Manager, Demand Program Management (US or Canada)

Our Mission

NewRocket, a global, full-service Elite ServiceNow partner, helps top enterprise leaders solve their toughest business problems and navigate change with confidence. Our mission it to go beyond, creating meaningful experiences for our employees and customers. Our vision is to be the go-to ServiceNow Guide, creating extraordinary results, with ServiceNow.

NewRocket has been awarded the "2024 BEST Award", "2024 ServiceNow Customer & Industry Workflows Delivery Success Partner (CIWF)", "2023 ServiceNow Worldwide Customer Workflow Partner of the Year" and "2023 ServiceNow Creator Workflow Partner of the Year". We are #GoingBeyond

Come join our Crew!

Our Approach to Work

At NewRocket, people are not just the backbone; they're the heartbeat. We champion diversity, celebrate creativity, and embrace the uniqueness each person brings to the table. Here, it's not just about a job; it's about fostering a healthy work-life balance, creating a culture that thrives on collaboration and innovation, and supporting professional growth for individuals and teams. We believe in creating meaningful experiences, not just for our clients but for every member of our crew. Your voice matters, your growth matters, and you matter. Join us for a journey where your uniqueness is not only recognized but celebrated, and together, let's create something extraordinary!

Your Career

We are seeking a Manager, Demand Program Management to be accountable for the oversight and management of a complement of technical and non-technical roles within a Mission Crew. The Manager will be a leader within our Managed Services business, and is responsible for overseeing adherence to customer SLAs for incident/problem support and enhancements in the Managed Services Delivery group. This client facing role is integral to the ongoing development, coaching and exemplification of our ExCITE values across all team members to create enduring success/relationships with all Customers, each other, and our internal/external partners

Your Impact

• Responsible for managing a group of core team members (Mission Crew) within Managed Services Delivery
• First point of contact for customer escalations
• Responsible for managing the overall production capacity of the Mission Crew
• Responsible for maintaining a contribution margin of 65% within a Mission Crew
• Responsible for 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
• Responsible for the overall performance and growth of direct reports
• Contribute to a high a eNPS
• Overall accountable for delivering the Managed Services Offering, managing the Program as per subscription (activities include financial management & resource planning)

Your Experience

• 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 to their career potential.
• Ability to provide constructive and timely feedback
• Provide daily guidance and direction to designated Mission Crew to attain client success
• Strong written and verbal communication skills with ability to communicate with all levels in the organization including executives.
• Strong problem-solving skills, ability to simplify complex situations
• Strong understanding of P&L best practices
• Strong understanding of project methodologies, project management and process documentation/optimizations tools
• Strong attention to detail.
• Broad understanding of the Service Now domain areas.
• Relationship builder
• Comfortable working in a matrixed organization

Education & Certification Requirements:

• Bachelor's degree in Business Management or related field and/or equivalent work experience
• ServiceNow Certifications preferred

We Take Care of Our People

NewRocket is committed to a diverse and inclusive workplace.  We value and celebrate diversity, believing that every employee matters and should be respected and heard.   We are proud to be an equal opportunity workplace and affirmative action employer, committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin, or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, citizenship, military, or Veteran status For individuals with disabilities who would like to request an accommodation, please contact [email protected]. To learn more, visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf