Service Architect

I. PURPOSE

The Service Portfolio Manager is responsible for defining, managing, and evolving the MSP's service portfolioacross Managed Security Services, Managed Infrastructure Services, and Consulting Services. The role ensures that all services in the catalog are strategically aligned, market-relevant, cost-effective, and deliverable at scale.

The Service Portfolio Manager acts as the custodian of the service catalog, bridging the gap between market demand, client requirements, and operational capability. By monitoring performance, financial viability, and service adoption, the Service Portfolio Manager drives continuous innovation, competitive differentiation, and profitable growth of the MICTS's offerings.

II. DUTIES AND RESPONSIBILITIES

• Service Strategy and Portfolio Management
• Own and manage the service catalog across all service domains:
  • Managed Security Services: Managed Security Operations Center (SOC), Cyberthreat Intelligence as a Service
  • Managed Infrastructure Services: Network Infra, Cybersecurity, IT Compute, Enterprise Applications, Cloud, Unified Communication, Data Center Facility, ServiceDesk.
  • Consulting Services: Advisory, assessments, roadmaps, transformation programs
• Define service lifecycle management (introduction, growth, maturity, retirement).
• Conduct market research, benchmarking, and competitor analysis to ensure offerings remain relevant and differentiated.
• Develop service business cases and investment justifications for new or enhanced services.
• Align the service portfolio with corporate strategy, client needs, and technology trends.
• Service Activation ("Turning On the Service")
• Lead the service launch process — taking new or enhanced services from design (Service Architect) into live operation.
• Ensure service readiness by validating:
  • Service Design Package (SDP) completeness.
  • Operational processes, SLAs/OLAs, governance, and compliance.
  • Tooling, monitoring, and automation requirements.
  • Resource and skills availability for delivery teams.
• Partner with Service Transition/Operations to pilot, onboard, and stabilize services.
• Oversee the Go-to-Market (GTM) rollout with Marketing and Sales to drive client adoption.

• Act as the "owner" of the service launch checklist, ensuring all dependencies (financial, contractual, technical, operational) are cleared before turning on the service.

• Service Financial and Performance Management

• Monitor service financials, including cost models, pricing, profitability, and ROI.
• Define pricing models and support Sales with financial analysis during bids.
• Monitor adoption rates, utilization, and customer satisfaction metrics.
• Recommend service adjustments, scaling, or retirement based on performance.
• Provide regular reports to leadership on service portfolio performance.
• Stakeholder and Cross-Functional Collaboration
• Work closely with Business Development, Technology Group, Service Architects, Operations, Consulting teams, and Vendor to ensure services are feasible and scalable.
• Collaborate with Sales, Business Development, and Pre-Sales to position services effectively in client engagements.
• Partner with Marketing to develop collateral, GTM plans, and campaigns for new services.
• Engage directly with clients to capture feedback and refine the portfolio
• Governance & Continuous Improvement
• Ensure services comply with ITIL best practices, ISO standards, and regulatory obligations.
• Govern the official service catalog documentation and publish updates.
• Continuously drive innovation, automation, and optimization across services.
• Feed lessons learned from BAU operations back into service enhancements.

III. QUALIFICATIONS

• Education and Certifications
• Bachelor's degree in Information Technology, Computer Science, Business, or related field.
• Preferred Certifications:
  • ITIL v4 Foundation (Intermediate/Managing Professional preferred)
  • Project Management (PMP/Prince2)
  • Business Analysis
• Experience
  • 7–10 years of experience in service portfolio, product management, or service delivery within an MSP or IT services environment.
  • Hands-on experience in launching new services ("turning on" services from design to operations).
  • Strong background in multi-tower managed services (Security, Infrastructure, Cloud, Applications).
  • Familiarity with financial modeling, costing, and profitability tracking.
  • Proven record in ITIL service lifecycle management and service catalog governance.
• Skills and Competencies
  • Strategic thinker with strong market awareness.
  • Strong commercial acumen with the ability to balance profitability and client value.
  • Excellent stakeholder management and communication skills.
  • Skilled in service lifecycle management, activation, and performance monitoring.
  • Highly adaptable and able to drive change across multiple service domains.

IV. WORKING CONDITIONS

• Location: Hybrid (combination of offices, remote work, and client site visits).
• Schedule: Standard business hours with flexibility for client workshops, proposal deadlines, or service transitions.
• Travel: Moderate (10-20%) based on service rollouts and client engagements.
• Collaboration: Extensive interaction with Sales, Marketing, Service Architects, Systems and Platform, Delivery Operations, and Clients.