The Demand & Capacity Manager is responsible for ensuring that business demand is accurately forecasted, assessed, prioritized, and aligned with available service, resource, and supplier capacity across the SIAM ecosystem. The role acts as the central coordination point between business stakeholders, tower leads, service providers, and governance teams to ensure that current and future demand can be delivered without compromising service performance, cost, or operational stability.
The role supports strategic planning, operational forecasting, resource optimization, supplier coordination, and continual service improvement across multi-vendor environments.
Demand Management
• Establish and maintain the end-to-end demand management process across all service towers.
• Capture, assess, qualify, and prioritize business demand requests.
• Work with business stakeholders to understand future initiatives, projects, and workload forecasts.
• Develop short-, medium-, and long-term demand forecasts.
• Identify demand trends and emerging requirements that may impact service delivery.
Capacity Management
• Develop and maintain capacity plans covering people, processes, technology, and suppliers.
• Monitor utilization against agreed thresholds and capacity targets.
• Ensure sufficient capacity exists to support current and future business requirements.
• Identify capacity risks, constraints, and bottlenecks before they impact service performance.
• Coordinate remediation plans with service providers and tower leads.
SIAM Service Integration
• Coordinate demand and capacity activities across multiple service providers and internal teams.
• Ensure suppliers provide accurate forecasting, utilization, and resource planning data.
• Drive consistency in forecasting methodologies across towers.
• Facilitate cross-provider planning and dependency management.
Governance & Reporting
• Produce regular demand and capacity reports, dashboards, and executive summaries.
• Present capacity forecasts, resource utilization, and demand trends to governance forums.
• Support SteerCo, Operational Governance, and Service Review meetings.
• Maintain capacity-related RAID items and improvement actions.
Financial & Commercial Management
• Collaborate with Financial Management and Vendor Management teams.
• Assess demand impacts on budgets, contracts, and resource costs.
• Provide capacity planning inputs for business cases and investment decisions.
• Support optimization initiatives to improve efficiency and reduce unnecessary costs.
Required Experience
• 8–12+ years of IT Service Management, Operations, or Program Management experience.
• Experience within SIAM or multi-supplier service environments.
• Strong knowledge of ITIL v4 Service Capacity and Demand Management practices.
• Experience managing workforce planning and supplier capacity.
• Experience in managed services, cloud, infrastructure, applications, and service management functions.
• Strong stakeholder management and governance experience.
Demand & Capacity Manager in London employer: Infosys Pontoon
As a Service Manager within the Markets, Intelligence and Enforcement (MIE) Product Group, you will thrive in a dynamic work culture that prioritises operational excellence and innovation. Our commitment to employee growth is evident through continuous training opportunities and a collaborative environment that encourages knowledge sharing and professional development. Located in a vibrant area, we offer a unique blend of competitive benefits and a supportive team atmosphere, making us an exceptional employer for those seeking meaningful and rewarding careers in IT service management.
