Manager, Technical Support Management

2 months ago

Sydney, Australia ServiceNow Full time

**Company Description**
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
**Job Description** What you get to do in this role**
- Use your profound knowledge and experience in managing and exceeding Support KPIs and critical Technical Support Metrics including Customer Satisfaction, Time to Relief/Resolution (TTRf/TTR), Keeping customers informed (KCI) by diving the reduction of backlog and increasing efficiency.
- Manage a mature team, including hiring, improving productivity, promoting employee morale, allocating and utilizing resources efficiently, motivating teams, and managing attrition and training.
- Participate in and uphold Change Management processes as they relate to Customer and Technical Support.
- Own and bring to conclusion customer escalations by working with cross-teams 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.
- Manage major operations outages and communications to the customers.
- Participate in weekend and holiday on-call 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 to the company’s and department’s vision, goals, mission and values.

**Qualifications** To be successful in this role you have**
- Minimum five (5) years technical support and service management experience with a minimum of 3 years in a supervisory role is required.
- 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.

**What’s in it for you**

We offer a competitive base salary and benefits, Well-being Days, and hybrid working arrangements. The work culture embraces belonging and inclusivity, collaboration, and customer orientation.

**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**

**Export Control Regulations**

From Fortune. ©2024 Fortune Media IP Limited. All rights reserved. Used under license.

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