Manager, Technical Support Management

Sydney, New South Wales, au
Company: ServiceNow
Category: Computer and Mathematical Occupations
Published on 2021-07-30 19:16:30
Job Description

What you get to do in this role:

  • Profound knowledge and experience in managing and exceeding Support KPI’s and critical Technical Support Metrics - CSAT, Time to Resolution (TTR), Backlogs etc.
  • Lead efforts to hire, develop, and build a technical team.
  • Oversight and participation in Change Management as it relates to Customer Support.
  • Leading by example to cultivate and maintain a culture built on teamwork and collaboration.
  • Own and bring to conclusion customer escalations by working with cross-teams in Support, development and operations team.
  • Drive daily incident 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 customers.
  • Manage major operations outages and communications to the customers.
  • Participate in weekend and holiday on-call rotation as required.
  • Evaluation of current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement.
  • Leading by example to cultivate and maintain a culture built on teamwork and collaboration.
  • Manage to the company and department’s vision, mission and values.

Qualifications

To be successful in this role you have:

  • A minimum of 6 years technical support and service management experience with a minimum of 3-4 years in supervisory role is required.
  • Experience managing Enterprise support in a large and complex environment in a web-based service and technology.
  • Proven capability of having successfully delivered on support metrics and managed support team.
  • Customer first Mind set and a “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.
  • Ability to lead change by effectively building commitment and winning support for initiatives.
  • A trustworthy leader with a reputation for fairness, dependability and adherence to high ethical standards.  Strong analytical and problem-solving skills.
  • Excellent communication skills, both oral and written.


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.

If you are an individual with a disability and 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 +1 (408) 501-8550, or 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.

 

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