Job highlights

- This position will require to work UK shift hour
- bachelors or masters 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 .
- Experience in sales operations is highly desirable .
- 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 solid 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

You ve got what it takes if you have

- bachelors or masters 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

📌 Principal Program Manager (Pune)
🏢 Cornerstone India
📍 Pune