Application Service Portfolio Manager

Introduction:

A vacancy exists for an Application Service Portfolio Manager for the company Business Unit based at Head Office in Oxford Parks, reporting to the IM Head of Technology Services. The successful candidate will be responsible for ensuring that the company Solutions services are being effectively delivered at the operational level to meet the required business outcomes. Play a role in planning and implementing enterprise IT Systems to improve cost effectiveness, achieve stability and service quality. The successful candidate will need to be a strategic thinker with business acumen who can quickly understand complex business operating models. This role will be required to develop working relationships with key stakeholders and lead cross-functional teams in developing the strategy for the company Solutions Application services capability.

Critical Outputs:

Delivery of IM 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 IM 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.
• Accountable for the provision of policy, process, and internal standards together with supporting documentation, templates and checklists relating to the planning, design, development, configuration, and implementation of business application services (i.e., ERP, HRIS, CRM, Legal, Process Architecture, Integration etc.)
• Function as a strategic and tactical partner who listens to understand the requirements of cross functional teams and lead the development, design, implementation, and operations relating to enterprise application services
• 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
• The Service Portfolio Manager is responsible for the strategic and tactical direction relating to the plan, build and operations relating to business applications and integration services. The position combines leadership and managerial responsibilities that requires in-depth hands-on technical expertise. This role will lead Enterprise Architecture relating to Application services by ensuring fit for purpose enterprise principles, standards and patterns are defined to inform solution architectures for varying business requirements.
• 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.
• Apply Problem Management and Continual Improvement principles to affect a downward trend of Incidents related to service portfolio
• Collaborate with the Enterprise Architecture team to develop application landscapes to remain abreast with latest technologies.

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 processes and mission-critical systems.
• Meet regularly with IT and business unit managers to clarify new SLAs and to finalize new requirements of or additions to existing SLAs.
• Establish and maintain regular written and in-person communications with the IT Manco and end users regarding pertinent SLA activities and developments. Effectively communicate SLA strategies to team members and stakeholders in a timely and clear fashion.

Requirements:

• 5 to 8 years of experience within IT at either management/leadership level
• Bachelor’s degree in IT related studies or equivalent (NQF 7)
• 8+ years’ experience managing Business Application Services (i.e., ERP, Process Architecture, Business Analysis, Integration, Automation) in a large complex/matrix global organisation.
• Exposure to managing and implementing Human Resource applications will be an advantage.
• 4-6 years’ experience with business process modelling tools
• 3-5 years Involvement in Contract negotiations with Vendors and service providers
• Knowledge of Service Delivery and Service Support disciplines as defined under ITIL.
• Specialist knowledge in developing and maintaining ITIL policies and procedures.
• Demonstrable experience in managing Service Delivery in an outsourced environment.
• ITIL certified.
• Significant experience of multiple vendor management and contracts
• Experience in defining and monitoring SLA’s.
• Understanding of an IT Strategy and implications for infrastructure
• Able to work to tight deadlines and produce solid work that is both correct and to a high standard.
• Understanding of technical architectural issues
• Ability to demonstrate a sound level of understanding across a broad range of technical subjects and be able to apply this knowledge to customer’s specific requirements. Strong process background and a proven track record in implementation and enforcing processes.

Competencies:

• Problem-solving, analysis and judgement
• Resilience
• Verbal & written communication and presentation
• Influencing
• Drive & energy.
• Excellence orientation
• Ethical behaviour
• Building relationships
• Customer responsiveness
• Organizational awareness
• Leading by example
• Motivating and developing people
• Creative and innovation thinking