Director of Technical Support Management, ServiceNow
$162.9-285.1k
+ Equity (when applicable) and variable/incentive compensation
Office located in Santa Clara, CA
Cloud-based digital workflows for enterprises
Be an early applicant
Cloud-based digital workflows for enterprises
1001+ employees
Be an early applicant
$162.9-285.1k
+ Equity (when applicable) and variable/incentive compensation
Office located in Santa Clara, CA
1001+ employees
Company mission
To transform IT to revolutionise the enterprise.
Role
Who you are
- 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
- A minimum of 15+ years technical support and service management experience with a minimum of 10+ years in a people management role is required. Hands-on experience of managing managers leading multiple teams
- Experience managing enterprise support in a large and complex environment with web-based services and technologies
- Proven capability of having successfully delivered on support metrics and managing a support team
- Customer-first 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 problem-solving skills
- Excellent communication and presentation skills, both oral and written
- Keen ability to listen and drive the best possible internal employee experience and to recruit and retain the best technical talent possible
- 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
- Represent the Platform, Product and ServiceNow effectively with internal and external customers
- Deep understanding of the ServiceNow platform and its components
What the job involves
- Partner with other regional leaders to define and implement strategies to improve customer experience and grow and develop teams
- Own and bring to conclusion high-impact customer escalations by working with cross-teams
- 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 company’s and department’s vision, goals, mission and values
- Participate in weekend and holiday on-call rotation as required
Our take
ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations, transforming old, manual ways of working into modern digital workflows. The company was founded in 2004 with a vision to build a cloud-based platform that would enable regular people to route work effectively through the enterprise.
Much as Salesforce enables a company to manage its external clients by keeping a record of all contacts and interactions, ServiceNow promises an internal system to meet the needs of employees. It has succeeded in claiming half the market, setting itself apart from legacy IT service-management software players like BMC Software, Hewlett Packard Enterprise, Cherwell Software and CA Technologies.
The company's success comes from two product traits: simplicity and customisability. ServiceNow's IT tools don't require the IT department to set them up. Once running, they offer a single collection centre for requests, data points and checklists, all of which can in turn be analysed by algorithms to predict needs, flag concerns and measure efficiency.
The company has more than 7500 customers, including 80% of the Fortune 500 list of the United States' largest corporations. ServiceNow now looks to increase its revenue threefold in upcoming years and has entered into a 5-year partnership plan with Visa, beginning with the launch of a Visa-integrated dispute resolution solution for issuers. The company is prioritising organic growth over mergers and acquisitions, with a target revenue of $15 billion, something which its Visa partnership will no doubt aid in achieving.
Freddie
Company Specialist
Insights
Some candidates hear
back within 2 weeks
16% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Mar 2012
$11m
GROWTH EQUITY VC
Feb 2012
$17.9m
GROWTH EQUITY VC
Total funding: $83.8m
Company benefits
- Commuter benefits
- Annual learning stipends
- Work from home opportunities
- Generous family leave
- Matched donations
- Flexible PTO
- 401(k) matching
- Paid volunteer time
Company values
- Win as a team
- Innovate and execute
- Stay hungry and humble
- Deliver customer success
Company HQ
Santa Clara, CA
Articles
Leadership
Fred Luddy
(Chairman Of The Board)Previously Software Developer at Amdahl Corporation for 4 years and CTO at Peregrine Systems for 13 years.
Salary benchmarks
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Diversity, Equity & Inclusion at ServiceNow
- Enabling and empowering our people: We use rich learning programmes to equip employees with inclusive mindsets and skills, and we build equitable processes across our entire talent ecosystem
- Engaging our communities and allies: We make space to listen, share openly and engage in respectful dialogue. We extend into our communities through civic engagement, digital literacy and non‑profit support
- Building diverse talent and hiring inclusively: We grow stronger together by developing and advancing individual talent and by improving representation at all levels.
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