.**Role and Responsibilities**- Develop Service wide demand management tools and processes that enable smooth running of our Conferencing and Virtual Meeting business services"- Ensure all demand requests via relevant channels are maintained and monitored so that all customer requests are handled within appropriate SLA and allocated across the team based on availability- Working with key suppliers ensure all project demand is recorded and tracked and work to implement appropriate dashboard for live, pending and postponed projects to enable forecasting for the year- Provide reporting on key areas within service to proactively identify and forecast peaks in demand so that they can be managed accordingly. Recommend renewal scope for license consumption based upon business usage and requirement- Ensure all metrics and service data is delivered on time to appropriate channels- Liaison with colleagues across ETS for progress against agreed project deliverables such as Best Practice, Training and Communications- Document SOPs and knowledge sharing material for use across Conferencing teams- Work on internal communications to build profile of team across internal channels such as Nucleus and Workplace**Service, Demand and Supplier Management**- Represent customer experience across Conferencing services- Drive the adoption of Conferencing technologies across region and support simplification of demand, design and deployment of services- Manage key local suppliers and their services to ensure quality, value for money and consistency- Ensure close partnership with global Service Managers, operational Leads and technical teams to aid prioritization, service improvement and lifecycle of services- Represent Conferencing & wider services at a senior level for escalations into appropriate global Service Manager- Consolidate global data and reporting requirements across services to identify opportunities for delivery by Operations and Service- Build consistency of services within region; developing regional demand forecasts for team & service development with ongoing alignment with colleagues in service, technical and operational roles.- Manage internal stakeholder requirements and where needed challenge thinking around adoption of new, emerging technology and importance of global architecture, engineering standards- Ensure global demand process adhered to for all new and in-service improvement requests**Stakeholder & Communications**- Communicate roadmap and development for aligned Conferencing services and co-ordinate engagement across sites in partnership with multiple IT & business teams- Take ownership of services in major incidents to ensure coordination across parties, effective communications and stakeholder management- Build regional network with business (non-IT) colleagues, key suppliers and local site contacts