Desired Experience Range: 2+ years' 

Must-Have:

• 2+ years' experience as a Demand Manager or similar role, preferably in a ServiceNow environment.
• 2+ years' experience working within an Agile Delivery environment.
• Have demonstrable experience of working on at least three separate, ServiceNow product implementations in global organisations.
• Exceptional written and verbal communication skills, with the ability to effectively collaborate with diverse stakeholders, including technical and non-technical teams.
• Hold a customer-centric approach, with a dedication to meeting and exceeding internal customer expectations.  Able to build, develop, and maintain relationships with key stakeholders and decision makers.
• Comfortable working in a dynamic, fast-paced environment with a willingness to embrace new challenges and technologies.
• Committed to staying up to date with ServiceNow developments and industry trends.
• Ability to monitor and improve Demand Management delivery cycles via KPIs & Metrics.
• Able to engage with vendors and partners to support customer engagement and delivery.
• Can ensure that the delivery of Demand services is in line with agreed Service Level Targets and best practice standards.
• Can ensure that all demands are fully qualified and are aligned and prioritised against the platform's strategic objectives.
• Can promptly identify and escalate issues which may affect the scope, quality, or timeliness of objectives.
• Have demonstratable experience and understanding of ServiceNow technical concepts (e.g., workflow design, APIs, Web Services, integrations 
• Have the adaptability to work under changing work scenarios and a pro-active approach to dealing with challenges.
• Can prioritise their workload and that of their peers, and the ability to meet deadlines and remain resilient under pressure.
• Possesses a pro-active, customer-focused approach, and have a passion for the continuous pursuit excellence.
• Ability to self-organise, self-motivate, and can lead themselves.
• Can proactively develop and maintain ServiceNow product knowledge and/or certifications.

Good to Have :

• Prior experience working in an enterprise IT Service Management environment.
• Ability to conduct demand forecasting and capacity planning by analysing historical data and trends to predict future demand for ServiceNow digitization requests, ensuring adequate resource allocation.
• Ability to design and conduct customer satisfaction surveys to gather feedback on the demand management process and ServiceNow project outcomes. 
• KPIs to measure team performance and identify areas for improvement.

Detailed Responsibilities: 

• Efficiently manage incoming demands from internal stakeholders, including business units, departments, and functional teams, pertaining to ServiceNow digitization requests.
• Work closely with internal customers to understand their needs, objectives, and pain points, ensuring clear and concise requirement documentation.
• Leverage existing offerings to match customer demands with appropriate effort and complexity categories. 
• Provide rough order of magnitude (ROM) cost estimates based on the identified T-Shirt size.
• Evaluate demand requests based on strategic alignment, business impact, and resource availability. Collaborate with key stakeholders to prioritize projects and establish a roadmap for implementation.
• Foster strong working relationships with various teams within the organisation, including IT, development, operations, and business units. Facilitate communication and coordination between teams to ensure seamless execution of projects.
• Maintain open and transparent communication with internal customers throughout the demand management process. Keep stakeholders informed of project status, changes, and potential risks.
• Identify opportunities to optimise and enhance demand management processes.
• Proactively implement improvements to streamline workflows and increase overall efficiency.
• Establish key performance indicators (KPIs) to measure the success of demand management efforts. Provide regular reports and insights to leadership on project status and performance. Work with the ESM Engagement Lead to generate new demand and exploit opportunities to drive the digitisation of workflows across the enterprise.
• Supports the ESM Engagement Lead in designing an outstanding customer experience from initial engagement through to final delivery.
• Prepare customer engagement materials (e.g. presentations, workshop materials); schedule workshops; track customer engagement actions and deliverables.
• Supports the ESM Engagement Lead on Customer Engagement Forum calls, present product capability demonstrations, showcase platform capabilities, sell the value proposition of the ESM Platform.
• Supports the Engagement Lead in a manner that ensures the timely assessment and sizing of incoming ServiceNow demands.
• Identify and recommend continual improvement opportunities in the function and delivery of the ESM Platform Team.

Education and Professional Skills:

• Have a degree in a computer science, engineering, or similar technical discipline - desirable but not essential.
• Hold a minimum qualification of an ITIL Foundation Certificate.