Senior Manager Support Readiness

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. 

With more than 7,400+ customers, we serve approximately 80% of the Fortune 500, and we're proud to be one of FORTUNE's 100 Best Companies to Work For® and World's Most Admired Companies® 2022.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

Senior Manager Support Readiness

This position reports to: Director, Supportability and Release Readiness

ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before. 

We’re disruptive.  We work hard but try not to take ourselves too seriously.  We are highly adaptable and constantly evolving.  We are passionate about our product, and we live for our customers.  We have high expectations and a career at ServiceNow means challenging yourself to always be better. 

Sr. Manager Support Readiness is a global role reporting to the Director, Technical Support.  This role would be responsible for managing the Readiness team as well all aspects of planning and enablement in ensuring that the appropriate Support Delivery Team is ready to support all existing and new releases.  

The candidate will be the single point of contact between engineering and Global Technical Support for their assigned products and applications. This includes overall supportability and the readiness of support for new releases. The Manager is responsible for understanding the details of development, identification of training needs, identification of tooling needs, assessment of resource impacts, and identifying other mitigation activities to maximize customer satisfaction of the support received.  The Sr. Manager Support Readiness is also responsible for keeping support leadership updated on efforts underway.  Working with teams globally, this role will be responsible for striving towards continuous improvement in key Support metrics including Customer Satisfaction, Time to Relief, Time to Resolve, Escalation Effectiveness, Case to Usage %, etc. 

This role will also closely interact with his/her counterparts in Professional Services to clearly understand the customer profile and upcoming implementations to ensure a smooth handoff from PS/Partner to Customer support. This includes working with global delivery teams to ensure customer support has the appropriate knowledge and troubleshooting procedures to minimize time to resolution.

What you get to do in this role: 

Successfully lead a team of Support Release Readiness Program Managers

·       Supervise experienced professional employees, who require little oversight in completing assigned work, providing oversight and approval when appropriate.

·       Influence and provide guidance to employees outside of their area of expertise, around policies, practices, and procedures.

·       Lead efforts to hire, develop, and build a technical team.

·       Liaise with Support Delivery teams to propose and drive in-product Supportability items that facilitate prevention of customer cases and if cases should occur, aid in faster resolutions

·       Assess impacts of product/functionality changes, to existing customers and Support, and work with Engineering, Product Owners and Cross Functional teams to address in advance of new release(s)

·       Work with Engineering Business Areas and product operations teams to implement the Transfer of I