Principal Program Manager

Position Overview:

We are seeking a highly analytical and results-driven Principal Program Manager for our Level 1 Sales Service Desk, based in India. The ideal candidate will be a metrics and numbers enthusiast, possessing a unique blend of data science expertise and lean methodology qualifications. Your primary responsibility will be to manage and optimize the ServiceNow queues, ensuring efficient and effective service delivery. The position is based out of Pune (India) Office.

In this role you will...

• Develop and implement strategies to enhance the performance of the L1 Sales Service Desk
• Manage ServiceNow queues with precision, ensuring timely resolution of issues and queries
• Conduct in-depth data analysis to drive continuous improvement and decision-making
• Design, monitor, and report on key metrics to track progress and identify trends
• Prepare and present data-driven reports at the executive level, demonstrating a strong proficiency in PowerPoint and other presentation tools
• Collaborate with cross-functional teams to align service desk operations with overall business objectives
• Implement and adhere to lean methodology principles to streamline processes and increase efficiency
• Stay abreast of industry trends and advancements in data analytics and service desk management
• Have the flexibility to support a global program, specifically at quarter-end

• Bachelor's or Master's degree in Data Science, Business Analytics, Information Technology, or a related field
• Proven experience in managing service desk operations, particularly with ServiceNow
• Strong analytical skills with a passion for data-driven decision-making
• Expertise in lean methodology and process optimization
• Exceptional PowerPoint and presentation skills, with the ability to communicate complex data insights effectively to executive-level stakeholders
• Proficiency in designing, monitoring, and reporting on business metrics and KPIs
• Excellent organizational and leadership skills, with a detail-oriented mindset
• Fluent in English, both written and verbal
• Experience in sales operations is highly desirable
• This position will require to work UK shift hour.