Demand Manager

From IT frameworks

Contents 1 Job Description for the position of Demand Manager 1.1 The job 1.2 Position 1.3 Production 1.4 Responsibilities 1.5 Authority 1.6 Resources 1.7 Qualifications 1.8 Advancement

Job Description for the position of Demand Manager

Demand Management is a discipline in IT service management.

The role of Demand Manager is to ensure the goals of the Demand Management process are achieved. The main goal is to identify Patterns of Business Activity, analyse the activity and trigger other key processes to act proactive, e.g. Capacity Management.

Other goals include predicting Business demands and possibly regulating the demand from Business. A properly functioning Demand Management process works closely with Business to reduce any uncertainty. in present or future demand of services whilst controlling unnecessary risks and costs.

Patterns of Business Activity (PBA) trigger Demand Management. It is crucial to study, analyse, present and use PBAs to provide input for Capacity Management. By analysing PBAs, the value can be seen throughout all life cycle stages (Operational, tactical and Strategic). E.g. Service Catalogue can map demand to Services. Service Design can design to PBAs.

The job

The Demand Manager is a position within the scope of Demand Management ITILv3 process. The Demand Management process is tightly coupled with the ITILv3 Capacity Management process.

This document provides a good description of the position but is not complete for every organization. Adjust as necessary.

Position

• Immediate seniors are Service Strategy Manager and ITSG (IT Steering Group).
• Immediate juniors are the Service Strategy staff triggering the Demand Management process.
• "Users" are all users of internal and external IT services.
• "Customers" are users of IT services internally in the organization and external paying customers that use the companies IT Services.
• "Suppliers" are parties defined by Service Design Supplier Management key process for each IT Service.

Production

Key Performance Indicators (KPIs)

• Percentage of time (minutes, days, weeks) Capacity resources not being used (excluding people)
• Percentage of Demand capabilities (skills)
• Delay of Capacity due to badly managed Demand
• Capacity plans evaluated (predicted demand v Actual Capacity)
• Over-investment from Demand Management (resources)
• Demand modelling evaluation v Actual Capacity needed (Incidents based on Capacity problems)

Metrics

• Number of times Demand Management is triggered
• Number of times Demand Management did not qualify goals and objectives for the process
• Number of bypasses of the process
• Number of times Demand Management properly trigger the Capacity Management process
• Number of PBAs triggering the process

Responsibilities

Demand Manager is responsible for:

• Tasks
  • The Demand Manager ensures uncertainty in demand
  • The Demand Manager ensures proactive preventive maintenance is coupled with customers demands.
  • Making recommendations for Service Improvement Plans
  • Ensuring the Demand Management process is performed as designed.
  • Developing a Demand Management process model for the role of Demand Manager.
  • Ensuring the Demand Management process is fit for purpose.
  • Ensuring process description meets objectives
  • Sponsorship, design, and continual improvement of the process and its metrics.
  • Following the organization's policies relating to employment.

• Personnel
  • Leading and supporting the Demand Management team.
  • Motivate the employees you are responsible for. Help them thrive in a challenging work environment.
  • Understanding the full scope of the Demand Management process.
  • Ensuring that all your co-workers in projects understand and follow all procedures they are involved with.
  • Ensuring any disagreements with employees have the opportunity to become RfCs.

• Reporting
  • To Process Manager (To ensure optimal process interaction)
  • To Service Strategy Manager (To ensure Demands are managed in relation to the Demand Management process description)
  • To Service Owner (Accountable for specific service)
  • To ITSG (To ensure all IT goals are aligned to business goals)

Authority

• The Demand Manager must have authority to stop incoming demands for extra supporting services.
• The Demand Manager must have authority and visibility into the Capacity Management process.
• Service Design designs Demand Models with pre-defined activities. Any changes to these activities must be transitioned.
• The Demand Manager reports demand issues to the Service Strategy Manager and ITSG.

Resources

Internal resources

• The Demand Manager has internal resources available as defined by the organization for process owners.

External resources

• The Demand Manager has external resources as appropriate to ensure the fulfilment of the objectives of the Demand management process.

Qualifications

It is expected that the Demand Manager has the competence required to competently manage the Demand Management ITILv3 process.

It is expected that he/she constantly acquires knowledge necessary to continually manage the Demand Management ITILv3 process better so that expectations are continually met.

Advancement

As Demand Manager you have the possibility to apply for positions as [[Service Strategy Manager}} and Service Design Manager and other key positions in the Strategy and Design life cycle phase. You are also encouraged to apply for other positions in Application and Technical Management.