Job Summary
Ensure that IT solutionsand related services are effectively applied, by taking full ownership of ITdemand matters from the business filter, prioritize and plan fulfilment whilstproviding visibility to the Management team.
Principal Functions Strategic/Tactical:
Understand and document thedesired outcome of a service, and decide if the customer’s need can befulfilled using an existing service offering or if a new or changed servicemust be created.
Understand and document the desired outcome of a service, and to decideif the customer’s need can be fulfilled using an existing service offering orif a new or changed service must be created.
Manage workload and assignments of a team of demand Specialists.
Initiate and execute intra departmental communication and improvementactivities to ensure maximum alignment of the IT with business priorities andfacilitate demand capturing.
Build an overall demand pipeline on an annual basis as well as in anongoing basis (mapped against annual plan).
Capture new demand and ensure structured and high quality of demand’sscope and specification in order to have a consistent basis for estimation andscheduling of the implementation.
Liaise with the business units to shape and implement the demandmanagement processes as well as the regular liaison / relationship managementinteractions.
Develop KPIs for Demand Management as well as dashboards and regularreports to create transparency and tracking of change requests and projects.
Ensures timely and accurate reporting of all IT demand related issues tosenior management and key stakeholders.
Develop, define and implement the overall IT demand management structure& processes especially with upcoming business initiatives, and the currentdemand in terms of Change execution performance and capacity requirementchallenges.
Understand pattern of business activities and the underlying drivers& recommend appropriate actions in order to keep IT budget & costswithin approved limits while meeting Business requirements on time, minimizingdelivery risks and quality.
Support continuous service improvement by -championing theprioritization and resolution of all customer demand requirement.
Ensure SLAs are agreed with internal customers and ensure alignment withthe SLAs agreed with delivery partners
Manage the risks related to delivery capacity and capability of currentand forecasted demand
Assist in developing solid forecasts that guarantees the continuance ofbusiness activities.
Operational:
Customer liaison/advocacy – Understand the customers’ expectations basedon their strategic objectives while delineating expectations that are drivenout of individual behaviour and institutionalizing customer-centric improvementmechanism for business benefits.
Manage the demand pipeline and liaise the business functions to capture,structure, prioritize, align and plan fulfillment of accepted business demandwhilst matching this demand with the IT delivery capacity.
Attend relevant Business and decision-making forumswhich deal with future IT demand and new requirements
Plan, carry out and evaluate regular customersatisfaction surveys.
Record customer complaints and compliments, toassess the complaints and to instigate corrective action if required.
Continuously monitor the processing status ofoutstanding customer complaints and take corrective action if required.
Organizeperiodic Internal Customer Forum (ICF) with Business Units/Areas to reviewperformance, understand expectations and negotiate priorities.
Educational Requirements
First degree from a recognised University
Relevant IT Certifications (ISEB BA, CBAP, ITIL, PMI etc) is an added advantage
Experience, Skills & Competencies:
Six (6) to Eight (8) years’ work experience with at least three (3)years at supervisory position.
Effective business relationship management skills
Understanding of IT Governance and Demand and Supply managementKnowledge of ITIL ServiceStrategy, Design and Operation
Effective communication and change management skills.
Apply via :
careers.9mobile.com.ng
