Remote ITSM Demand Manager - ServiceNow & Roadmap Lead

World Food Programme; Roma; Remote; EUR 61,000 - 100,000; Full time

Job summary

World Food Programme seeks an ITSM Demand Manager to align business needs with IT delivery. You will manage intake for ServiceNow ITSM, help shape the product roadmap, and coordinate backlog prioritization across stakeholder groups.

You will work in an international environment, fostering collaboration, delivering analytics, training, and change-management support to enable successful product adoption and continuous improvement. Remote, Rome-friendly arrangements available.

Qualifications

• 4+ years in operations or similar environments with business users.
• Strong communication and organizational skills.
• Experience with ITSM tools and service delivery in large international organizations.
• ITIL V4 knowledge desirable; CSA/PM knowledge mandatory or highly desirable.

Responsibilities

• Manage demand intake for ServiceNow ITSM features and requests.
• Develop and maintain ServiceNow product roadmap including UX and backend enhancements.
• Evaluate, consolidate, and prioritize functional requirements aligned with roadmap and capacity.
• Ensure governance of product demand within ServiceNow ITSM with visibility of pipeline.
• Create and manage product backlogs in line with Scrum best practices.
• Engage with customers and TEC stakeholders as a bridge between support, business, and product teams.
• Coordinate adoption activities and steering committees.
• Provide reports to management with insights for decisions.

Skills

ServiceNow ITSM

Product backlog management

Stakeholder engagement

Scrum

UX improvements

Data analysis

Reporting

Knowledge management

Organizational change management

Communication

Education

University Degree in Computer Science, Business Administration, Economics or International Relations

Tools

EasyVista Service Manager

Microsoft Office

Job description

World Food Programme seeks an ITSM Demand Manager to align business needs with IT delivery. You will manage intake for ServiceNow ITSM, help shape the product roadmap, and coordinate backlog prioritization across stakeholder groups.

You will work in an international environment, fostering collaboration, delivering analytics, training, and change-management support to enable successful product adoption and continuous improvement. Remote, Rome-friendly arrangements available.