Demand Program Manager

Summary

Join NewRocket, a leading ServiceNow partner, as a Manager, Demand Program Management! You will oversee and manage a team, ensuring adherence to customer SLAs and high-quality service delivery. This client-facing role requires strong leadership, coaching, and problem-solving skills. You will be responsible for resource management, financial performance, and continuous improvement within the Managed Services Delivery group. The ideal candidate possesses extensive experience in platform services, IT consulting, and people management, along with strong ServiceNow expertise. NewRocket offers a supportive and inclusive work environment.

Requirements

• Possess 8+ years of progressive experience related to Platform Services and/or IT Consulting
• Have 3+ years of people management experience
• Have 3+ years of experience working with ServiceNow
• Possess strong coaching and mentoring skills with the ability to motivate team members to their career potential
• Be able to provide constructive and timely feedback
• Be able to provide daily guidance and direction to designated Mission Crew to attain client success
• Possess strong written and verbal communication skills with the ability to communicate with all levels in the organization including executives
• Possess strong problem-solving skills, the ability to simplify complex situations
• Have a strong understanding of P&L best practices
• Have a strong understanding of project methodologies, project management and process documentation/optimizations tools
• Possess strong attention to detail
• Have a broad understanding of the ServiceNow domain areas
• Be a relationship builder
• Be comfortable working in a matrixed organization
• Have a Bachelor's degree in Business Management or related field and/or equivalent work experience

Responsibilities

• Manage a group of core team members (Mission Crew) within Managed Services Delivery
• Serve as the first point of contact for customer escalations
• Manage the overall production capacity of the Mission Crew
• Maintain a contribution margin of 65% within a Mission Crew
• Handle resource forecasting and reporting on forecast vs. actuals
• Ensure adherence to customer SLAs for incident/problem support and enhancements
• Ensure adherence to quality standards including internal Change Advisory Board (CAB) process
• Contribute to the creation of the Global Managed Services KPIs/KSMs/OKR’s
• Ensure Global Managed Services KPIs/KSMs/OKR’s are achieved
• Participate in Leadership meetings and strategy sessions, as required
• Drive continuous improvement of the team’s effective and efficient delivery
• Attain high customer satisfaction scores
• Enhance Managed Services Delivery model (ie triage, Incident Management, Change Management, QA) and workflows
• Provide coaching and mentoring and cross-training opportunities for team members
• Be responsible for the overall performance and growth of direct reports
• Contribute to a high eNPS
• Be overall accountable for delivering the Managed Services Offering, managing the Program as per subscription (activities include financial management & resource planning)

Preferred Qualifications

Possess ServiceNow Certifications