Senior Operational Demand Manager - Data, Services & Analytics

Government Recruitment Service; City Of London; On-site; GBP 80,000 - 100,000; Full time

Job summary

A government agency in the UK is looking for a professional to manage the Demand Management process. You will ensure that all demand activities comply with internal guidelines and establish Service Level Agreements that meet customer needs. The ideal candidate will act as a liaison between customers and teams and contribute to service improvement while effectively managing stakeholder relationships.

Responsibilities

• Manage the Demand Management end-to-end process, ensuring adherence to governance frameworks.
• Establish appropriate Service Level Agreements that reflect customer needs.
• Act as a conduit between customers and DSA teams, managing requests and queries.
• Review SLAs against performance to ensure service delivery meets requirements.
• Respond to new and existing requests through the demand management process.
• Understand the schedule of demand changes and assess their impact on services.
• Meet with customers, managing outcomes and documentation.
• Contribute to service improvement and manage relevant information.
• Work with stakeholders at all levels, managing expectations and flexibility.

Job description

Responsibilities

• Managing the Demand Management end-to-end process, ensuring all demand activities adhere to internal governance frameworks.
• Ensuring appropriate Service Level Agreements (SLAs) that underpin the delivery of this service are established and reflect customer needs.
• Acting as a conduit between customers and DSA teams, capturing and responding to customer requests and queries.
• Managing the regular review of SLAs against performance to ensure that the services being delivered are in line with customer requirements.
• Managing and responding to new and existing requests through the DSA front door process, ensuring you respond to requests and manage the progression through the demand management process, in line with the appropriate SLAs.
• Understanding the schedule of new and inflight demand / changes, having a clear view ensuring demand is assessed, to establish the impact on existing services and responding to customer needs.
• Meeting with customers, effectively managing outcomes ensuring they’re documented and shared.
• Proactively contributing to continual service improvement, undertaking knowledge management activities: identifying, controlling and storing any relevant information.
• Working effectively with stakeholders at all levels both internally and externally, managing stakeholder expectations and showing flexibility to adapt to reach consensus.