IT Capacity and Demand Manager

Job Purpose:

The job reports to the Group Head of Enterprise Architecture and Governance

The Capacity Manager is responsible for ensuring that services and infrastructure are able to deliver the agreed capacity and performance targets in a cost effective and timely manner. He/she considers all resources required to deliver the service, and plans for short-, medium- and long-term business requirements. The capacity manager evaluates the capacity of the Equity Group’s technology platforms, monitors the capacity of the Group’s technology platforms and develops capacity plans that meets the evolving requirements of the business. The Capacity Manager is responsible for the overall capacity management process and is responsible for leading analyst / officers within the capacity management unit.

Job Responsibilities/ Accountabilities include:

• Perform analysis on the current and future business demands and translate that into capacity and performance requirements for services and IT infrastructure, and to ensure that future capacity and performance needs can be fulfilled.
• Manage service capacity by controlling and predicting the performance and capacity of operational IT services. This includes initiating proactive and reactive action to ensure that the performances and capacities of services meet their agreed targets.
• Support Component Capacity Management by controlling and predicting the performance, utilization and capacity of IT resources and individual IT components.
• Review demand for services (ref IT service catalogue) and resources and calculate the capacities needed.
• Analyse performance data for IT Services, Applications, and IT Resources (CPU, Memory, Storage, Bandwidth, Licences), including measures for response times, elapsed times and throughput ratios for selected pre-defined measurement periods and intervals.
• Perform analysis on the service and resource utilization within pre-set periods and prepare utilization reports for IT services and other IT pool resources.
• Assess IT service performance against utilization and performance thresholds and identify capacity resource limitations where applicable.
• Act as an integrator; bringing together stakeholders across various IT and business units to gather and understand capacity requirements for the Group’s technology
• Produce a capacity management plan that includes the following:
• Management summary, business scenarios, service summary, resource summary, options for improvement, cost model, and recommendations.
• Forecast (quarterly and annually) of required capacity resources in association with the planned business scenarios covering new products, services & integrations, upgrades and updates to existing products and services and planned service or product decommissioning
• Technical resource requirements covering CPU, memory, storage, bandwidth, licenses, keys etc. for both on-prem and cloud setups o Staffing and competency training required to complement the technical requirements
•  Takes into consideration the Group’s asset lifecycle management and vulnerability programs that specify IT assets that are reaching end of life and end of support
• As part of the capacity plan, produce tactical and strategic recommendations with sufficient details to allow for informed decision making (i.e. costs, benefits, risks, resources, schedules, priority, implementation approach, etc.)
• Directly support the annual budgeting process for IT by: o Translating the annual and quarterly capacity plans into purchase and/or renewal requirements including the associated costs o Present a schedule for periods when costs will be incurred in line with the planned capacity upgrades
• On a regular basis, calculate cost for additional capacity and quantify benefits and present the same to senior management for consideration and action Oversee the IT asset and service decommission process and ensure the following is observed: o Ensure issuance of decommissioning certificates where applicable o Ensure releases and reallocation of excess capacity to other services and products
• Where excess capacity exists, calculate savings to remove or reallocate; present the same to service level managers and senior management for action. Prepare and present, on a regular, demand and capacity management reports to senior management
• Ensure compliance to IT capacity management policy as well as demand and capacity management requirements as stipulated by ISO 20000
• Oversee the full implementation of the capacity management process and management of leading the staff directly and indirectly support the process
• Actively participate in the deployment and review of policies, procedures, business process, and system implementation to ensure continued improvement.
• Performs any other duty as assigned

STAKEHOLDERS

INTERNAL

• Staff Members
• IT Senior Management
• IT support units – Infrastructure, IT Operations, IT service management, Information Security, etc.
• Subsidiary IT units
• IT and Operational risk
• Internal audit

EXTERNAL

• Consultants and vendors External Auditors Independent Compliance Assessors

Qualifications
Core skills required

• A high degree of professionalism and personal integrity
• Be a team leader and collaborator with good management skills
• Demonstrated ability to work in an agile workplace and effectively balance multiple responsibilities
• Demonstrated leadership brilliance, intellectual curiosity, and operational excellence; ability to apply knowledge of multidisciplinary business principles and practices to achieve successful outcomes with cross-functional teams
• Outstanding organization and planning skills
• Ability to establish solid working relationships with all stakeholders