Job Description

JD | Managed Services (MS) Portfolio

Position Title: P3O Officer Managed Services (MS) Portfolio

Reports To: Program Manager Managed Services (MS) Portfolio

Function: Project Management Office (P3O)

Department: Service Delivery Management (SDM)

Grade: L1 / L2

Job Purpose

The P3O Officer acts as the shadow to the Program Manager, providing governance, coordination, and

portfolio management support across assigned projects. The role ensures standardized reporting,

visibility, and adherence to clients delivery framework while tracking progress, risks, and dependencies.

Roles and Responsibilities

Assist MS Program Manager in governance, SLA monitoring, and reporting activities.

Maintain dashboards for service performance, incidents, and problem management.

Track and report on SLA compliance, cost variances, and service improvement actions.

Coordinate with service delivery, operations, and vendor teams for governance reviews.

Ensure consistent data accuracy and reporting quality in managed service operations.

Contribute to continuous improvement initiatives and service transition projects.

Provide a Centre of expertise and develop consistent standards and procedures, including templates,

and guidance in tailoring across a range of programs and projects

Implement guidelines, procedures, and templates to collect and maintain consistent data and provide

hands-on delivery support to a program or project

Coordinate information about how programs and projects run the standard program or project

management methods, their progress, and problems

Facilitate creation and update of program or project plans as required by the program/project

manager. Identify where cross dependencies exist and track/monitor these in support of the

program/project manager

Establish and maintain baselines

Facilitate the design, development, and ownership of the program or project plan, ensuring that all

milestones and internal and external dependencies are identified, logged, and monitored

Establish and operate a mechanism to track the delivery of programs or projects against the plan,

update progress against the plan

Run facilitated workshops on start-up, risk, planning, issues, etc.

Perform program and project fast-track start-up and closure assistance

Design and support governance/reporting for programs and projects

Implement an agreed regular progress-reporting mechanism for all programs and projects, and thereby

monitor the routine progress of programs/projects, and assist the program/project manager in

preparation of the program/project status reports

Provide regular reports to boards, including a commentary on performance, coordinating upward

aggregation of data/information and reports highlights reports, program status reports, management

dashboards

Develop and establish risk, issue, dependency, and change-control processes and templates, and assist

the program and project team in their delivery

Facilitate the quality review process for programs or projects

Maintain the list of stakeholders and their interests and facilitate the formulation of the stakeholder

engagement strategy

Assist Program/Project Manager and customer with transition management

Qualifications

Bachelors degree in Business Administration, Computer Science, or related field.

37 years of experience in PMO or Project Coordination within IT/Service Delivery environments.

Certifications: Relevant Certifications in the same field.

Skills

Proficiency in MS Project, Excel, Power BI, and related governance tools.

Strong communication and stakeholder management skills.

Excellent analytical and documentation skills.

Ability to manage multiple priorities in fast-paced environments.

Competencies

Analytical thinking and problem solving.

Effective time management and organizational skills.

Teamwork, adaptability, and accountability.

High attention to detail and data accuracy.