Senior Director, APJ Geo Support Leader

4 days ago

Sydney, New South Wales, Australia Servicenow Full time
About This Role

We are seeking a highly experienced and skilled Senior Director to lead our Asia Pacific and Japan (APJ) Geo Support organization. As a key member of our global Support leadership team, you will be responsible for providing strategic leadership and direction to our APJ Geo Support teams, ensuring they are equipped to deliver exceptional customer service experiences to our regulated market customers.

Key Responsibilities
  • Leadership and Strategy
    • Develop and execute a strategic vision for the APJ Geo Support organization, aligned with the larger Customer Support Services (CSS) organization and the company's global objectives.
    • Foster a culture of excellence, collaboration, and continuous improvement within the global support organization.
  • Team Management and Development
    • Lead, mentor, and inspire a team of specialized support professionals distributed across the APJ region.
    • Set performance targets, monitor progress, and provide regular feedback and coaching to team members.
    • Partner with our corporate Education/Training team to develop training programs and initiatives to enhance the skills and expertise of the technical support staff.
  • Customer Satisfaction and Relationship Management
    • Ensure our teams are meeting or exceeding customer expectations for responsiveness, technical expertise, issue resolution, and general customer care.
    • Act as an escalation point for complex customer issues, ensuring timely and effective resolution.
    • Build and maintain strong relationships with key customers, understanding their needs and providing tailored support solutions.
  • Process Improvement and Optimization
    • Identify opportunities to streamline and optimize support processes, workflows, and tools to improve efficiency and effectiveness.
    • Implement best practices and standards for knowledge sharing and collaboration within the global technical support organization.
    • Drive initiatives to enhance the overall customer experience through continuous improvement and innovation.
  • Resource Management and Capacity Planning
    • Manage resource allocation and staffing levels to ensure adequate coverage and support for the customers.
    • Work closely with HR and talent acquisition teams to recruit, onboard, and retain top talent for the technical support organization.
    • Represent your teams in annual capacity planning and resource forecasting to meet the evolving needs of the customer base.
  • 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.
    • Analyze data and metrics to identify trends, areas for improvement, and opportunities for enhancement.
Requirements

To be successful in this role, you will have:

  • 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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