Job Details

The ServiceNow Demand Manager is responsible for collecting new demands from business stakeholders and ensuring they align to ServiceNow capabilities and desired business outcomes. The ServiceNow Demand Manager manages day-to-day demand management, from intake, screening, qualification, and demand prioritization ensures all criteria are met to submit a new demand and is responsible for clarifying initial demand requests. The ServiceNow Demand Manager acts as the direct link between the client and the ServiceNow team and is expected to communicate in a timely fashion, using the appropriate medium in a professional manner. The DM is responsible for ensuring compliance to the demand assessment process and presides over the ServiceNow portfolio governance demand board.

Primary duties and responsibilities

• ​Demand Governance: Manage the day-to-day ServiceNow demand management from intake, screening, qualification, and demand prioritization. Ensure all new asks meet the intake criteria for the ServiceNow demand process including defining business objectives and the value to be delivered. Maintain a prioritized backlog of ServiceNow demands in collaboration with the ServiceNow team and key stakeholders. Work with Product Owners to clarify new asks, prioritize ServiceNow demand for their product and focus areas.


• Demand Process Maintain a prioritized backlog of ServiceNow demands in the ServiceNow Strategic Portfolio Management (SPM) module. Work with the ServiceNow SPM Product Owner to provide insight on how the demand process can be improved to streamline, clarify, and reduce manual effort.


• Stakeholder Communication: Act as the main point of contact between the requestors, the ServiceNow team and stakeholders, providing regular updates on request progress and addressing any concerns. Hold Office Hours and schedule one-off meetings with requestors and key stakeholders to address questions and clarify demand process requirements.


• Client Satisfaction: Ensure that the delivered solutions meet or exceed client expectations. Seek feedback and identify areas for improvement in the demand process from clients. Provide support during the demand lifecycle, including troubleshooting and user training.


• Demand Forecasting: Predicting future demand for IT services and resources based on historical data, business plans, and market trends.


• Demand Intake Management: Managing the intake process for incoming demands, including requests for new services, changes, or enhancements.


• Demand Prioritization: Collaborating with stakeholders to prioritize demands based on business impact, urgency, and available resources.


• Resource Allocation: Allocating resources efficiently to meet demand requirements while optimizing resource utilization and minimizing conflicts.


• Demand Planning: Developing and maintaining demand management plans, including timelines, resource projections, and contingency plans.


• Service Portfolio Management: Overseeing the service portfolio to ensure alignment with business objectives and customer needs.


• Demand Analysis and Reporting: Analyzing demand data to identify trends, patterns, and opportunities for improvement; Generating reports and dashboards to communicate demand insights to stakeholders.


• Capacity Management: Working closely with capacity management teams to ensure that service capacities align with demand forecasts and business requirements.


• Change Impact Assessment: Assessing the impact of proposed changes on demand management processes and adjusting plans accordingly to mitigate risks.


• Vendor Management: Collaborating with vendors and service providers to fulfill demand requirements, negotiate contracts, and ensure service level agreements (SLAs) are met.


• Continuous Improvement: Driving continuous improvement initiatives to enhance demand management processes, tools, and methodologies.


• Risk Management: Identifying and mitigating risks associated with demand fluctuations, resource constraints, and changes in business priorities.


• Stakeholder Engagement: Engaging with stakeholders at all levels of the organization to understand their needs, communicate demand management strategies, and build consensus.


• Training and Knowledge Sharing: Providing training and guidance to team members and stakeholders on demand management best practices, tools, and processes.


• Compliance and Governance: Ensuring compliance with relevant policies, regulations, and standards related to demand management, IT governance, and service delivery.


• Cross-Functional Collaboration: Collaborating with other IT teams, such as service delivery, project management, and enterprise architecture, to ensure seamless integration of demand management activities with other IT processes and initiatives.


• Budget Management: Assisting in budget planning and tracking expenses related to demand management activities, ensuring alignment with financial goals and constraints.


• Performance Monitoring: Monitoring key performance indicators (KPIs) related to demand management, such as demand fulfillment rates, resource utilization, and customer satisfaction.


• Documentation and Knowledge Management: Maintaining documentation, templates, and knowledge repositories related to demand management processes, decisions, and outcomes.


• Leadership and Mentoring: Providing leadership, guidance, and mentorship to team members, fostering a culture of accountability, collaboration, and continuous learning.

Required Skills:

• 6+ years of experience with running IT projects / programs using the Agile methodology


• 4+ years of experience managing ServiceNow projects

Preferred Skills:

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  ServiceNow Platform Knowledge: Comprehensive understanding of the ServiceNow platform, including its various modules such as IT Service Management (ITSM), IT Operations Management (ITOM), and IT Business Management (ITBM), experience with the ServiceNow Demand functions.

  
  


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  Demand Management Processes: Proficiency in demand management processes, including demand forecasting, intake, prioritization, and resource allocation.

  
  


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  ITIL Framework: Familiarity with ITIL (Information Technology Infrastructure Library) best practices, particularly in the areas of service strategy, service design, and service transition.

  
  


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  Project Management Skills: Strong project management skills with the ability to oversee multiple projects simultaneously, from initiation to completion, ensuring adherence to timelines and budgets.

  
  


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  Stakeholder Management: Excellent stakeholder management skills, including the ability to communicate effectively with both technical and non-technical stakeholders at various levels of the organization.

  
  


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  Analytical Abilities: Strong analytical skills to interpret data and trends, identify areas for improvement, and make data-driven decisions to optimize demand management processes.

  
  


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  Problem-Solving Skills: Ability to identify and resolve issues and challenges related to demand management effectively, with a proactive and solution-oriented approach.

  
  


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  Change Management: Experience in change management processes, including assessing the impact of changes on demand management activities and implementing strategies to minimize disruptions.

  
  


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  Collaboration and Teamwork: A collaborative mindset with the ability to work effectively in cross-functional teams, fostering a culture of collaboration and knowledge sharing.

  
  


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  Continuous Improvement: Commitment to continuous improvement, with a focus on optimizing processes, enhancing efficiency, and driving innovation in demand management practices.

  
  


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  Vendor Management: Experience in vendor management, including the evaluation, selection, and oversight of third-party vendors and service providers.

  
  


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  Communication Skills: Strong written and verbal communication skills, with the ability to articulate complex concepts clearly and concisely to various audiences.

  
  


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  Leadership Abilities: Leadership qualities, including the ability to inspire and motivate team members, drive results, and lead by example.

  
  


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  Business Acumen: Understanding of business objectives and the ability to align demand management activities with broader organizational goals and strategies.

  
  

Education:

• Bachelor degree from accredited university or equivalent work experience (HS diploma + 4 years relevant experience)


• Relevant certifications in ServiceNow, ITIL, project management (e.g., PMP), or related fields would be advantageous.