IT Demand Manager

We are looking for an IT demand manager to establish and manage a structured pipeline for demand originating within the IT organization.

The role covers technology-driven demand, including infrastructure upgrades, architecture initiatives, technical debt remediation, operational improvements, platform and tooling requirements, software licenses, cloud services, and managed services. Business-initiated demand is managed separately by the existing business demand manager.

You will manage internal IT demand from intake through assessment, prioritization, and approval, ensuring that technology requirements are clearly defined, appropriately assessed, and aligned with strategic priorities, budgets, and available capacity.

Working closely with IT strategy and architecture, service leads, IT finance, the business demand manager, the capacity manager, and external service providers, you will help establish a transparent and disciplined approach to IT portfolio planning and decision-making.

Key responsibilities:

Demand intake & qualification:

Capture and classify all internally initiated IT demand in a central demand pipeline

Validate the scope, ownership, expected outcomes, and completeness of each demand

Guide demand owners in preparing the information and justification required for assessment

Identify duplicate, overlapping, or interdependent requirements at an early stage

Demand assessment:

Assess qualified demand against strategic alignment, operational value, regulatory relevance, risk, cost, benefits, dependencies, and urgency

Coordinate the preparation and review of investment cases for significant technology requirements

Consolidate input from architecture, finance, security, risk, procurement, service leads, and the capacity manager

Determine whether demands are sufficiently mature to proceed to prioritization and decision-making

Prioritization & portfolio planning:

Apply consistent scoring and prioritization criteria across the internal IT demand portfolio

Prepare recommendations and decision materials for IT prioritization forums

Align internal IT demand with business demand, technology roadmaps, budgets, available capacity, and delivery plans

Facilitate prioritization discussions and maintain a transparent record of approvals, rejections, deferrals, and changes in priority

Support periodic portfolio reviews and re-prioritization based on changing requirements and constraints

Demand performance & improvement:

Maintain end-to-end visibility of demand status from intake through implementation handover

Track demand volumes, backlog, cycle times, intake quality, and decision status

Produce regular dashboards and management reporting on the internal IT demand portfolio

Identify process bottlenecks and continuously improve demand management standards, workflows, tools, and reporting

Requirements

Functional expertise:

5+ years of experience establishing or operating IT demand management, portfolio management, technology planning, or comparable governance processes

Strong understanding of demand qualification, assessment, prioritization, and portfolio planning

Experience evaluating technology investments, investment cases, costs, benefits, risks, and dependencies

Broad understanding of applications, infrastructure, architecture, cloud services, and managed services operating models

Tools & methods:

Experience with ServiceNow Demand Management, ServiceNow SPM, or a comparable portfolio management tool is preferred

Advanced Excel and PowerPoint skills

Experience with Power BI or comparable reporting tools is an advantage

Familiarity with prioritization methods such as WSJF and relevant frameworks such as ITIL, COBIT, or SAFe is preferred

Stakeholder & ways of working:

Ability to manage multiple priorities and coordinate input from different stakeholders

Ability to challenge demand constructively and build alignment across different IT functions

Structured, analytical, and outcome-oriented approach

Ability to communicate effectively with technical and non-technical stakeholders

High level of ownership, independence, and accountability

Domain / context:

Experience in banking, financial services, or another regulated environment is preferred

Experience in a complex multi-vendor or managed services environment is an advantage

Qualifications & additional requirements:

Bachelor’s or master’s degree in information systems, computer science, engineering, business administration, or a related field

Fluent in Arabic and English

Ability to work in a complex, fast-paced, and transformation-driven environment