The Global Service Portfolio is part of a wider Customer Success and Support organization whose focus is providing the channel and end users with the capabilities they require to be successful in the deployment and support of their Fortinet technology. Specifically, the Global Portfolio team is positioned within the wider environment to provide both strategic and tactical leadership to a number of initiatives focused on customer value and revenue growth. As a growing and maturing organization we are now looking to someone to lead and provide structure to a service family responsible for identifying opportunities, providing thought leadership and executing change while working with other business stakeholders.

The strategic focus of the team covers a number of areas which include:

Service Introduction and Development
Service Monitoring and Quality
Sales Support and enablement.

The introduction and development of services is performed with the consideration of the global channel and end user requirements taking a structured methodical approach. To ensure effective progression and visibility of available services a Service Portfolio Manager is required to join the team to provide a focus and oversight of specific deliverables as part of a broader portfolio covering both standard support, Professional and Advanced Services offers.

Specifically, this new role will have an initial objective to own and drive an area of the portfolio collaborating and working with delivery, sales and other business functions to create an annual plan and roadmap of initiatives. Through a structured project management approach will then execute through the development stages leading to a successful launch plan and ongoing growth objectives. As a dynamic organization the service focus of the role may change to adopt to the broader teams initiatives but also to strengthen each individuals understanding to enable them to become an ambassador for the portfolio representing the team as sales or marketing events.

Working collaboratively will be responsible for the following activities:

Understand the customers challenges and propose a service portfolio based on customer value.
Develop and maintain the service vision and objectives for each and every service proposed including a cost-benefit analysis where required.
Lead quarterly reviews with stakeholders for efficient understanding of performance and decision making.
Use an approach that continuously considers scalability and automation in the development or review of the services.
Prioritize and develop a roadmap considering corporate objectives, resource challenges and capability to deliver.
Communicate with delivery leaders and stakeholders to ensure capability to deliver on time as well as infrastructure support groups to ensure the services are operationalized.
Manage the development projects and communication utilizing internal tools as appropriate keeping all stakeholders appraised of progress and associated risks.
Establish cost and pricing models looking at the resource modeling and obtain finance commitment to pricing strategies.
Understand and develop the legal and commercial frameworks including production of service description documents and pricelist requests.
Monitor the success of each service and maintain or sunset as appropriate.
Work with other internal resources including Product Management and Marketing to understand the value of each service and support launch plan activities.
Produce content associated to service value and messaging that can be used in marketing material or from a sales enablement perspective.

Additional Responsibilities

Further activities may be required on an ad-hoc basis or as part of a broader team function:

Understand the service portfolio and represent the organization with input to RFP responses based on the scope of services requested.
Act as an ambassador for the service team representing the capability to the sales, channel or customer community as required.
Support a communication framework to share success and achievements with a broader audience.
Build and maintain a network of individuals or capabilities to understand changing customer expectation and market demands.
Development and review of various legal or marketing based documents linked to the services.

Requirements

A problem solver who can apply thought leadership based on subject matter expertise.
Background in Professional Services management, Service Management or Service Development in a similar sector.
Experience with creating or delivering Service packages.
Proven working experience managing projects in the information technology sector and preferably within a service development function.
Solid technical background in network or cyber security technologies.
Willingness to learn the Fortinet product and service value proposition.
Ability to manage and seek resolution to conflicts.
Demonstrate previous success in operating remotely while continuing to deliver.
Excellent client-facing and internal communication skills.
Excellent written and verbal communication skills.
Solid organizational skills including attention to detail and multi-tasking skills.
Project management certification is an advantage.
Ability to set personal objectives being self-driven for achievement and motivation.
Willingness to travel as required.
Flexibility in managing time to ensure opportunities to communicate with other global timezones are fully utilized.

Education

Educated to degree level in a technical or management discipline and/or extensive experience in service portfolio management operating in a similar role.

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Fortinet Technologies (Canada) ULC

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Service Portfolio Manager