Specialist Demand and Capability

Position Title: Demand & Capacity Coordinator – GFS

Location: Mohali

Description:

We are looking for a highly motivated Demand & Capacity Coordinator to join our Field Services team. In this role, you will work closely with Sales to understand the business pipeline, enabling GFSM to operate on a forecast-based model. You’ll coordinate with cross-functional teams via e-mail and phone, ensuring the delivery of quality IT services to internal and external clients. This full-time role requires strong planning, multitasking, and leadership skills to ensure timely delivery of tasks. You will report to the Demand & Capacity Manager and the Demand and Capacity Team Lead.

Responsibilities

• Collaborate closely with Sales/GCAM to understand the current and future business pipeline.
• Develop and implement strategies to support Pre-Sales Solutioning by aligning capabilities and working on enhancement for future deals.
• Continuously refine and update the Go-to-Market strategy, including creating marketing materials for the Field Services unit.
• Liaise weekly with Sales representatives to equip them with up-to-date capabilities to facilitate better sales.
• Post-sales involvement in the transition team alongside the Global Field Services Manager, ensuring delivery as per the Pre-Sales solution.
• Partner with the Service Delivery Head to understand upcoming scope adjustments or backfill requirements.
• Ensure comprehensive Capacity Planning to meet service level requirements, advising senior management on matching capacity with demand, and optimizing the use of existing capacity.
• Maintain daily/weekly communication with the RFS Manager for resource forecasting, skill evaluation, coverage planning, and cost centre evaluation.
• Resolve escalations related to resource issues in collaboration with the GFS Manager.
• Develop and maintain KPIs in collaboration with the RFS Manager, such as deal conversion ratios and cost-to-skill ratios.
• Create and present weekly/fortnightly reports to senior leadership, tracking progress, performance metrics, and ongoing initiatives.

Qualities and Skills required Essential

• Proven ability to undertake the above responsibilities effectively.
• Strong interpersonal and communication skills (both written and verbal).
• Excellent problem-solving, analytical, and data management skills.
• A passion for driving structure and process improvements.
• Customer-facing expertise, ensuring a high standard of service delivery.
• Ability to work under pressure and meet deadlines.
• Strong leadership and mentoring skills, with a willingness to support junior staff.
• High flexibility, including availability for shift work and after-hours as needed.
• Proven experience in handling sensitive and confidential information.
• Self-motivated, proactive, and able to take responsibility for tasks.
• Multilingual abilities are preferred.

Qualifications and Experience Required

• IT Service Management (ITSM) certification (advantageous).
• Advanced MS Excel skills (2-5 years minimum).
• Experience with Power BI and query building.
• Strong Data Analysis skills and experience.
• Experience or qualifications in Geographical Mapping (an advantage).
• Project Management experience (desirable but not essential).