Demand Manager

Title: Demand Manager

Organization: IT Infrastructure & Operations

Location: India Hub

JobRequirements:

• Bachelors degree in Business, Information Technology, or a related quantitative field.
• 10+ years of experience in IT services, demand planning, or financial operations.
• Proven ability to develop and manage detailed Statements of Work (SOWs).
• Collaborative approach working with architecture, engineering, and operations teams.
• Skilled in creating reports and dashboards tracking demand trends and delivery metrics.
• Strong stakeholder engagement and cross-functional communication capabilities.
• Working knowledge of computeservicesand infrastructure services across hybrid environments.
• Analytical mindset withexpertisein interpreting data and driving actionable insights.
• Experience partnering with FinOps to align delivery execution with cost objectives
• Exceptional written and verbal communication skills with business acumen.
• Bachelors degree in Business, Information Technology, or a related quantitative field.
• 10+ years of experience in IT services, demand planning, or financial operations.
• Proven ability to develop and manage detailed Statements of Work (SOWs).
• Collaborative approach working with architecture, engineering, and operations teams
• Skilled in creating reports and dashboards tracking demand trends and delivery metrics.
• Strong stakeholder engagement and cross-functional communication capabilities.
• Working knowledge of computeservicesand infrastructure services across hybrid environments.
• Analytical mindset withexpertisein interpreting data and driving actionable insights.
• Experience partnering with FinOps to align delivery execution with cost objectives.
• Exceptional written and verbal communication skills with business acumen.

Key Job Responsibilities:

• Support the definition of a Demand Management organization, including but not limited to the following areas:
• Leverage global demand management delivery processes and governance to deliver superior operational performance in the Americas.
• Coordinate with the Service Delivery to deliver consistent processes, practices and tools.
• Service delivery activity optimization, including Prioritization, Change Management, KPI's, and Customer satisfaction
• Implementation of Cost transparency, accuracy and optimization along the value chain
• Support the implementation of the Service Management, with focus on the following:
• Contribution to the Service Catalog.
• Aid in the identification of Service Requirements for any new or existing services to be placed in the Service Catalog.
• Support the management and loading of the CMDB and reporting and correcting exceptions and data discrepancies
• Develop and implement a communication plan for publicizing the IT Service Catalog to IT customers.
• Develop and provide monthly deliverables which will: Assess and recommend updates to Service; Build out Service Catalog entries for new services;
• Contribute to ensure that Service Now has the required features to support the activities, with priority to automation, process performance, data accuracy.
• Contributes to identify and document needs for evolutions, in coordination with stakeholders in the different GT Services Lines, Towers and Local/Global teams. Follow-up on the evolutions agreed-to.
• Service monitoring & reporting.
• Control Asset and configuration elements so they are managed according to rules and guides
• Present performance /metrics data in a way which is understandable, actionable and adds value.
• Assist in identifying potential service improvement opportunities
  Support to Cost transparency.
  With theobjectiveof supporting Cost accuracy,transparencyand optimization, from Production to Billing toCustomer :
• Identifyoptimization needs for Dashboarding and Reporting to follow Operations and Financials KPIs
• Ensure all CMDB areaccurate,Resolveany CMDB gaps, make sure data is consistent along the life cycle
• Make sure operational and financial data are consistentalongthe sources and documents released by the different vendors (Micorosoft, AWS,etc, )
• Reconcile all sources and input data from different systems
• Investigate any non-data quality discrepancies, alert on gaps; Put in place Continuous Improvement Process for data accuracy.
• Ensure the release and communication of the dashboard, reports and KPIs on the agreed recurring governance.
• Provide analysisin order tohelp FinOps / Financial controller to evaluate and take decisions.
• Participate inidentifyingefficiencies opportunities andmonitorthe achievement of them for related services.
• Assistin budget preparation and control for the yearly plan and for the ongoing projects.
• Assistto provideaccuratereporting to customers / explanations on invoicing levels.
• Asset & Configuration management.
• Ensure that CIs areidentified, accounted, reported,verifiedand audited
• Ensure that an up-to-date asset inventory for all technology assets ismaintainedand only authorized components are used
• Produce periodic reports detailing the changes made to the CIs. Review the Record of Software Assets and CMDB for discrepancies and make updates if necessary

Managing of Demands:
Managing and executing Demands in the H&C area includes ensuring theteam:

• understanding of specific demand requirements;
• demand entry into the demand management tool;
• demand response coordination within the team; Make a formal quotation and explain proposed solution to requestors and management
• ensuring demand responses are provided consistent with commitments made to requestors; Ensure proper delivery of the validated quotation by close follow up with the delivery teams andin depthknowledge of organization and processes globally.

Competencies andExperience:

Education:

• Bachelors degree in Computer Science, Management Information Systems or other relevant area (or equivalent experience)
  General Requirements
• 5+ years experiencein two of the three areas: Business/Operations, IT, or Project Management
• Strong knowledge of his/her customers (business, culture, needs)
• Very goodknowledge of Data Center and Cloud Technologies
• Familiar with the latest technologies, standards, products, namely related with major Vendors AWS, Azure, Google Cloud Platforms, traditional data centers
• Ability to build adequate commercial proposals and associated SLA
• Experience including hands-on in project management skills,methodsand techniques (planning, scheduling, financial modeling, reporting, project control procedures, etc.)
• Proficiencyincluding hands-on for Microsoft Office Suite especially Microsoft Excel
• Experience with ITSM with preference for Service Now
• Experience with Project Methodology (Six Sigma, Agile,etc, ) is a Plus
  Critical competencies
• Ability to communicate with all levels of Management / Organizationin order togather required datain a timely manneras well as present relevant information whenrequired.
• Works safely andcomplies withpolicies and procedures.
• Able to think creatively & exploit opportunities
• A demonstrated ability in successful problem-solving and management of multiple tasks/priorities.
• Ability to effectively managea crisis situationand work under high pressure environments.
• Anticipating and Dealing with Changing Environments.
• Ability to work autonomously and in remote management situation, within a matrix organization of alarge multinational company
• Ability to function in a team environment with extensive flexibility and limited supervision; must be a driven self-motivator.
• Ability to promote teamwork and a cooperative work environment.
• Customer and ServiceOriented;Responsiveness and availability to ensure good service to users
• Strong Listening and dialogue skills to understand needs and problemsencounteredby users
• Proven interpersonal, analytical, presentation, communication, and organizational skills
• Qualitative and quantitative analytical skills withabilityto collect and correlate information and data, making links to business processes and financial performance.
• Flexibility to accommodate financial planning, reporting, and monthly close deadlines.