Enterprise Architect - Program & Project Management

Job Summary Job Description – Business Portfolio Manager (SRE) Role Summary The Business Portfolio Manager (BPM) is accountable for the overall delivery, governance, customer experience, and reliability outcomes for a designated business portfolio. The role serves as the strategic bridge between Customer Delivery Functions, Digital Product organizations, and Site Reliability Engineering (SRE), ensuring that reliability, operational excellence, and business priorities are aligned. The BPM provides leadership across Customer Success Managers (CSMs), Value Stream Managers (VSMs), SRE teams, and delivery functions, driving service stability, continuous improvement, transformation initiatives, automation adoption, and business value realization Key Responsibilities Key Responsibilities Portfolio Leadership & Governance • Own end-to-end service delivery and governance for the assigned portfolio. • Act as the primary interface between Customer Delivery Functions and Reliability Engineering. • Establish strategic alignment between business priorities and SRE objectives. • Lead governance forums including operational, tactical, and strategic reviews. • Provide executive-level visibility of service performance, risks, investments, and improvement opportunities. Customer Experience & Reliability Ownership • Own customer satisfaction and reliability outcomes across the portfolio. • Ensure services consistently meet agreed SLAs, SLOs, and availability targets. • Drive adoption of reliability engineering practices across value streams. • Sponsor initiatives focused on stability, resiliency, performance, and user experience improvements. • Provide executive oversight of major incidents, recurring problems, and business-critical risks. Portfolio Performance Management • Manage end-to-end performance of SRE service streams. • Review portfolio health through Golden Signals, SLIs, SLOs, Error Budgets, incident trends, and customer feedback. • Ensure proactive identification and mitigation of risks. • Drive accountability for operational performance and service outcomes. • Oversee execution of Service Improvement Plans (SIPs). Strategic Stakeholder Management • Build trusted relationships with senior business leaders, Delivery Function Heads, DPOs, DPAOs, and technology leadership. • Represent the portfolio in steering committees and executive governance forums. • Translate business priorities into operational and engineering actions. • Drive decision-making on investment priorities, modernization, automation, and reliability improvement initiatives. Transformation & Continuous Improvement • Lead modernization, rationalization, automation, and Agentic AI initiatives across the portfolio. • Champion SRE adoption and maturity progression. • Drive toil reduction, observability improvements, operational standardization, and self-healing capabilities. • Identify opportunities to improve service quality, efficiency, and business outcomes. Financial & Demand Management • Manage portfolio forecasts, demand planning, and resource alignment. • Ensure delivery commitments are aligned to budget and business priorities. • Support business case development for investments, lifecycle upgrades, automation, and transformation programs. • Track realized benefits and value delivered from reliability initiatives. Leadership & Team Management • Provide leadership and direction to Customer Success Managers and Value Stream Managers. • Foster a culture of accountability, collaboration, and continuous improvement. • Develop talent, succession planning, and capability growth within the portfolio. • Promote One-Team ways of working across customer, supplier, and partner organizations. Skill Requirements Preferred Skills Business & Leadership • Portfolio Management • Executive Stakeholder Management • Governance & Service Management • Financial Planning & Forecasting • Risk & Compliance Management • Vendor Management SRE & Operations • Site Reliability Engineering • Service Management (ITIL) • SLO / SLI / Error Budget Frameworks • Incident & Problem Management • Observability Platforms • Operational Resilience Transformation • Cloud Transformation • Automation & AIOps • Agentic AI • DevOps & Platform Engineering • Service Modernization Must Have Skill Program & Project Management Good to Have Skill Other Requirements Required Experience • 15+ years of experience in Application Operations, Managed Services, SRE, IT Operations, or Digital Service Delivery. • 5+ years in Service Delivery or Operations leadership roles. • Experience managing large-scale enterprise application portfolios. • Strong background in operational governance and executive stakeholder management. • Experience leading transformation, modernization, cloud, or reliability engineering programs. • Experience managing multi-vendor and global delivery teams. Success Measures (KPIs)\\\\r\\\\n• Customer Satisfaction (CSAT)\\\\r\\\\n• SLA / SLO Achievement\\\\r\\\\n• Service Availability & Reliability\\\\r\\\\n• Major Incident Reduction\\\\r\\\\n• Portfolio Risk Reduction\\\\r\\\\n• Error Budget Compliance\\\\r\\\\n• Service Improvement Benefits Realized\\\\r\\\\n• Automation & Toil Reduction Outcomes\\\\r\\\\n• Financial Performance Against Plan\\\\r\\\\n• Stakeholder Satisfaction Scores\\\\r\\\\n• SRE Maturity Progression