At a Glance
- Tasks: Lead service portfolio management and drive innovative service strategies.
- Company: Join a global leader in cybersecurity with a focus on customer success.
- Benefits: Flexible working, competitive salary, and opportunities for professional growth.
- Other info: Collaborate with diverse teams and enjoy a vibrant workplace culture.
- Why this job: Make a real impact in a dynamic tech environment while enhancing customer experiences.
- Qualifications: Experience in service management and strong project management skills required.
The predicted salary is between 60000 - 75000 £ per year.
The Global Service Portfolio department sits within the wider Customer Success and Support organization, which is responsible for enabling partners and end users to successfully deploy, adopt, and support Fortinet technologies. The Service Portfolio team provides strategic and tactical leadership across initiatives focused on service innovation, operational excellence, and performance optimization. With a diverse and evolving portfolio of services, the role requires strong thought leadership, analytical capability, and problem solving skills to drive improvements and ensure alignment with organisational goals.
The Service Portfolio Project Manager contributes expertise across support, customer success, and professional services, shaping both, and delivering against short and long term service roadmaps. Success in this role depends on building strong cross‑functional relationships, influencing stakeholders, and ensuring effective execution of multiple concurrent initiatives. Robust risk management, clear communication, and proactive mitigation are essential to maintain momentum and deliver expected outcomes. The role may include ownership of a specific service or support domain, requiring the development and execution of a roadmap aligned with the broader service portfolio strategy. As a subject‑matter expert, the position also collaborates with Sales and Marketing to support go‑to‑market activities and ensure the organisation is equipped to achieve growth objectives. A structured yet adaptable approach is required, with flexibility to support wider team obligations as needed.
Responsibilities
- Service Portfolio & Strategy: Contribute to the organisation’s vision and strategy for services. Manage the lifecycle of services within the service portfolio, ensuring each service has a defined value proposition, business case, and lifecycle plan. Conduct market and competitive research to inform service strategy and identify opportunities. Ensure services are evaluated for strategic fit, financial viability, operational readiness, and customer value. Maintain the Service Portfolio and collaborate on the Service Catalogue with Service Owners.
- Service Development & Improvement: Identify, evaluate, and lead initiatives that enhance service quality, efficiency, and customer experience. Participate in operational reviews to identify areas for improvement and drive continuous service enhancement. Collaborate with Service Design, Transition, and Operations teams to ensure new or changed services are delivered effectively. Incorporate customer feedback, usage data, and satisfaction metrics into service improvement plans.
- Financial & Performance Management: Develop and maintain cost models and pricing considerations for services. Monitor value realisation and ensure services deliver expected outcomes. Define and track KPIs for service performance, adoption, and operational efficiency. Conduct performance analysis and provide insights to leadership.
- Project & Program Management: Lead and manage multiple concurrent initiatives, maintaining clear roadmaps and sub‑projects. Develop project scopes, objectives, and detailed plans, ensuring technical feasibility and stakeholder alignment. Coordinate internal resources and third‑party vendors to ensure flawless execution. Ensure projects are delivered on time, within scope, and within budget. Manage changes in project scope, schedule, and cost using appropriate verification techniques. Track and report project performance using appropriate tools and methodologies. Perform risk management to minimise project risks and escalated issues appropriately. Maintain comprehensive project documentation.
- Stakeholder & Cross‑Functional Engagement: Build and maintain strong relationships with internal teams, stakeholders, and external partners. Understand stakeholder information needs and provide timely, accurate reporting. Support Sales and Marketing with subject‑matter expertise, collateral development, and go‑to‑market activities. Ensure compliance with internal governance frameworks, quality standards, and regulatory requirements.
Competencies
- Strategic & Analytical Thinking: Ability to translate organisational strategy into actionable service roadmaps. Strong analytical skills to interpret data, evaluate service performance, and support decision‑making. Demonstrates structured problem‑solving and the ability to identify root causes and improvement opportunities.
- Service Management Expertise: Understanding of ITIL service lifecycle practices and service portfolio management. Ability to assess service value, viability, and alignment with business objectives. Skilled in developing business cases, cost models, and value assessments.
