Role Summary

The Demand & Capacity Manager is the engine and service desk for demand — running the day-to-day execution of demand intake, triage, prioritisation and capacity tracking across both business and IT / technology demand, and tracking each demand end-to-end so the business always knows where it sits.

The role operates the AI-enabled demand tools, keeps the pipeline current, maintains the capacity view, runs the demand service desk (daily calls, notifications and email response) and produces demand and capacity reporting. Because much of the demand is technology-driven, the role understands systems, tech stack and architecture well enough to know what a demand really involves. It sits underneath the Demand & Capacity Management Lead — who owns prioritisation, customer problems and the capacity envelope — as the engine that keeps demand moving.

2. Core Mandate

- Track demand end-to-end — business and IT / technology demand — and keep the pipeline current
- Run demand intake, triage and prioritisation to standard
- Understand the systems, tech stack and architecture behind demands, so intake and triage are technically informed
- Be the service desk for demand — daily phone calls, notifications and responding to emails
- Build the demand dashboards and explain where each demand is sitting
- Tighten the demand lifecycle; constantly move demands forward and flag risks and priorities
- Operate the AI-enabled demand tools; de-duplicate and automate the workflow
- Maintain the capacity/workload view and flag over- and under-utilisation
- Set up the demand-shaping session agendas and support the Demand & Capacity Management Lead

3. Key Responsibilities

A. Demand Execution & Lifecycle

- Process intake, triage and prioritisation to standard across business and IT / technology demand; keep the pipeline current
- Tighten the demand lifecycle — constantly move demands forward and flag risks and priorities




- Give the journey and status of each demand and highlight priorities

B. Technology Demand Understanding

- Understand the systems, tech stack and architecture involved in a demand — enough to classify it correctly, spot dependencies and route it to the right teams
- Translate what a demand really involves (business and technical) so it is scoped and prioritised properly

C. Demand Service Desk

- Run the demand service desk — daily phone calls, notifications and responding to emails
- Track with PMOs, delivery teams and IT to make sure demand flows through

D. Dashboards & AI Tools

- Build and maintain the demand dashboards; explain where each demand is sitting
- Operate AI-enabled demand tools; de-duplicate and automate the workflow

E. Capacity Tracking & Business Cases

- Maintain the capacity / workload view and flag over- and under-utilisation
- Support quantified business cases and value-backing

F. Demand-shaping & Coordination

- Set up the demand-shaping session agendas; pull together everything that needs to happen
- Work with the Demand & Capacity Management Lead and the wider team

4. Key Outcomes

- A current demand pipeline across business and IT / technology demand, and a responsive demand service desk
- Disciplined, technically-informed triage and prioritisation
- An accurate capacity view
- Clear demand dashboards and reliable reporting
- Demands correctly classified and routed, with dependencies understood

5. Candidate Profile

Experience

- 5–8 years in IT-PMO / demand management (from an IT / technology point of view), demand,



portfolio or transformation delivery (Manager level)
- Strong IT-PMO track record — knows business AND technology; understands systems, tech stack and architecture well enough to know what a demand involves
- Solid business sense — understands business demands (e.g. what a letter of credit means)
- Ideally from an outsourced / managed-services or service-desk organisation experienced in service tickets

Capabilities

- Demand and pipeline management; demand service-desk operation
- Technology literacy — systems, tech stack and architecture awareness for demand classification and routing
- AI and demand tooling; workflow automation and de-duplication
- Analytical, reporting and dashboarding skills
- Business + technical understanding and strong stakeholder coordination

AI, Automation & Digital Tools (Group standard)

- Practical GenAI skills — day-to-day use of large-language-model assistants (e.g. ChatGPT / Copilot-class tools) to accelerate analysis, drafting and problem-solving.
- Cowork and agent-based / workflow-automation tools.
- Power Automate and low-code / no-code automation.
- Cloud and automation skill sets applied to the function.

6. Behavioural Traits

- Disciplined
- Organised
- Service-minded
- Analytical
- Technically curious
- Proactive

7. Reporting

Reports to the Demand & Capacity Management Lead (who owns prioritisation, customer problems and the capacity envelope) — this role is the engine beneath. Coordinated by the Senior PMO Lead (India Hub Lead) for hub delivery. Works with PMOs, delivery teams and IT.

8. Success Definition

A reliably-run demand-and-capacity engine and service desk — every demand (business and IT / technology) tracked end-to-end, correctly classified with its systems and dependencies understood, the pipeline current, capacity visible, and priorities and risks flagged early.

📌 Manager (Bengaluru)
🏢 Recognized
📍 Bengaluru