Job Title - Demand Business Manager – ServiceNow
Job Type - Remote
Experience - 8+ Years
Job Description -
Role Summary
The Demand Business Manager will own the end-to-end intake, prioritization, and lifecycle management of operational demands raised against the ServiceNow platform. This role acts as the bridge between business stakeholders, platform owners, and delivery teams — ensuring that demand is well-defined, appropriately prioritized, aligned to platform capacity, and progressed in line with agreed governance.
Key Responsibilities
- Serve as the single point of contact for all incoming ServiceNow operational demands across business units (ITSM, ITOM, HRSD, CSM, SecOps, GRC, or other modules in scope).
- Run the demand intake process: capture, validate, and qualify new requests; ensure each demand has a clear business case, owner, success criteria, and acceptance criteria before it enters the backlog.
- Facilitate demand prioritization with business stakeholders and the ServiceNow platform owner using agreed criteria (business value, effort, risk, regulatory/compliance impact, and platform health).
- Maintain a consolidated, transparent demand backlog and pipeline view; provide regular dashboards and status reports to leadership and the demand governance forum.
- Chair or coordinate the Demand Review Board / governance cadence; drive decisions on accept, defer, reject, or escalate.
- Work closely with delivery leads, architects, and product owners to balance demand against available capacity, release windows, and the platform roadmap.
- Identify dependencies, conflicts, and risks across demands; coordinate trade-off discussions and escalate where needed.
- Track demand from intake through to delivery hand-off; ensure traceability into epics, stories, change records, or projects within ServiceNow (Demand Management / SPM / APM modules where applicable).
- Drive continuous improvement of the demand management process, KPIs, templates, and tooling.
- Ensure alignment with ITIL practices, the client's enterprise architecture standards, and the ServiceNow platform governance framework.
- Support financial governance of demand — effort estimation, budget allocation, and chargeback/showback as required.
Required Skills and Experience
- 8+ years of overall IT experience, with at least 3–5 years in demand management, service management, or a business analyst / product owner capacity on enterprise platforms.
- Hands-on experience working with ServiceNow in an operational or programme context; strong understanding of ServiceNow modules and how operational demand flows through the platform.
- Practical knowledge of Demand Management, Strategic Portfolio Management (SPM), or Application Portfolio Management (APM) on ServiceNow is highly desirable.
- Strong stakeholder management skills — comfortable engaging with business sponsors, IT leadership, architects, and delivery teams.
- Experience operating within ITIL-aligned environments and Agile/SAFe delivery models.
- Proven ability to facilitate prioritization workshops and governance forums, and to drive consensus across competing stakeholder interests.
- Excellent written and verbal communication; able to translate business needs into structured demand artefacts and articulate technical constraints back to the business.
- Strong analytical skills with proficiency in building dashboards and reports (ServiceNow Performance Analytics, Power BI, or equivalent).
