Regional Leader Technical Support Management

This role reports to the Senior Director Global Employee Customer Management Leader.

The successful candidate will be responsible for daytoday operations of a wellestablished regional SME team within our Global Customer Support organization.

This includes providing inperson leadership to managers technical support engineers interfacing with Development on customer impacting enhancements and fixes recruiting and development of support staff and meeting or exceeding SME team key performance indicators.

The successful candidate will also have responsibility for leading efforts in developing and implementing world class technical support services knowledge base content best practices and methodologies to deliver unsurpassed service and support.

Responsibilities

• Listen and drive the best possible internal employee experience and to recruit and retain the best technical talent possible
• Partner with local leadership both within and outside the support organization to provide an exceptional Customer and case support experience including realtime phone and web channels
• Develop and effectively drive local initiatives to help meet our Global Customer Support objectives as measured through key results including Customer Satisfaction Time to Relief/Resolution (TTRf/TTR) aging backlog NPS engineer productivity and to keep customers informed through the case relief process Responsible for People Management including managing multiple managers hiring improving productivity promoting employee morale allocating and utilizing resources efficiently motivating teams and managing attrition and training.
• Participate in and provide oversight to Change Management as it relates to Customer and Technical Support.
• Own and bring to conclusion customer escalations by working with crossteams in Support Development and Operations teams
• Drive daily case management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences.
• Represent the Platform Product and ServiceNow effectively with internal and external customers.
• Understanding the ServiceNow platform and its components
• Manage major operations outages and communications to the customers. Participate in weekend and holiday oncall rotation as required.
• Evaluate current processes technology and organizational skills to identify areas of improvement and opportunities for advancement.
• Lead by example to cultivate and maintain a culture built on teamwork collaboration and customer focus.
• Manage the companys and departments vision goals mission and values. 

Qualifications :

Professional Experience

• Minimum of 8 years technical support and service management experience with a minimum of 5 years in a people management role is required.
• SAAS experience supporting mission critical applications with near zero downtime
• 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 including managers.
• Customerfirst mindset and a positive get it done attitude are critical success factors for this role. 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 problemsolvingskills. Excellent communication and presentation skills both oral and written.

Work Environment

We are a dynamic and rapidly growing cloud software company with a strong sense of dedication to our customers.

This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business.

We provide competitive compensation generous benefits and a professional atmosphere

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!

Additional Information :

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by law. In addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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