IT Capacity Manager

About the Role

We are seeking a strategic and analytical IT Capacity Manager to develop and sustain a comprehensive, integrated perspective of IT capacity across workforce, infrastructure, software licenses, cloud services, and Managed Services. This pivotal role is designed to ensure that all current and future capacity requirements are thoroughly assessed and understood prior to committing to new technology initiatives. By integrating capacity baselining, forecasting, demand validation, and optimization, the successful candidate will proactively identify constraints, enabling data-driven prioritization, sourcing, and investment decisions. This position requires close collaboration with Business and Internal IT Demand Managers, Service Leads, Infrastructure and Application teams, IT Finance, Procurement, HR, and external service providers to align capacity information across the IT organization and deliver clear, actionable management recommendations.

Key Responsibilities

The IT Capacity Manager will be responsible for the following core functions:

• Capacity Baseline:
  • Establish and maintain a consolidated view of total, allocated, committed, and available capacity across workforce, infrastructure, software licenses, cloud services, and Managed Services.
  • Maintain visibility of available IT workforce capacity and critical skills required for effective capacity planning.
  • Define consistent capacity units, data standards, ownership, and update cycles to ensure accuracy and accountability.
  • Consolidate and validate capacity information from relevant teams, systems of record, the Configuration Management Database (CMDB), and external service providers.
• Capacity Forecasting:
  • Translate the business and IT demand pipeline into short-, medium-, and long-term capacity requirements.
  • Develop capacity forecasts and scenarios for projects, transformation programs, technology roadmaps, and ongoing operations.
  • Incorporate utilization trends, infrastructure thresholds, lead times, lifecycle events, contractual commitments, and critical skill requirements into forecasting models.
  • Provide capacity insights as critical input to budgeting, sourcing, quarterly re-planning, and the annual operating plan.
• Demand Capacity Validation:
  • Perform and document capacity pre-checks for business and internal IT demand ahead of each prioritization cycle.
  • Compare capacity requirements against current availability and forecast commitments to identify potential shortfalls.
  • Assess dependencies, sourcing requirements, and lead-time implications to inform decision-making.
  • Provide viable options to support prioritization and escalate unresolved capacity conflicts to appropriate decision-making forums.
• Capacity Optimization & Performance:
  • Monitor capacity utilization, forecast accuracy, data quality, and capacity constraints on an ongoing basis.
  • Coordinate regular capacity reviews with Service Leads, capacity owners, and Managed Service Providers to ensure alignment and accountability.
  • Collaborate with IT Asset Management to incorporate software license entitlements, consumption patterns, and compliance risks into capacity planning.
  • Recommend and coordinate actions such as reallocation, scaling, sourcing, consolidation, or decommissioning of capacity to optimize efficiency and reduce waste.
  • Produce insightful capacity dashboards and deliver decision-oriented management recommendations to senior leadership.
  • Lead quarterly capacity re-planning initiatives, including backlog review and adjustment of capacity allocations to reflect evolving business needs.

Requirements

Functional Expertise

• Minimum of 5 years of hands-on experience in IT capacity planning, technology operations, infrastructure governance, IT asset management, or resource planning.
• Proven expertise in capacity baselining, forecasting, utilization analysis, and scenario modeling.
• Demonstrated experience in at least one capacity domain, such as workforce, infrastructure, software licenses, cloud services, or Managed Services.
• Strong background in software license entitlement or compliance management, preferably covering major enterprise technology vendors.
• Exceptional ability to consolidate complex information across multiple capacity domains and translate findings into clear, strategic management recommendations.

Tools & Methods

• Experience with ServiceNow ITAM, SPM, or comparable asset and planning solutions is highly preferred.
• Familiarity with CMDB data and infrastructure monitoring, resource planning, or vendor reporting solutions.
• Advanced proficiency in Microsoft Excel and data analysis techniques.
• Experience with Power BI or similar reporting tools is considered advantageous.
• Solid understanding of ITIL capacity and performance management principles.