Specialist-Service Management (Service Management)_2629

Job Summary Table

Overall Objectives of the Job

The Demand & Requirements Manager (Workplace Services) manages the full lifecycle of workplace-related demands across intake, Requirements clarification, feasibility assessment, prioritization, quality-gate readiness, approvals, and handover to execution.

The role ensures accuracy, transparency, and timely progress in ServiceNow, aligns stakeholders and service owners, validates financials with commercial partners, and provides regular portfolio visibility through status reporting and dashboards.

The objective is to enable consistent, efficient delivery and operational stability across Workplace Services.

Qualifications & Experience

• Bachelor’s degree or equivalent professional experience in IT or related fields.

• Minimum 4+ years in demand management, project management, business analysis, or ITSM processes.

• Strong understanding of IT Service Management (especially Service Operation and Service Transition).

• Experience collaborating with international, cross-functional teams across locations.

• Ability to work independently with ownership, prioritization, and structured documentation.

• Strong analytical and problem-solving skills; comfortable in fast-paced environments.

• Proficiency with ServiceNow and Microsoft Office 365.

• Preferred certifications: ITIL® 4 Foundation; PRINCE2® Foundation/Practitioner

Skills / Specific Tasks / Activities performed

Technical / Process

• Manage end-to-end demand creation and lifecycle in ServiceNow, ensuring data accuracy and traceability

• Validate Requirements against quality gates (scope, assumptions, dependencies, artifacts).

• Coordinate feasibility and impact assessment with relevant service owners and SMEs

• Ensure clear and accurate financial details in alignment with commercial/finance teams.

• Maintain audit-ready documentation; prepare dashboards and portfolio status reports.

Functional / Domain

• Clarify Demand objectives, acceptance criteria, and prioritization logic with stakeholders

• Track Demands through approval forums and ensure timely decisions and handovers

• Identify risks, dependencies, and resource constraints; escalate with clear context when needed.

• Contribute to continuous improvement of Demand & Requirements workflows and templates

Business / Client Engagement

• Act as the structured interface for requestors; set expectations and SLAs for information readiness

• Provide concise, periodic status updates and management reporting

• Present Demands or support service owners with approval-meeting materials and context.

People Engagement

• Use active listening and clear, respectful communication across locations and cultures.

• Facilitate small working sessions to align stakeholders on scope and next steps

• Build strong relationships with service teams and partners for smoother handovers

Administrative / Compliance

• Maintain accurate records of decisions, approvals, and rationale for auditability

• Adhere to governance, information security, and data protection requirements

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