The Specialist, Service Demand Planning coordinates demand processes, ensures criteria compliance, manages backlog, and facilitates governance forums for operations and engineering.
Specialist Service Demand Planning
PRIMARY RESPONSIBILITIES
COMPETENCIES
QUALIFICATIONS & EXPERIENCE
OTHER KEY REQUIREMENTS / COMMENTS
PRIMARY RESPONSIBILITIES
- Manage the central demand intake process for Operations & Engineering.
- Coordinate with demand requestors across business and technical departments to ensure submissions are complete and accurate.
- Verify that requests meet defined Demand Criteria before submission to the O&E Demand Council.
- Prepare and validate demands against minimum readiness checklists prior to board or departmental approval.
- Facilitate reviews, ensuring gate criteria are met and appropriate stakeholders are engaged.
- Serve as the primary coordinator for O&E demand governance forums.
- Perform regular monitoring of demand records to ensure completeness, accuracy, and ownership.
- Identify and address issues such as missing metadata, incorrect demand type classification, or stalled items.
- Escalate unresolved or high-risk demands to the O&E Demand Council.
- Support demand requestors and managers in assigning the correct demand type and providing required details.
- Ensure critical information (requestor, sponsor, demand type, dependencies, etc.) is provided for decision-making.
- Provide user training, guidance, and ongoing support for stakeholders engaged in the demand process.
- Maintain a healthy, actionable demand pipeline by cleaning up backlogs and misrouted items.
- Monitor overall demand flow to ensure transparency, accountability, and timely resolution.
- Initiate corrective actions when issues are identified
COMPETENCIES
- Organisational and coordination skills with attention to detail.
- Capable of managing multiple tasks simultaneously and balancing different priorities.
- Communication and stakeholder management abilities relevant to business and IT functions.
- Analytical mindset for identifying inconsistencies, risks, or incomplete submissions.
- Problem-solving and escalation abilities to maintain pipeline integrity and governance compliance.
- Accountability and capacity for independent and collaborative work.
QUALIFICATIONS & EXPERIENCE
- Bachelor's degree in Information Systems, Business Administration, Engineering, or a related field (or equivalent professional experience).
- 3-5 years of experience in IT service management, business analysis, PMO, or demand management roles.
- Familiarity with demand and portfolio management processes, ITIL, or governance frameworks preferred.
- Experience working with cross-functional teams, stakeholders, and governance forums.
- Proficiency in tools for demand/portfolio management, workflow tracking, and reporting (e.g.,Azure devops, ServiceNow, Jira, SharePoint, or similar).
- Prior exposure to operations or engineering environments is an advantage
OTHER KEY REQUIREMENTS / COMMENTS
- Proactive and professional attitude
- Customer focused at every level
- Ability to build and maintain strong relationships with team members, peers, and project stakeholders
- Ability to deliver and report tangible improvements to systems under group responsibility
Top Skills
Azure Devops
JIRA
Servicenow
Sharepoint
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