Senior Business Operations Manager

7 days ago

Canberra, ACT, Australia ServiceNow Full time
Job Title: Senior Business Operations Manager

We are seeking a highly skilled Senior Business Operations Manager to join our team at ServiceNow. As a key member of our organization, you will be responsible for delivering world-class customer satisfaction and playing a critical role in our Support Account Management (SAM) Services team.

  • Main Responsibilities:

  • Drive cross-functional teams to ensure customer issues are clearly identified and resolved effectively.

  • Deliver business value and solutions by understanding and aligning ServiceNow applications, features, and benefits as it relates to our customer needs.

  • Manage, document and report on performance against service level agreements (SLAs) and where SLAs are not being met document and oversee an action plan that will result in meeting and exceeding those commitments routinely.

  • Act as an escalation point for customer impacting business critical issues.

Requirements:

  • Excellent written and oral communication skills

  • Experience dealing with technical support teams

  • Fundamental understanding of ITSM in enterprise environments and global deployments

  • Comfortability interacting with all levels of management

  • Working knowledge of ITIL incident, problem and release management process and procedures

  • Ability to effectively work with tight schedules and fast paced environment to minimize problem impact on the customer within a global model

  • Broad technical understanding in a cloud software environment

  • Growth & collaborative mindset

What We Offer:

  • A competitive salary and benefits package

  • A supportive team environment

  • Opportunities for professional growth and development

  • A comprehensive training program

  • A global, cross-functional mentoring program

  • A learning experience platform built using our own technology, to support your learning and development goals as well as a tuition reimbursement program

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