Manager

Role SummaryThe Demand & Capacity Manager is the engine and service desk for demand — running the day-to-day execution of demand intake, triage, prioritisation and capacity tracking across both business and IT / technology demand, and tracking each demand end-to-end so the business always knows where it sits.The role operates the AI-enabled demand tools, keeps the pipeline current, maintains the capacity view, runs the demand service desk (daily calls, notifications and email response) and produces demand and capacity reporting. Because much of the demand is technology-driven, the role understands systems, tech stack and architecture well enough to know what a demand really involves. It sits underneath the Demand & Capacity Management Lead — who owns prioritisation, customer problems and the capacity envelope — as the engine that keeps demand moving.2. Core MandateTrack demand end-to-end — business and IT / technology demand — and keep the pipeline currentRun demand intake, triage and prioritisation to standardUnderstand the systems, tech stack and architecture behind demands, so intake and triage are technically informedBe the service desk for demand — daily phone calls, notifications and responding to emailsBuild the demand dashboards and explain where each demand is sittingTighten the demand lifecycle; constantly move demands forward and flag risks and prioritiesOperate the AI-enabled demand tools; de-duplicate and automate the workflowMaintain the capacity/workload view and flag over- and under-utilisationSet up the demand-shaping session agendas and support the Demand & Capacity Management Lead3. Key ResponsibilitiesA. Demand Execution & LifecycleProcess intake, triage and prioritisation to standard across business and IT / technology demand; keep the pipeline currentTighten the demand lifecycle — constantly move demands forward and flag risks and prioritiesGive the journey and status of each demand and highlight prioritiesB. Technology Demand UnderstandingUnderstand the systems, tech stack and architecture involved in a demand — enough to classify it correctly, spot dependencies and route it to the right teamsTranslate what a demand really involves (business and technical) so it is scoped and prioritised properlyC. Demand Service DeskRun the demand service desk — daily phone calls, notifications and responding to emailsTrack with PMOs, delivery teams and IT to make sure demand flows throughD. Dashboards & AI ToolsBuild and maintain the demand dashboards; explain where each demand is sittingOperate AI-enabled demand tools; de-duplicate and automate the workflowE. Capacity Tracking & Business CasesMaintain the capacity / workload view and flag over- and under-utilisationSupport quantified business cases and value-backingF. Demand-shaping & CoordinationSet up the demand-shaping session agendas; pull together everything that needs to happenWork with the Demand & Capacity Management Lead and the wider team4. Key OutcomesA current demand pipeline across business and IT / technology demand, and a responsive demand service deskDisciplined, technically-informed triage and prioritisationAn accurate capacity viewClear demand dashboards and reliable reportingDemands correctly classified and routed, with dependencies understood5. Candidate ProfileExperience5–8 years in IT-PMO / demand management (from an IT / technology point of view), demand, portfolio or transformation delivery (Manager level)Strong IT-PMO track record — knows business AND technology; understands systems, tech stack and architecture well enough to know what a demand involvesStrong business sense — understands business demands (e.g. what a letter of credit means)Ideally from an outsourced / managed-services or service-desk organisation experienced in service ticketsCapabilitiesDemand and pipeline management; demand service-desk operationTechnology literacy — systems, tech stack and architecture awareness for demand classification and routingAI and demand tooling; workflow automation and de-duplicationAnalytical, reporting and dashboarding skillsBusiness + technical understanding and strong stakeholder coordinationAI, Automation & Digital Tools (Group standard)Practical GenAI skills — day-to-day use of large-language-model assistants (e.g. ChatGPT / Copilot-class tools) to accelerate analysis, drafting and problem-solving.Cowork and agent-based / workflow-automation tools.Power Automate and low-code / no-code automation.Cloud and automation skill sets applied to the function.6. Behavioural TraitsDisciplinedOrganisedService-mindedAnalyticalTechnically curiousProactive7. ReportingReports to the Demand & Capacity Management Lead (who owns prioritisation, customer problems and the capacity envelope) — this role is the engine beneath. Coordinated by the Senior PMO Lead (India Hub Lead) for hub delivery. Works with PMOs, delivery teams and IT.8. Success DefinitionA reliably-run demand-and-capacity engine and service desk — every demand (business and IT / technology) tracked end-to-end, correctly classified with its systems and dependencies understood, the pipeline current, capacity visible, and priorities and risks flagged early.