1. Role Summary:

The Demand and 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 and Capacity Management Lead - who owns prioritisation, customer problems and the capacity envelope - as the engine that keeps demand moving.

2. Core Mandate:

- Track demand end-to-end - business and IT / technology demand - and keep the pipeline current

- Run demand intake, triage and prioritisation to standard

- Understand the systems, tech stack and architecture behind demands, so intake and triage are technically informed

- Be the service desk for demand - daily phone calls, notifications and responding to emails

- Build the demand dashboards and explain where each demand is sitting

- Tighten the demand lifecycle; constantly move demands forward and flag risks and priorities

- Operate the AI-enabled demand tools; de-duplicate and automate the workflow

- Maintain the capacity / workload view and flag over- and under-utilisation

- Set up the demand-shaping session agendas and support the Demand and Capacity Management Lead

3. Candidate Profile:

Experience:

- 5 - 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 involves

- Strong 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 tickets