Senior Director, Technical Support 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

The Global SME Support Leader is a senior leadership role within the Global Technical Support organization, responsible for leading the Global Service Management team. The Service Management support team's focus lies in providing support for our applications across Technology, Employee, Customer, and Finance workflows.

As the primary decision-maker for the Global Service Management team, you will adeptly guide the team through intricate situations offering strategic guidance and direction. You embrace the viewpoint of the broader management team for the entirety of the support delivery organization, ensuring alignment with overarching organizational goals and objectives. Additionally, you will support the team through a transitional phase in 2024 and beyond of restructuring, providing guidance, reassurance, and strategic direction to ensure smooth employee and customer experience.

In your role leading the Global Service Management team, your responsibilities encompass a wide range of duties aimed at ensuring the delivery of exceptional support to customers worldwide. Here's an overview of your key duties:

Strategic Planning and Leadership:

• Develop and execute a strategic vision for the SME team aligned with the company's global objectives.
• Provide strong leadership to the SME team, setting clear goals and expectations.
• Foster a culture of excellence, collaboration, and continuous improvement within the global support organization.

Team Management and Development:

• Lead, mentor, and inspire a team of specialized support professionals distributed across multiple regions.
• Set performance targets, monitor progress, and provide regular feedback and coaching to team members.
• Develop training programs and initiatives to enhance the skills and expertise of the technical support staff.

Customer Satisfaction and Relationship Management:

• Ensure that SME team meet or exceed customer expectations for responsiveness, technical expertise, and issue resolution.
• Act as an escalation point for complex customer issues, ensuring timely and effective resolution.
• Build and maintain strong relationships with key customers, understanding their needs and providing tailored support solutions.

Process Improvement and Optimization:

• Identify opportunities to streamline and optimize support processes, workflows, and tools to improve efficiency and effectiveness.
• Implement best practices and standards for knowledge sharing and collaboration within the global technical support organization.
• Drive initiatives to enhance the overall customer experience through continuous improvement and innovation.

Resource Management and Capacity Planning:

• Manage resource allocation and staffing levels to ensure adequate coverage and support for the customers worldwide.
• Work closely with HR and talent acquisition teams to recruit, onboard, and retain top talent for the technical support organization.
• Conduct capacity planning and resource forecasting to meet the evolving needs of the customer base.