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Senior Director, Technical Support Management

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

What you get to do in this role:

The Global SME Support Leader is a senior leadership role within the Global Technical Support organization, responsible for leading the Global Service Management team. The Service Management support team's focus lies in providing support for our applications across Technology, Employee, Customer, and Finance workflows.

 

As the primary decision-maker for the Global Service Management team, you will adeptly guide the team through intricate situations offering strategic guidance and direction. You embrace the viewpoint of the broader management team for the entirety of the support delivery organization, ensuring alignment with overarching organizational goals and objectives. Additionally, you will support the team through a transitional phase in 2024 and beyond of restructuring, providing guidance, reassurance, and strategic direction to ensure smooth employee and customer experience.

 

In your role leading the Global Service Management team, your responsibilities encompass a wide range of duties aimed at ensuring the delivery of exceptional support to customers worldwide. Here's an overview of your key duties:

 

Strategic Planning and Leadership:

  • Develop and execute a strategic vision for the SME team aligned with the company's global objectives.
  • Provide strong leadership to the SME team, setting clear goals and expectations.
  • Foster a culture of excellence, collaboration, and continuous improvement within the global support organization.

Team Management and Development:

  • Lead, mentor, and inspire a team of specialized support professionals distributed across multiple regions.
  • Set performance targets, monitor progress, and provide regular feedback and coaching to team members.
  • Develop training programs and initiatives to enhance the skills and expertise of the technical support staff.

Customer Satisfaction and Relationship Management:

  • Ensure that SME team meet or exceed customer expectations for responsiveness, technical expertise, and issue resolution.
  • Act as an escalation point for complex customer issues, ensuring timely and effective resolution.
  • Build and maintain strong relationships with key customers, understanding their needs and providing tailored support solutions.

Process Improvement and Optimization:

  • Identify opportunities to streamline and optimize support processes, workflows, and tools to improve efficiency and effectiveness.
  • Implement best practices and standards for knowledge sharing and collaboration within the global technical support organization.
  • Drive initiatives to enhance the overall customer experience through continuous improvement and innovation.

Resource Management and Capacity Planning:

  • Manage resource allocation and staffing levels to ensure adequate coverage and support for the customers worldwide.
  • Work closely with HR and talent acquisition teams to recruit, onboard, and retain top talent for the technical support organization.
  • Conduct capacity planning and resource forecasting to meet the evolving needs of the customer base.

Performance Monitoring and Reporting:

  • Establish, streamline and deliver on key performance indicators (KPIs), and service level agreements (SLAs) to measure and monitor the performance of the support operations.
  • Analyze data and metrics to identify trends, areas for improvement, and opportunities for enhancement.
  • Provide regular reports and updates to senior management on the performance and effectiveness of SME team.

Collaboration and Stakeholder Engagement:

  • Collaborate closely with cross-functional teams, including product management, engineering, Customer outcomes, and sales, to ensure alignment between support initiatives and overall company goals.
  • Act as a liaison between technical support and other internal stakeholders, advocating for customer needs and driving alignment on support priorities.

Continuous Learning and Industry Trends:

  • Stay abreast of industry trends, emerging technologies, and best practices in SME support.
  • Continuously assess and update support strategies and approaches to remain competitive and meet the evolving needs of the customers.

Qualifications

To be successful in this role you have:

  • Over 15+ years of extensive experience in Technical Support / Application Support, with a minimum of 5 years in leadership role is desired.
  • Proven leadership and experience managing large Application Support Teams globally.
  • Outstanding communication and presentation aptitude, capable of influencing and fostering consensus among diverse teams and stakeholders.
  • Excellent problem-solving skills and a comprehensive understanding of various technologies.
  • Deep understanding of enterprise software products and services, encompassing cloud-based platforms, SaaS, and PaaS.
  • Exceptional talent development and leadership capabilities, with the capacity to oversee dispersed or virtual teams.
  • Robust technical acumen, enabling close collaboration with top-tier engineering partners to develop strategies, address intricate system interdependencies, and construct robust and scalable solutions for both internal and customer-facing applications.
  • Proven experience thriving in fast-paced, dynamic environments, showcasing adaptability to rapid change.
  • Skilled transformational leader in planning and execution.

 

JV20

Additional Information

ServiceNow is an Equal Employment 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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

 

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