Director, Technical Support Management

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

What you get to do in this role:

• Profound knowledge and experience in managing and exceeding Support KPIs and critical Technical Support Metrics including Customer Satisfaction, Time to Relief/Resolution (TTRf/TTR), reducing backlogs., increasing efficiency, and implementing/upholding change management, etc.
• Partner with other regional leaders to define and implement strategies to improve customer experience and grow and develop teams.
• Own and bring to conclusion high-impact customer escalations by working with cross-teams.
• Provide quarterly business updates to Senior Leadership.
• Drive case management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences.
• Manage major operations outages and communications to customers.
• Evaluate current processes, technology and organizational skills and drive improvements that will enhance customer and employee experience.
• 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.
• Participate in weekend and holiday on-call rotation as required.

Qualifications

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• 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.
• 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.
• Customer-first mindset and a positive “get it done” attitude are critical success factors for this role.
• Demonstrated ability to provide exceptional internal and external customer care.
• 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 a trustworthy leader with a reputation for fairness, dependability and adherence to high ethical standards.
• Strong technical, strategic, analytical and problem-solving skills.
• Excellent communication and presentation skills, both oral and written.

JV20

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require