- Project & Program Leadership: Proficient in managing complex, multi‑stream initiatives with clear planning and prioritisation. Strong capability in scope, schedule, budget, and risk management. Demonstrates ownership, accountability, and disciplined execution.
- Stakeholder Influence & Communication: Excellent communication skills, with the ability to convey complex information clearly and persuasively. Strong influencing skills to align diverse stakeholders and drive consensus. Ability to manage conflict constructively and maintain productive relationships.
- Customer Centric Mindset: Understands customer needs, pain points, and success drivers. Integrates customer insights into service design and improvement. Advocates for customer value in prioritisation and decision‑making.
- Technical & Domain Knowledge: Solid understanding of networking, cybersecurity, and support service models. Ability to evaluate technical feasibility and collaborate effectively with engineering and operations teams.
- Personal Effectiveness: Highly organised with strong attention to detail and the ability to manage multiple priorities. Self‑motivated, proactive, and capable of working effectively in remote or global environments. Demonstrates resilience, adaptability, and a commitment to continuous learning.
Requirements
- Experience in service management, service development, or portfolio management within the IT sector.
- Strong project management capability; PMP, PRINCE2, or equivalent preferred.
- ITIL certification or demonstrated understanding of ITIL service lifecycle practices.
- Technical understanding of networking and cybersecurity technologies.
- Proven ability to influence, negotiate, and collaborate across global teams.
- Strong analytical, financial, and business case development skills.
- Excellent communication, documentation, and presentation abilities.
- Ability to work independently, manage multiple priorities, and operate effectively in remote environments.
- Willingness to travel and collaborate across global time zones.
- Fluency in English is essential.
Education
- Degree in a technical or management discipline, or equivalent professional experience in project management or service management.
Service Portfolio Manager employer: Fortinet, Inc.
At Fortinet, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. Our London office provides employees with the opportunity to engage in meaningful projects while benefiting from a strong focus on professional development and growth. With a commitment to employee well-being and a flexible working environment, we empower our team members to thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Service Portfolio Manager
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even hit up LinkedIn. The more people you know, the better your chances of landing that Service Portfolio Manager role.
✨Tip Number 2
Show off your skills! Prepare a portfolio or case studies that highlight your experience in service management and project leadership. When you get the chance to chat with potential employers, let them see what you can bring to the table.
✨Tip Number 3
Be proactive! Don’t just wait for job openings to pop up. Reach out to companies you admire, like Fortinet, and express your interest in working with them. Sometimes, creating your own opportunity is the best way to land the job.
✨Tip Number 4
Apply through our website! We’ve got loads of resources to help you ace your application. Plus, applying directly shows your enthusiasm and commitment to joining our team. Let’s get you that Service Portfolio Manager position!
We think you need these skills to ace Service Portfolio Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Service Portfolio Manager role. Highlight relevant experience in service management and project leadership, and don’t forget to sprinkle in those keywords from the job description!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you’re the perfect fit for the role. Share specific examples of how you've driven service improvements or managed complex projects.
Showcase Your Analytical Skills:Since this role requires strong analytical capabilities, be sure to include examples of how you've used data to inform decisions or improve services. We love seeing those problem-solving skills in action!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way to ensure your application gets into the right hands. Plus, we can’t wait to see what you bring to the table!
How to prepare for a job interview at Fortinet, Inc.
✨Know Your Service Portfolio
Before the interview, dive deep into the company's service portfolio. Understand the value propositions and lifecycle plans of their services. This will not only show your interest but also help you discuss how your experience aligns with their strategic goals.
✨Showcase Your Analytical Skills
Prepare to discuss specific examples where you've used analytical skills to drive service improvements or project outcomes. Be ready to explain how you evaluate service performance and make data-driven decisions, as this is crucial for the role.
✨Master Stakeholder Engagement
Think of instances where you've successfully built relationships with stakeholders. Be prepared to share how you influenced decisions and managed conflicts. This will demonstrate your ability to navigate cross-functional teams effectively.
✨Demonstrate Project Management Expertise
Brush up on your project management methodologies, especially if you have PMP or PRINCE2 certifications. Be ready to discuss how you've managed multiple initiatives, maintained clear roadmaps, and ensured projects were delivered on time and within budget.
