Healthcare Demand Manager Consultant

posted on November 30, 2017

Job Description

Location: Durham, NC

Duration: 12 Months

Job Description:

  • Responsible for gathering and consolidating the future demand for all in scope services with a finger on the pulse of current and future business requirements.
  • Define, lead, and manage the following processes with a focus on continual improvement: forecast & demand management, procurement process, and the service/work request process.
  • With an enterprise view, lead the development of reporting for leadership on consolidated demand for initiated and Service Provider initiated needs.
  • Forecasting and Demand process:
  • Implementation of an efficient, effective enterprise-wide demand to service delivery model with the Service Provider/s and business users
  • Maintain a holistic view of work intake, available resources, and Service Provider’s ability to meet demand
  • Oversee the strategic, enterprise view of business demand and IT’s ability to supply (including via Service Providers)
  • Coordinate prioritization and governance issues relating to business unit demand – to avoid duplication and ensure consistency of direction and approach
  • Work with varied business units to understand demand, variances, unplanned needs and help with articulation and definition of requirements as required
  • Understand and work effectively within the constraints (more demand than ability to meet, IT budgets, contractual terms – money, time, skills) so that finite resources are appropriately allocated.
  • Focus on customer satisfaction in connection with ordering services

Service Request process:

  • Implement and manage the Service Request process, including the Service Catalogue, authorized users, approval levels and the interface to the Service Provider
  • Support authorized users in effectively using the Service Request process (tool & workflow)
  • Coordinate the management and needed updates of the Service Catalogue in line with new requirements, new technologies, new standards, and outsourcing contract changes
  • Manage a reporting system around service request aging and backlog, statistics on ADM, Network, HW & SW requests, flexible ad hoc reports etc.
  • Manage and analyze the ticket backlog and initiate actions to reduce the overall backlog as well the average Service Request turnaround time.
  • Facilitate meetings with IT Sourcing Governance and Operating Council and applicable stakeholders to gather information on upcoming business changes and support requirements
  • Facilitate meetings with and solicit input from Enterprise Program Management and Service Provider to understand impacts of in-flight projects and status
  • Provide expertise and insight on the development of trend and capacity plan with Vendor Performance Management and Service Provider
  • Identify components affected by tax and regulation
  • Develop and maintain a rolling 12 month forecast and demand plan with assistance from Enterprise Program Management and Service Provider

Business Demand Consolidation efforts:

  • Coordinate the collection of data from Service Provider on current utilization and performance
  • Implement and manage the Forecast & Demand process
  • Support the business by collecting forecast data
  • Implement and manage the related interface to the Service Provider(s)
  • Manage and review forecasts related to the Service Provider reporting

Hiring Requirements

  • Bachelor’s degree and at least 5 years direct experience in one or more of the following areas: Demand management, Vendor performance/service delivery management, IT related project or program management and/or Quality management
  • If no degree, 7 years of experience as listed above is required.
  • Direct experience with Service Request, Forecast & Demand Management and Procurement processes is necessary.
  • Direct project management experience with larger and/or more complex projects.
  • Solid experience successfully utilizing consultative, negotiation and influencing skills.

Hiring Preferences

  • IT specific experience is strongly preferred.
  • Education focused on supply chain, information technology, procurement, or business management is preferred.
  • Knowledge of the corporate business environment, service requirements and culture preferred.
  • Solid coaching/mentoring skills to support and provide assistance to Demand Consultants.
  • Demonstrated ability to assess customer/client needs, creatively approach solutions, decide, and influence appropriate courses of action
  • Technical expertise needed to understand complex customer/client technical challenges and issues.
  • Problem determination (experience in root cause analysis) and problem resolution skills
  • Ability to analyze information, assess needs and design/implement process improvements to positively impact results.
  • Ability to accomplish results through others, particularly by establishing relationships, effective controls, and monitoring processes
  • Exceptional collaboration, relationship building and partnering skills
  • Excellent verbal and written communication skills with the ability to articulate complex ideas in easy to understand business terms to senior leaders
  • Strong process skills; an understanding of process costs, ability to work with Service Provider to ensure effective operations and agreed upon service levels
  • Knowledge of contract terms relating to demand management and procurement of services
  • Strong analytical abilities with proven skills in MS Office.


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