DEMAND MANAGER
ROLE AND RESPONSIBILITY v2.0
ROLE: Manage client service requests through the completion of a response & ROM to ensure that responses are on time, within scope and of appropriate quality. Maintain appropriate prioritization to meet required KPI standards.
RESPONSIBILITES:
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Facilitate an accurate, quality and timely response to all requests
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Develop ROMs and proposals for appropriately defined requests
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Determination of urgency, timing, detail level and resource support requirement
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Manage the workflow and process of ROMs and proposal development for appropriately defined requests involving expert resource support as required
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Maintain close working relationships with Service Line leads and expert resources as appropriate to develop high quality ROMs
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Follow CSC best practice process, using all available templates, standard packs and building blocks to ensure the consistency of delivery of high quality ROMs and proposals
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Collaborate with the client early and often where clarity or escalation will benefit an accurate and timely response
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Provide timely Closure of Service Requests upon work completion and confirm handoff to service or project delivery
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Be aware of the metrics of the Demand Management function and monitor priorities and balance responses to meet metrics
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Monitor requests that repeat to submit as candidates for next Catalog, Standard Pack or Building Blocks
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Support the knowledge management process by placing best practice examples into the Demand Management repository and using the repository to find templates, process guidelines and previous response examples
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Be knowledgeable of CSC Demand Management tools and technologies and utilize them effectively
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Attend all Demand Management function conference calls
SKILLS:
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Good written and verbal communication skills
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Knowledge of CSC best practices concerning demand management and service request management
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Detailed knowledge of application and infrastructure technologies and their usage
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Ability to work effectively in CSC corporate toolsets, newScale, Performa Initiation, Performa Task and EPMO
KEY PERFORMANCE INDICATORS:
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Number of service requests completed within the 10 day key metric
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Number of service requests rejected by BT because ROM is inaccurate
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Metrics:
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# RCAs /month
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# SRs returned to CSC from BT approval flow
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% variance of actual to estimated hrs / costs per SR
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Number of service requests completed over a given time period (e.g. week / month)
