IT Service Portfolio & Program Analyst

The IT Service Portfolio & Program Manager is responsible for governing the intake, prioritization, planning, execution, and reporting of IT service requests and initiatives across the enterprise. This role serves as the primary coordinator between business stakeholders, IT service owners, application teams, infrastructure teams, cybersecurity, manufacturing operations, and external vendors to ensure requests are evaluated, approved, delivered, and measured according to ITSM and ITIL best practices.

The ideal candidate combines strong program/project management experience with knowledge of IT Service Management (ITSM), Service Catalog Management, Request Fulfillment, workflow governance, Lean/Kaizen continuous improvement, and semiconductor manufacturing operations.

This position ensures IT demand is translated into well-defined service requests, projects, or enhancements while maintaining alignment to business priorities, resource capacity, SLAs, governance standards, and enterprise architecture.

Responsibilities

IT Service Intake & Demand Management

• Govern the centralized intake process for IT service requests, enhancements, projects, and strategic initiatives.
• Facilitate intake reviews, triage sessions, and prioritization meetings.
• Assess business value, operational impact, risk, urgency, dependencies, and resource requirements.
• Ensure incoming requests contain complete business requirements and supporting documentation.
• Coordinate approval workflows across business, IT, cybersecurity, architecture, and compliance teams.

Service Catalog Governance

• Manage and continuously improve the IT service catalog.
• Partner with Service Owners to define:
  • Service offerings
  • Request forms
  • SLA targets
  • Approval workflows
  • Fulfillment processes
• Ensure service catalog items remain standardized, measurable, and user-friendly.
• Drive adoption of self-service capabilities and workflow automation.

Program & Project Portfolio Management

• Manage a portfolio of IT initiatives from intake through closure.
• Develop project plans, schedules, milestones, risk registers, and status reporting.
• Track project delivery performance, milestone completion, budget utilization, and benefit realization.
• Coordinate cross-functional execution across infrastructure, applications, cybersecurity, manufacturing systems, and third-party vendors.

ITSM & ITIL Process Leadership

• Support implementation and maturation of ITIL practices including:
  • Service Request Management
  • Service Catalog Management
  • Change Management
  • Incident Management
  • Problem Management
  • Continual Service Improvement
• Ensure requests follow established governance and operational processes.
• Recommend process improvements to reduce cycle time and improve service quality.

Manufacturing & Operational Alignment

• Understand manufacturing operations and factory business processes.
• Partner with Supply Chain, Manufacturing, Quality, Engineering, and Operations teams to understand business priorities.
• Evaluate how IT requests may impact:
  • Manufacturing execution
  • Production scheduling
  • Factory automation
  • Traceability
  • Quality systems
  • Operational continuity
• Prioritize initiatives that improve operational efficiency, productivity, and business outcomes.

Metrics, Reporting & Continuous Improvement

• Develop executive dashboards and scorecards.
• Track:
  • Request volumes
  • Throughput
  • SLA compliance
  • Lead times
  • Project health
  • Resource utilization
  • Customer satisfaction
• Lead Kaizen workshops to identify bottlenecks and drive process optimization.
• Utilize Lean methodologies to improve service delivery effectiveness.

Stakeholder Management

• Serve as liaison between business stakeholders and IT delivery teams.
• Facilitate steering committees, prioritization reviews, and governance meetings.
• Communicate project risks, issues, dependencies, and escalation items.
• Provide executive-ready reporting and portfolio updates.

Qualifications

Education

• Bachelor's degree in Information Systems, Engineering, Computer Science, Business Management, Operations Management, or related field.

Experience

• 7+ years of Program Management, Project Management, PMO, IT Service Management, or IT Operations experience.
• Experience managing enterprise technology portfolios and cross-functional programs.
• Hands-on experience with ITSM or Service Management environments.
• Experience supporting manufacturing, semiconductor, automotive, industrial, or supply chain operations preferred.

Technical Knowledge

• ITIL Framework
• IT Service Management (ITSM)
• Service Catalog Management
• Request Fulfillment
• Workflow Management
• Portfolio Management
• Change Management
• Agile and Waterfall methodologies
• ServiceNow, Jira, Azure DevOps, Power Platform, or equivalent platforms

Preferred Qualifications

• ITIL Foundation or higher certification
• PMP certification
• Lean Six Sigma Green Belt or Black Belt
• Experience with manufacturing systems such as:
  • MES
  • ERP
  • Factory Automation
  • Quality Management Systems
  • Supply Chain Platforms

Critical Competencies Leadership

• Strategic thinking
• Cross-functional influence
• Executive communication
• Stakeholder management

Delivery Excellence

• Program governance
• Dependency management
• Risk management
• Budget management

Continuous Improvement

• Lean Manufacturing
• Kaizen facilitation
• Process reengineering
• Data-driven decision making

Business Acumen

• Manufacturing operations knowledge
• Supply chain awareness
• Operational excellence mindset

Success Metrics (First 12 Months)

• Reduce average intake-to-approval cycle time by 25%
• Achieve >95% SLA compliance for catalog requests
• Establish standardized service intake governance process
• Implement KPI dashboard for service portfolio management
• Increase self-service request adoption
• Deliver measurable Kaizen improvements across IT service workflows
• Improve stakeholder satisfaction and portfolio transparency

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