IT Demand and Communications Lead

RS Group•Radnor, PA

2d•Hybrid

About The Position

The IT Demand Manager & Communications Lead serves as the critical bridge between the business and IT function. This dual-focus role combines structured governance of all incoming IT demand with ownership of IT communications — ensuring that the right work is prioritised and delivered, and that stakeholders across the organisation are informed, engaged, and confident in IT's direction and value.

Requirements

Bachelor’s degree in computer science, Information Systems, or a related field.
Proven experience in an IT demand management, IT governance, or IT portfolio coordination role within a medium to large organization.
Experience working with Procurement or Manufacturing processes, systems (ERP) and eCommerce applications.
Strong written communication skills with demonstrable experience producing IT communications, executive briefings, or stakeholder-facing content.
Excellent stakeholder management skills — comfortable engaging at all levels from operational teams to C-suite.
Strong analytical and organisational skills with the ability to manage complex, competing priorities across multiple workstreams.
Experience facilitating governance meetings, prioritisation forums, or steering committees.
Commercial awareness — able to evaluate IT investments in the context of business value, cost, and risk.
Proficiency with IT service management and portfolio tooling (e.g. ServiceNow, Jira, Clarity, or equivalent).

Nice To Haves

A master's degree or an MBA is preferred.
ITIL Foundation certification or above.
Exposure to project management methodologies (Prince2, Agile, SAFe).
Background in or strong understanding of infrastructure, cybersecurity, or enterprise technology environments.
Experience working within formal IT governance frameworks (e.g. COBIT).
Familiarity with change management principles and communications best practice.
Confident communicator — able to distil complex information into clear, engaging messages for diverse audiences.
Diplomatic and constructive when managing competing stakeholder priorities or delivering difficult messages.
Highly organized with strong attention to detail and the ability to manage multiple concurrent workstreams.
Proactive and self-directed — able to identify problems and drive improvements without waiting to be asked.
Collaborative — builds trust and works effectively across organisational boundaries.
Data-driven — uses evidence and metrics to inform decisions and demonstrate value.

Responsibilities

Own and operate the end-to-end IT demand management process, from initial intake through to approval, scheduling, and handover to delivery teams.
Maintain a single, consolidated view of all IT demand across projects, changes, enhancements, and operational requests.
Work with business stakeholders to shape and document requests into structured business cases, defining expected value, cost, risk, and strategic alignment.
Facilitate prioritization forums and governance boards, enabling senior stakeholders to make informed, objective decisions about IT investment.
Manage capacity planning in collaboration with IT leadership — matching incoming demand against available resource and flagging conflicts or shortfalls proactively.
Track demand pipeline health and provide regular reporting on volume, status, cycle times, and delivery throughput.
Identify and manage dependencies between workstreams, escalating conflicts or risks to IT leadership where appropriate.
Continuously improve demand management processes, tooling, and governance frameworks based on feedback and data.
Develop and own the IT communications strategy, ensuring consistent, timely, and audience-appropriate messaging across all channels.
Produce regular IT communications including newsletters, service updates, project announcements, planned maintenance notifications, and leadership briefings.
Translate complex technical topics into clear, accessible language for non-technical business audiences — from operational teams to board level.
Manage communications during incidents and major changes, ensuring affected stakeholders receive accurate and timely updates throughout.
Partner with HR, Internal Communications, and the wider business to align IT messaging with broader organizational communications.
Develop and maintain IT intranet content, knowledge base articles, and self-service resources to improve business digital literacy and reduce avoidable IT contacts.
Gather stakeholder feedback on IT services and communications effectiveness, using insights to continuously improve engagement.
Support IT leadership with presentation materials, board papers, and business cases, ensuring clear narrative and professional quality.
Build and maintain strong relationships with business unit leaders, acting as a trusted point of contact for IT demand and communications.
Run regular demand review sessions with key stakeholders to review pipeline status, set expectations, and surface emerging needs.
Act as an advocate for the business within IT — ensuring delivery teams understand the context and importance of the work they are doing.
Support change management activity by ensuring communications around new systems and IT changes are well planned and effectively delivered.