementing policies and procedures where SLAs are concerned.
- Govern all changes, enhancements and process deviations on systems associated with service portfolio.

**Acquisition & Deployment**
- Develop, establish, implement, and enforce supplier and outsourcer guidelines, obligations, and SLAs to the organization.
- Negotiate SLAs and other related issues with consultants, contractors, freelancers, and other third-party agents.
- Where necessary, provide appropriate SLA contract and subcontract information to accounting and purchasing departments.

**Operational Management**
- Create and document service level agreement drafts.
- Create and/or put in place metrics for reporting the management and effectiveness of SLAs compared to desired performance.
- Monitor SLA performance for compliance with organizational needs and requirements, including escalation management and follow-up checks for corrective action.
- Benchmark all corporate SLAs for IT services with internal and external service providers.
- Provide recommendations based on analysis of trending information.
- Oversee continuous service level improvement initiatives associated with core pro