Service Portfolio Project Manager

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.