Services Strategy and Project Manager

Overview

In this role you lead the Service Portfolio within Fortinet’s Global Customer Success and Support organization, shaping service strategy and roadmaps. You drive cross-functional delivery across service lifecycle, performance, and value realization, while coordinating with Sales and Marketing to support growth. You’ll manage multiple initiatives, mitigate risks, and ensure alignment with organizational goals. This is a dynamic, globally distributed role that combines strategy, execution, and stakeholder influence to improve customer outcomes.

Responsibilities

• Contribute to and manage the organization’s service strategy and lifecycle
• Define value propositions, business cases, and lifecycle plans for services
• Conduct market research to inform strategy and opportunities
• Assess strategic fit, viability, and customer value of services
• Maintain the Service Portfolio and collaborate on the Service Catalogue with Service Owners
• Identify and lead initiatives to improve service quality, efficiency, and customer experience
• Coordinate with Design, Transition, and Operations for new/changed services
• Incorporate feedback, usage data, and KPIs into improvement plans
• Develop and maintain cost models and pricing considerations
• Monitor value realization and service performance against KPIs
• Lead multiple concurrent initiatives with clear roadmaps and objectives
• Develop project scopes, plans, and ensure technical feasibility
• Coordinate internal resources and vendors for execution
• Deliver projects on time, within scope and budget; manage changes
• Maintain project documentation and provide risk management
• Build relationships with internal teams and external partners
• Provide SME support to Sales and Marketing for GTM activities
• Ensure governance, quality standards, and regulatory compliance

Key requirements

• Experience in service management, development, or portfolio management in IT
• Strong project management capability; PMP/PRINCE2 or equivalent preferred
• ITIL certification or understanding of ITIL lifecycle
• Technical understanding of networking and cybersecurity
• Proven ability to influence and collaborate across global teams
• Strong analytical, financial, and business case development skills
• Excellent communication, documentation, and presentation abilities
• Ability to work independently and manage multiple priorities in remote environments
• Willingness to travel and collaborate across global time zones
• Fluency in English

• Strategic and analytical thinking
• Excellent communication and influencing abilities
• Cross-functional collaboration and stakeholder management
• ITIL service lifecycle
• Service portfolio management
• Cost modeling and business case development

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