Director, Integrations Regional Leader

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

What you get to do in this role:

• Use keen ability to listen and drive the best possible internal employee experience and to recruit and retain the best technical talent possible

• Partner with local leadership both within and outside the support organization to provide an exceptional Customer and case support experience including real-time phone and web channels

• Develop and effectively drive local initiatives to help meet our Global Customer Support objectives as measured through key results including Customer Satisfaction, Time to Relief/Resolution (TTRf/TTR), aging backlog, NPS, engineer productivity, and to keep customers informed through the case relief process

• Responsible for People Management, including managing multiple managers, hiring, improving productivity, promoting employee morale, allocating and utilizing resources efficiently, motivating teams, and managing attrition and training.

• Participate in and provide oversight to Change Management as it relates to Customer and Technical Support.

• Own and bring to conclusion customer escalations by working with cross-teams in Support, Development, and Operations teams

• Drive daily case management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences.

• Represent the Platform, Product and ServiceNow effectively with internal and external customers.

• Deep understanding of the ServiceNow platform and its components

• Manage major operations outages and communications to the customers.

• Participate in weekend and holiday on-call rotation as required.

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

• Lead by example to cultivate and maintain a culture built on teamwork, collaboration, and customer focus.

• Manage to the company’s and department’s vision, goals, mission and values.

Qualifications

To be successful in this role you have:

• A minimum of 15+ years technical support and service management experience with a minimum of 10+ years in a people management role is required. Hands-on experience of managing managers leading multiple teams.

• SAAS experience supporting mission critical applications with near zero downtime

• Experience managing enterprise support in a large and complex environment with web-based services and technologies.

• Proven capability of having successfully delivered on support metrics and managing a support team, including managers.

• Customer-first mindset and a positive “get it done”attitude are critical success factors for this role.

• Proven ability to create and implement programs to drive efficient, innovative operations and contain expenses.

• Aptitude with reporting and analytics tools including Tableau and Excel is essential.

• Ability to lead change by effectively building commitment and winning support for initiatives.

• Experience in being