SMO Service Architect

at  Hydro

Hydro Global Business Services (GBS) is an organizational area that operates as an internal service provider for the Hydro group. Its ultimate purpose is to deliver relevant IT, financial, and HR business services to all business areas within the company.
Are you an IT professional who’s there to drive change? We at Hydro IT are transforming business processes with our Next Generation IT strategy to support Hydro’s Sustainability Agenda, using modern tools and future technologies. Join us and make an impact via SAP S/4, native Cloud Technologies, Digital Products, State of Art Cyber Security tools, and much more!

REQUIREMENTS

• 10+ Years of work experience in Enterprise Service Management or similar role
• BSc/MSc in Computer Science, Information Technology, Computer Engineering or related technical field or equivalent experience.
• ITIL lifecycle module (ITIL c3 / ITIL 4)
• Fluency in English
• Strong leadership capabilities
• Having the ability to communicate effectively with a diverse set of customers or partners, across multiple disciplines
• Min 4 years of experience in people managment

ROLE PURPOSE

Service Portfolio Manager will be responsible for overseeing the management and development of Hydro GBS IT’s service portfolio to ensure alignment with business objectives and customer needs. Fulfilment requires closed working relationship with cross-functional teams to drive service innovation, optimization, and continuous improvement. Holder of this role will be the key driver of the centrally controlled Service Portfolio design and management across their life cycle, ensure the systematic design of new services and upon readiness a secure transition to daily operation, also the Contact Point towards Product Based Op model / Product Portfolio Management. The Service Portfolio Manager plays a key role in identifying new service opportunities, evaluating market trends, and collaborating with internal stakeholders to deliver high-quality services that meet customer expectations.

RESPONSIBILITIES:

Service Portfolio Management

• Provides an overview of the organization’s service offerings (e.g.business value, investment, performance, dependencies)
• Focsing on the strategic management of services and supporting decision-making
• Ensuring effective governance of the service portfolio.
• Identify opportunities for service improvement and expansion

Service Architecture Management

• Defining the components, relationships, and interactions of a particular service to ensure its effective implementation and delivery
• Aims to create a blueprint or design that guides the development, deployment, and management of the service throughout its lifecycle
• Service Design and Service impact assessmen

Service Transition

• Development and Operation of Service Transition Framework, related methodology and the Handover Process
• Coordinate the transition of new or changed services into the production - Service Acceptance Criteria (SAC)
• Coordinate IT Service Delivery’s Resources towards Project Teams, manage required escalations and drive remediations
• Continuous Service Transition Improvements

Service Portfolio Governance

• Establish Portfolio governance processes and frameworks to effectively manage the service portfolio.
• Regularly report on service portfolio performance, including financials, customer satisfaction, and service roadmap updates.
• Works closely with Service Management Office’s Governance lead

Service Level & Financial Management

• Define and monitor service-level agreements (SLAs) to ensure service quality, availability, and performance targets are met Ensures SLAs, OLAs and UC are delivered according to specification
• Run continuous Gap analysis & Deviation management
• Coordinate with internal stakeholders and external vendors to ensure seamless service delivery and customer satisfaction.
• Drives Service Financial management, Pricing and True-up improvements

Continuous Service Improvements, KPIs and Benchmarking

• Ensure baselines for Measurements and Benchmarking are established
• Focus on Continual Service Improvements

Service Portfolio Strategy

• Developing and Executing the service portfolio strategy,
• Conduct market research and analysis to identify customer needs, industry trends, and competitive landscape.
• Collaborate with stakeholders to define service offerings, pricing models, and service delivery strategies.

Driving service innovation and development

• Lead the identification and evaluation of new service opportunities, working closely with product development teams.
• Drive the innovation of existing services by analyzing customer feedback, market demands, and emerging technologies.
• Collaborate with cross-functional teams to design and develop new service offerings,