Senior Director, Asia Pacific and Japan Support Leader

3 days ago

Sydney, New South Wales, Australia ServiceNow Full time
About the Role

This is a senior leadership position within the Global Technical Support organization, reporting to the Group Vice President of Customer Support. The primary responsibilities include leading the Australia regulated market teams, the Japan & Korean Language Support teams, as well as geography-specific responsibilities for the global Customer Support organization.

Key Responsibilities
  • Leadership and Management: Provide leadership in line with organization values and company direction as it pertains to Australian regulated market sector. Support your team to ensure they are equipped and empowered to provide amazing customer service experience to our regulated market customers.
  • Strategic Planning and Leadership: Develop and execute a strategic vision for the Regulated Market & Language Support Teams aligned with the larger CSS organization & the company's global objectives.
  • Team Management and Development: Lead, mentor, and inspire a team of specialized support professionals distributed across the APJ region.
  • Customer Satisfaction and Relationship Management: Ensure our teams are meeting or exceeding customer expectations for responsiveness, technical expertise, issue resolution, and general customer care.
  • Process Improvement and Optimization: Identify opportunities to streamline and optimize support processes, workflows, and tools to improve efficiency and effectiveness.
  • Resource Management and Capacity Planning: Manage resource allocation and staffing levels to ensure adequate coverage and support for the customers.
  • Performance Monitoring and Reporting: Establish, streamline and deliver on key performance indicators (KPIs), and service level agreements (SLAs) to monitor and measure the performance of support.
Requirements
  • Over 15+ years of experience in Technical Support / Application Support, with a minimum of 7 years in leadership roles.
  • Proven leadership and experience managing large Application Support Teams.
  • Outstanding communication and presentation aptitude, capable of influencing and fostering consensus among diverse teams and stakeholders.
  • Excellent problem-solving skills and a comprehensive understanding of various technologies.
  • Deep understanding of enterprise software products and services, encompassing cloud-based platforms, SaaS, and PaaS.
  • Exceptional talent development and leadership capabilities, with the capacity to oversee dispersed or virtual teams.
  • Robust technical acumen, enabling close collaboration with top-tier engineering partners to develop strategies, address intricate system interdependencies, and construct robust and scalable solutions for both internal and customer-facing applications.
  • Proven experience thriving in fast-paced, dynamic environments, showcasing adaptability to rapid change.
  • Skilled transformational leader in planning and execution.

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