Specialist, Service Demand Planning

Specialist Service Demand Planning 

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