Manager, Technical Support Management

2 weeks ago

Sydney, New South Wales, Australia ServiceNow Full time

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.

Job Description NOTE **:

Due to the nature of work related to this position, employee will be required to obtain a Federal Government Clearance.

The minimum requirement to obtain this clearance is to be an Australian citizen.

What you get to do in this role

  • Lead the team in achieving 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.
  • Oversee and participate in Change Management as it relates to Customer Support.
  • Own and bring to conclusion customer escalations by working with crossteams 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 oncall rotation as required.
  • Evaluation of 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 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.

  • Profound knowledge and experience in managing and exceeding Support KPI's and critical Technical Support Metrics
  • CSAT, Time to Resolution (TTR), Backlogs
  • Experience managing Enterprise support in a large and complex environment in a webbased 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 problemsolving skills.
  • Excellent communication skills, both oral and written.

_ Why ServiceNow_

  • ServiceNow's 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._

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.


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.

From Fortune Fortune Media IP Limited All rights reserved. Used under license.

Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, ServiceNow.

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