Demand Process Manager, Strategic Value Office

Location:

Yonkers, New York

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, it orchestrates the end-to-end demand process from intake to approval, ensuring consistent execution throughout the established governance workflow.

• 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 Service Now SPM, in partnership with platform and technical teams.
• Ensure Service Now workflows effectively support intake governance, approvals, screening readiness, and auditability.
• Develop dashboards and reports that provide transparency, accountability, and executive visibility into incoming demand.

• 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 (Service Now).
• 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.

Montefiore Health System, Inc. is an equal employment opportunity employer. Montefiore Health System, Inc. will recruit, hire, train, transfer, promote, lay off and discharge associates in all job classifications without regard to their race, color, religion, creed, national origin, alienage or citizenship status, age, gender, actual or presumed disability, history of disability, sexual orientation, gender identity, gender expression, genetic predisposition or carrier status, pregnancy, military status, marital status, or partnership status, or any other characteristic protected by law.