ABOUT WFP

The World Food Programme is the world’s largest humanitarian organization saving lives in emergencies and using food assistance to build a pathway to peace, stability and prosperity for people recovering from conflict, disasters and the impact of extreme weather shocks. At WFP, people are at the heart of everything we do and the vision of the future WFP workforce is one of diverse, committed, skilled, and high performing teams, selected on merit, operating in a healthy and inclusive work environment, living WFP's values (Integrity, Collaboration, Commitment, Humanity, and Inclusion) and working with partners to save and change the lives of those WFP serves. To learn more about WFP, visit our website: and follow us on social media to keep up with our latest news: YouTube, LinkedIn, Instagram, Facebook, Twitter, TikTok.

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WHY JOIN WFP?

WFP is a 2020 Nobel Peace Prize Laureate. WFP offers a highly inclusive, diverse, and multicultural working environment. WFP invests in the personal & professional development of its employees through a range of training, accreditation, coaching, mentorship, and other programs as well as through internal mobility opportunities. A career path in WFP provides an exciting opportunity to work across the various country, regional and global offices around the world, and with passionate colleagues who work tirelessly to ensure that effective humanitarian assistance reaches millions of people across the globe. We offer an attractive compensation package (please refer to the Terms and Conditions section of this vacancy announcement).

JOB TITLE

ITSM Demand Manager

TYPE OF CONTRACT

Regular Consultant Level 1

UNIT/DIVISION

Technology Division,



TECM Foundational Technology Services

DUTY STATION

Remote (Rome-based working hours)

DURATION

11 months

BACKGROUND AND PURPOSE OF THE ASSIGNMENT

Reporting directly to the Global Service Management Tool (GSMT) Lead and under the general supervision and guidance of the Chief of Technology Foundational Services and the Head of IT Support Services, the Demand manager is responsible for aligning business needs with IT delivery by managing the intake, evaluation, and prioritization of demands.

ACCOUNTABILITIES / RESPONSIBILITIES

- Manage and coordinate demand intake related to ServiceNow ITSM, including new features, improvements, and service requests.
- Contribute to the development and maintenance of the ServiceNow product roadmap, including UX and backend system enhancements.
- Evaluate, consolidate, and prioritize functional requirements and business demands in alignment with strategic priorities, the product roadmap, and resource capacity.
- Ensure proper tracking and governance of product demand within ServiceNow ITSM, maintaining visibility of the demand pipeline and supporting prioritization processes.
- Create and manage product backlogs in line with Scrum best practices, ensuring clear requirements and alignment between business needs and technical implementation.




- Maintain strong engagement with customers and TEC stakeholders by acting as a bridge between support teams, business partners, and product teams.
- Coordinate activities related to product adoption such as communication, user guidance, and engagement initiatives, included through the organization of steering committees.
- Identify opportunities and recommend improvements to products and related services by analyzing service performance, usage data, and operational metrics.
- Provide reports and analytical insights to management to support decision-making and product improvements.
- Evaluate customer satisfaction through continuous feedback and incorporate insights into product enhancements.
- Foster collaboration across teams to promote service adoption and continuous improvement.
- Develop training frameworks for products in the portfolio.
- Produce communication materials aligned with TEC’s communication strategy to support product adoption and awareness.
- Contribute to Knowledge Management initiatives and support the TEC KM action plan within the branch and division.
- Promote Organizational Change Management practices across the organization to support the successful adoption of product changes and new capabilities.
- Support and coordinate activities during the Business-As-Usual phase of the product lifecycle.
- Coordinate Product Management activities for the Global Service Management Tools EasyVista & ITSM, ensuring alignment with organizational objectives and TEC strategy.
- Support the EasyVista team’s activities while promoting the Product Management strategy and contributing to its continuous evolution and maturity.

QUALIFICATIONS & EXPERIENCE REQUIRED

Education: University Degree in Computer Science, Business

📌 ITSM Demand Manager (Campo di Ne)
🏢 Wfp - World Food Programme
📍 Campo di Ne