Manager - Demand, Change & Capacity

Govern and coordinate IT demand intake, change execution and capacity planning across the Infrastructure domain in order to align business requirements with IT capabilities, deliver changes in a controlled and compliant manner, and ensure that infrastructure capacity supports current and future business needs.

Responsibilities

Manage IT demand intake and prioritization in order to create a transparent, aligned and resource-aware demand pipeline.

• Capture, assess and prioritize incoming business and IT demands.
• Align demand with strategic objectives, infrastructure priorities and resource availability.
• Coordinate demand discussions with Infrastructure, Applications, Network and End User Services domains.
• Maintain transparency of the demand pipeline and decision-making process.

Govern the end-to-end IT change lifecycle in order to ensure controlled, compliant and high-quality change execution.

• Assess change requests and coordinate risk evaluation, scheduling and approvals.
• Coordinate CAB preparation and governance activities.
• Oversee implementation readiness and post-implementation review.
• Act as approver for critical changes and enforce quality standards.

Manage infrastructure capacity planning in order to ensure that compute, storage, network and end-user assets meet current and future needs.

• Monitor infrastructure capacity and identify risks related to under-capacity or over-capacity.
• Lead monthly and quarterly capacity planning cycles.
• Forecast future needs based on the project pipeline and business demand.
• Propose mitigation actions for gaps in servers, WAN, devices or other resources.

Coordinate governance and stakeholder communication in order to align Infrastructure priorities with business roadmaps and organizational standards.

• Facilitate cross-functional governance forums such as CAB and capacity reviews.
• Ensure structured communication between business stakeholders, IT teams and governance bodies.
• Align Infrastructure priorities with Enterprise Architecture and business roadmaps.
• Support compliance with organizational policies and standards.

Report on performance and drive continuous improvement in order to support decision-making, scalability and operational efficiency.

• Provide regular reporting on the demand pipeline, change success, risks, capacity utilization and forecasts.
• Analyze process performance and recommend improvements to demand, change and capacity management.
• Identify optimization initiatives for performance, scalability and cost.
• Support regular analysis and recommendations for management decisions.

Experience Required

• 8-10 years of experience
• Bachelor degree in Information Technology, Business Information Systems or a related field, or equivalent by experience.
• Several years of experience in IT service management, infrastructure operations, demand management, change management or capacity management.
• Strong knowledge of ITIL processes, especially Demand, Change and Capacity Management.
• Ability to manage stakeholders and coordinate across Infrastructure, Network, Security, Application, business and vendor teams.
• Analytical skills for capacity planning, forecasting, reporting and continuous improvement.
• Governance and risk management mindset with the ability to make decisions under constraints related to resources, risk and priorities.
• Professional English language skills; additional local language skills are an asset.