Service Portfolio Manager

Service Portfolio Manager focuses on freshfields is seeking a talented service portfolio manager to oversee and enhance our end-to-end service portfolio processes.

What the role involves

• Freshfields is seeking a talented Service Portfolio Manager to oversee and enhance our end-to-end service portfolio processes.
• In this pivotal role, you will ensure our technology requirements are clearly understood, and that all elements of our services – including cost, value, risk, SLAs/XLAs.
• As a Service Portfolio Manager, you will play a critical role in shaping how we deliver technology services across Freshfields.
• Maintain robust governance frameworks for service management.
• Build strong stakeholder relationships to drive service excellence and continuous improvement.
• Maintain a transparent service catalogue that clearly presents our IT services.

Skills and requirements

• Proven experience as a Service Management professional, passionate about process improvement.
• Experience with ITSM toolsets, ideally ServiceNow.
• Excellent Service Management process and lifecycle management knowledge, with experience in communication and interaction channels.

Additional role context

• Design, and catalogue – are transparent and robust.
• Collaborate with experts to align our service portfolio with customer needs and firm policies, including compliance and ITSCM.
• Champion automation and customer service as forefront considerations in all service designs.