Senior Manager Developer Productivity Support

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:

• Lead efforts to hire, develop, and build a technically proficient first-line developer productivity support team.
• Demonstrate your knowledge and experience in managing and exceeding KPI’s and critical engineering support metrics - Time to Resolution (TTR), Backlogs, increasing efficiency, and implementing/upholding change management, etc.
• Responsible for People Management, including hiring, improving productivity, promoting employee morale, allocating and utilizing resources efficiently, motivating teams, and managing attrition and training.
• Provide oversight of, and participate in, Change Management as it relates to developer support..
• Own and bring to conclusion escalations by working across teams in engineering, QE, and our Developer Productivity team.
• Drive daily incident management success from detection to resolution leading to ongoing enhanced developer experiences.
• Manage major operations outages and communications to the engineering organization.
• 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.
• Provide leadership during weekend and holiday on-call rotation as required.

To be successful in this role you have:

• Proven ability to create and implement programs to drive efficient, innovative operations and contain expenses.
• Ability to lead change by effectively building commitment and winning support for initiatives.
• Customer first mind set and a “Get it done” attitude are critical success factors for this role.
• Demonstrated ability to provide exceptional internal customer care and communication.
• A reputation as a trustworthy leader with a reputation for fairness, dependability and adherence to high ethical standards. Strong analytical and problem-solving skills.
• Strong technical, strategic, analytical and problem-solving skills.
• Excellent communication skills, both oral and written.

Qualifications

Preferred Qualifications:

• 8+ years engineering support and service operations management experience with 6+ years in a people management role is required.
• Proven capability of having successfully delivered on support metrics and managed a first-level support team.
• Experience supporting enterprise-scale hybrid cloud and on-prem environments

Fluency in one or more of the following technologies:

• Amazon Web Services
• VMware
• EKS / Kubernetes / Docker
• Prometheus / Grafana / LogicMonitor / Splunk
• Chef / Ansible
• Linux (CentOS / Ubuntu / RedHat)
• Windows (Desktop and Server)
• MacOS

Basic Qualifications:

• Experience managing internal engineering operations in a large and complex environment.
• Experience managing, analyzing, and improving operational processes.

MD23

JV20

For positions in California (outside of the Bay Area), we offer a base pay o