DEMAND PROCESS MANAGER, STRATEGIC VALUE OFFICE

Montefiore Health System•Plaza, ND

8d•$142,140 - $177,675•Onsite

About The Position

Montefiore's IT organization seeks a Demand Process Manager. This critical role is responsible for evaluating, triaging, and overseeing all incoming demand requests submitted to IT across multiple intake sources. As the initial evaluation and triage point, this role orchestrates the end-to-end demand process from intake to approval, ensuring consistent execution throughout the established governance workflow. Reporting to the Value Delivery Office, this role ensures demands are captured with clear business context and brought to a decision-ready state to support screening, prioritization, and executive governance reviews. The Demand Process Manager drives process adoption, facilitates demand review forums with executives, captures stakeholder feedback, and identifies opportunities to improve intake quality and governance.

Requirements

5+ years of experience in IT demand management, portfolio governance, or project management
Experience using metrics (KPI, OKR, ROI) to measure progress and results
Expertise in demand intake, triage, and governance workflow oversight
Excellent analytical, organizational, facilitation, and communication skills.
Proven experience working with cross-functional stakeholders, business, and technology teams
Understanding of enterprise architecture, strategic planning, and capacity management
Proficient with demand management tools (ServiceNow)
Ability to influence and collaborate across all levels of the organization
Experience in process improvement, process mapping and workflow design
Data-informed decision-making
Experience working with Agile/Waterfall/Hybrid project methodologies
Bachelor’s degree or equivalent experience.

Responsibilities

Serve as the initial evaluation and triage point for all demand requests submitted to IT.
Orchestrate the end-to-end demand process from intake to approval, ensuring consistent execution throughout the established workflow.
Ensure requests clearly articulate business proposition, urgency, priority, expected outcomes, and required approvals.
Understand and clearly articulate incoming demand requests, including business proposition, value, urgency, and priority, in triage and review forums.
Plan and facilitate demand review meetings across multiple governance levels, including operational triage and executive screening and prioritization forums.
Develop and maintain demand process workflows, job aids, and training materials to support consistent adoption and role clarity across stakeholders.
Capture and document feedback from business and IT stakeholders to propose process and workflow enhancements.
Conduct role-based training, onboarding, and periodic refresh sessions to ensure stakeholders consistently follow the process.
Monitor process performance, adherence, and adoption through defined metrics and KPIs.
Drive collaboration with enterprise partners such as Supply Chain, Finance, and the Transformation Office to strengthen upstream and downstream process alignment.
Proactively identify points of friction, workflow bottlenecks, and performance gaps impacting demand intake, and bring recommended solutions to governance and leadership for review and action.
Define and maintain demand-related use cases and workflow requirements within ServiceNow SPM, in partnership with platform and technical teams.
Ensure ServiceNow workflows effectively support intake governance, approvals, screening readiness, and auditability.
Develop dashboards and reports that provide transparency, accountability, and executive visibility into incoming demand.