Senior ManagerDirector Technical Support Management

What you get to do in this role

• Utilise your profound knowledge and experience in managing and exceeding Support KPIs and critical Technical Support Metrics including Customer Satisfaction Time to Relief/Resolution (TTRf/TTR) reducing backlogs. increasing efficiency and implementing/upholding change management etc.
• Partner with other regional leaders to define and implement strategies to improve customer experience and grow and develop teams.
• Own and bring to conclusion highimpact customer escalations by working with crossteams.
• Provide quarterly business updates to Senior Leadership.
• Drive case management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences.
• Manage major operations outages and communications to customers.
• Evaluate current processes technology and organizational skills and drive improvements that will enhance customer and employee experience.
• Lead by example to cultivate and maintain a culture built on teamwork collaboration and customer focus.
• Manage to the companys and departments vision goals mission and values.
• Participate in weekend and holiday oncall rotation as required.

Qualifications :

To be successful in this role you have

• 1015 years technical support and service management experience with a minimum of 57 years in a people management role is required. Handson experience of managing managers leading multiple teams.
• Experience managing enterprise support in a large and complex environment with webbased services and technologies.
• Proven capability of having successfully delivered on support metrics and managing a support team.
• Customerfirst mindset and a positive get it done attitude are critical success factors for this role.
• Demonstrated ability to provide exceptional internal and external customer care.
• Proven ability to create and implement programs to drive efficient innovative operations and contain expenses.
• Aptitude with reporting and analytics tools including Tableau and Excel is essential.
• Ability to lead change by effectively building commitment and winning support for initiatives.
• Experience in being a trustworthy leader with a reputation for fairness dependability and adherence to high ethical standards.
• Strong technical strategic analytical and problemsolving skills
• Excellent communication and presentation skills both oral and written.

Why ServiceNow

ServiceNows DNA is built in purpose and values. We offer a culture of belonging inclusivity collaboration and customer focus. 

Worklife balance and wellbeing are our topmost priorities.

We offer flexible work arrangements. 

We provide competitive compensation generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong in aptitude and attitude can grow their careers through working with some of the most advanced technologies and talented professionals in the business.

Not sure if you meet every qualification We still encourage you to apply! We value inclusivity welcoming candidates from diverse backgrounds including nontraditional paths. Unique experiences enrich our team and the willingness to dream big makes you an exceptional candidate!

Remote Work :

No

Employment Type :

Fulltime