Description
Service Demand Manager - Consultancy - £400pd - Leeds - Contract
My client are a leading consultancy, looking for a Service Demand Manager, working as part of a small but rapidly growing team delivering technology solutions into clients, you will be responsible for successfully understanding, anticipating and influencing customer demand for services, in addition to supporting information requests and responses back to the business.
Responsibilities
- Managing the process that sets the expectations for all parties of the way Technology Solutions and our customers and business units will interact to ensure that demand for new and significantly change services is proactive, controlled and has the objectives of the business at heart.
- Liaison with customers and business units to clarify details of new service requirements, ensuring as much pertinent information can be collected at as early a stage as possible.
- Supporting and co-ordinating service management related responses back to the business including costings.
- Identifying and working closely with business and Technology Solutions stakeholders to understand, anticipate and influence demand.
- Ensures all operational services and all services being prepared for operation are recorded within the service catalogue
- Defining and implementing a process that allows the Technology Solutions group to anticipate demand from our customers and business units in a proactive way.
- Identifying Patterns of Business Activity (PBA), to help anticipate and influence demand for new or significantly changed services.
- Defining and implementing a process that allows Technology Solutions to influence customer and business unit demand for example:
o Making use of the service catalogue to identify existing alternatives,
o Offering new alternatives.
o Ensuring requests for new services are submitted well ahead of time
o Working with the finance process to ensure that chargeback models can influence demand.
o Making the service pipeline more transparent to our business units
- Ensuring that service demand profiles are included with new services.
- Interacting with other process owners (eg Release Management, Change Management)
- Producing concise management reports and ensuring that Demand KPI's are met.
- Governing the demand pipeline and request process, ensuring that information is complete and accurate and that the task of taking the work forward is assigned an owner and any necessary project resources.
- Support of process quality standards accreditation activity
Experience & Background
We would expect that prospective Demand Managers would have most of the following experiences or skills:
- A self-starter with high levels of drive, energy, resilience, initiative and a desire for professional excellence
- Successful background in demand management or similar discipline.
- Ability to liaise and communicate effectively across the business and its client base up to senior management level.
- Experience of managing conflicting requests and be able to bring deliverables in to sharp focus from requests that may be unclear at first.
- Customer focused with excellent communication skills.
- Presence, gravitas, and the ability to question and challenge demand rationale for the greater benefit of the company.
- A proven track record in the inception of services to be deployed on a complex and varied technology platform in a multi vendor environment
- Hands on and takes ownership
- Able to operate in a rapidly changing, complex and technical multi-stakeholder environment
- Ability to prioritise, re-schedule or adapt to changes
- Ability to gather and dispense accurate information
- Attention to detail; applying quality standards to all tasks undertaken
- Ability to successfully operate in a global environment with different cultural challenges
Qualifications and Skills
- At least three years experience of Demand Management in a large, complex environment
- Excellent knowledge of best practices and processes of Demand Management
- Experience of ServiceNow or similar IT Service Management tool
- ITIL V3 Foundation essential and ITIL V3 Intermediate Service Strategy essential.
- Excellent written and analytical skills
- Excellent documentation skills including high functioning use of MS Word, Excel, PowerPoint and SharePoint.
If you are interested please call Stephen Charrot or email