Manager, Major Incident Management

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 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

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

 

This position reports to: Senior Manager, Major Incident Management.

Our Major Incident Management (MIM) team is responsible for leading and managing critical situations by restoring service for customers experiencing business-impacting situations as quickly as possible. The team ensures the appropriate resources are engaged and provides effective, timely communications to our customers and internal stakeholders.

We are currently seeking a Manager to lead our AMS (Orlando) Major Incident Management team.

The team operates in a 24x7 environment that is responsible for ensuring ServiceNow acts as one company and that all key lines of business maintain a focus during major customer-impacting situations. The Manager operates as a player/coach with the team while they orchestrate the response during major incidents.

ServiceNow, The Enterprise IT Cloud Company, is the industry-leading cloud platform provider for building enterprise applications. We are redefining markets and changing the perception of enterprise software. Our cloud platform allows enterprise IT to combine business strategy, application design and operations in a powerfully simple solution.

To sustain our explosive growth, we are looking for drivers—people who thrive on responsibility and live for the next big challenge. We seek to employ the brightest and most forward-thinking talent on the planet, and we want to hire people who have their best work ahead of them, not behind them. Accelerate your career and succeed in an environment where you can make an impact daily. We invite you to join us and stand out.

Successful candidates will be invited to collaborate with a global leadership team on process improvements and strategic initiatives including the opportunity to work with ServiceNow Impact teams.

What you get to do in this role:

· Lead the AMS (Orlando) team of Major Incident Managers to ensure flawless execution of the critical incident resolution process, with transparent communication that drives very high levels of internal/external customer satisfaction.

· Be a servant leader who is devoted to making individuals in their team successful through effective coaching and mentoring via regular touchpoints.

· Foster the highest level of commitment among our people through transparent communication about business challenges, successes, and results.

· Creates an environment that encourages people to think, behave, take action and control work, and make decisions to attain clear goals.

· Evaluation of current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement.

· Responsible for People Management – Attrition management, productivity, employee morale, resource allocation and utilization, team motivation and skills training.

· Manage and report ongoing CritSit metrics.

· Create and maintain recovery playbooks for commonly occurring customer patterns and issues.

· Focus on quality of service and process development with continuous improvement and corrective action.

· Closely partner and collaborate with Infrastructure, Engineering, Operations, Technical Support, and Sales Leadership to ensu