ServiceNow Demand Manager (Remote)

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).