Manager, Demand Program Management (US or Canada)

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Requirements:

• 8+ years of progressive experience related to Platform Services and/or IT Consulting.
• 3+ years of people management experience.
• 3+ years of experience working with ServiceNow.
• Strong coaching and mentoring skills with ability to motivate team members.
• Ability to provide constructive and timely feedback and daily guidance to team.
• Strong written and verbal communication skills.
• Strong problem-solving and attention to detail.
• Understanding of P&L best practices and project methodologies.
• Broad understanding of the ServiceNow domain.

Responsibilities:

• Manage a group of core team members within Managed Services Delivery.
• Act as the first point of contact for customer escalations.
• Oversee production capacity, resource forecasting, and reporting.
• Ensure adherence to customer SLAs for incident/problem support.
• Contribute to KPIs/KSMs/OKRs and ensure their achievement.
• Participate in Leadership meetings and strategy sessions.
• Drive continuous improvement in service delivery and workflows.
• Coach, mentor, and support the growth of team members.
• Responsible for performance management and enhancing customer satisfaction.