Service Capacity Planning & Analysis Manager

EMEA Service Capacity Planning & Analysis Manager

POSITION SUMMARY

• The Capacity Planning & Analysis Manager translates business demand, operational data and workforce information into actionable capacity plans that support customer commitments, resource optimisation and business growth. The role combines forecasting, capacity modelling, scenario analysis, workforce planning and stakeholder engagement, partnering with Regional Services, Finance, Sales, Operations, Resource Management and other functions to identify capacity requirements, assess risks and drive practical actions.

RESPONSIBILITIES

• Develop and maintain short-, medium- and long-term capacity plans by translating business forecasts, project pipelines, service requirements and historical performance into resource requirements across countries, locations, skills, products and service types—identifying current and future capacity gaps, surpluses, constraints and risks while establishing appropriate planning assumptions, productivity measures and capacity parameters that reflect relevant country, contractual, regulatory and operational constraints.
• Analyse historical demand to identify trends, seasonality and changes in customer requirements, working with Sales, Projects and Regional Services teams to translate revenue forecasts and growth assumptions into estimated workload and resource requirements—assessing effective capacity by accounting for leave, sickness, training, non-productive activity, contractual hours and other availability factors, and identifying skills gaps and supply risks before they affect customer delivery.
• Build scenario models to evaluate alternative capacity strategies including recruitment, contractor use, overtime, skills development, resource reallocation, geographic deployment and changes to work allocation—quantifying the operational and financial implications of different scenarios and providing leadership with clear insight into risks, trade-offs and recommended actions.
• Build trusted relationships with Regional Services leadership and operational teams, leading regular capacity-planning reviews, presenting analysis, trends, risks and scenarios clearly and commercially, validating assumptions with regional teams, agreeing practical actions, and tracking their impact—developing a strong understanding of the operational context behind the data.
• Develop and maintain analytical tools, dashboards and reports that provide visibility of demand and capacity, improving the quality, consistency and accessibility of planning data, identifying opportunities to automate manual planning and reporting activities, and working with data and systems teams to improve integration across HR, Sales, Projects and Service Management systems.
• Improve planning methodologies, processes and tools—introducing more proactive and predictive approaches to capacity planning, improving demand visibility and forecast confidence, establishing consistent planning standards while accommodating regional and country-specific requirements, and sharing best practice across regions.

QUALIFICATIONS & Experience

• Experience in capacity planning, workforce planning, resource planning, operational planning, business analysis or a related discipline – Essential
• Experience developing forecasts, scenarios and capacity models – Essential
• Strong analytical and problem-solving skills with experience analysing complex datasets and translating findings into business insight – Essential
• Strong Excel, Power BI and data-modelling capability – Essential

• Ability to communicate complex analysis clearly to analytical and non-analytical audiences – Essential
• Stakeholder management, influencing and facilitation skills at a senior level – Essential
• Ability to challenge assumptions constructively using evidence and strong organisational skills – Essential
• Sound commercial and operational awareness – Essential
• Experience in Services, Field Services, Engineering, Operations or a similar environment – Desirable
• Experience with multi-country or geographically distributed workforce planning – Desirable
• Experience with skills-based workforce planning or contractor and permanent workforce capacity modelling – Desirable
• Experience with Power BI, Oracle HCM, Oracle Sales Cloud, Oracle Service or Oracle Cloud EPM – Desirable
• Experience with statistical forecasting, predictive analytics or automating analytical processes – Desirable
• Experience implementing or improving enterprise planning processes – Desirable
• Experience in Continuous Improvement - Desirable

PHYSICAL & ENVIRONMENTAL DEMANDS

• This will be a hybrid role

TIME TRAVEL REQUIRED

• Up to 50%

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