Senior Manager - ServiceNow Demand Lead

Job Title -Senior Manager - ServiceNow Demand Lead

Career Level: E

The ServiceNow Platform Demand Lead will be the liaison between the functions and the ServiceNow Centre for Enablement. The Demand Lead will be responsible for collecting ServiceNow Platform demand from product owners & business stakeholders and managing it through its lifecycle of development. This role requires excellent oral and written communication skills and the ability to efficiently self-manage busy work queue. This role will also need to adapt to the fast-paced working environment and delivering solutions that transform the way we work.

Key Responsibilities:

The ServiceNow Demand Lead is accountable for delivery of products and services. This role will manage day-to-day delivery of the BAU backlog and developer work packages and drive forwards collaborative working across a number of teams, including third party suppliers, federated delivery teams and business functions.

The responsibilities of this role will also include:

• 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, functions, 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 Product Architects to generate new demand and exploit opportunities to drive the digitisation of workflows across the enterprise. 

• Supports the Head of Demand Management 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 Product Architect on Customer Engagement Forum calls, present product capability demonstrations, showcase platform capabilities, sell the value proposition of the ServiceNow Platform. 

• Supports the Head of Demand Management 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 ServiceNow C4E.

About the Candidate

• 5+ years experience as a Demand Manager or similar role, preferably in a ServiceNow environment. 

• 5+ 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.