Director, IT Systems/GTM Support Management



IT, Customer Service
Santa Clara, CA, USA
Posted on Friday, May 31, 2024

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

We’re not yesterday’s IT department, we're Digital Technology. The world around us keeps changing and so do we. We’re redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it.

Ultimately, we strive to make the world work better for our employees and customers—when you work in ServiceNow Digital Technology, you work for them.

ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before. We’re disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our customers, and we live for our customers. We have high expectations and a career at ServiceNow means challenging yourself to always be better.

What you get to do in this role:

  • Lead a world class and rapidly growing global GTM Application Support organization to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.
  • Drive ownership & accountability for the Digital Technology (DT) Application Support process, driving quick resolution to customer impacting issues.
  • Develop and manage a team of highly capable and technically talented vendor MSP problem solvers who can work independently and collaboratively with other functional groups while meeting defined SLAs.
  • Provide senior DT leadership with regular status reports and alert management of any problems or potential service issues.
  • Develop and lead global programs focused on continuous improvement and evolution of support offerings to advocate for our business and evolve key processes across the Support teams to scale and continually drive customer value.
  • Implement process improvements, cross trainings within the team for effective utilization of resources, continuously identify opportunities to do problem management for incident reduction. Bring in tools and automation to help reduce and eliminate L2 support tickets.
  • Create KB articles and train L2 team for frequent tickets resolution by Tier 1. This could include initiatives like self-help documentations, knowledge management tool, and dashboards.
  • Capture type of tickets that get generated monthly to perform the root cause analysis and problem management and collaborate with the L3/TPMs to create a plan that would result in ticket reduction.
  • Implement robust problem management, have governance cadence with Eng teams, run live incident reports and collaborate with Eng teams in incident resolution.
  • Implement auto on-call feature for P1/P2 tickets. Shift Left approach – more tickets to be resolved by L2 teams. Establish common dashboards to track SLA’s and trend insight.
  • Opportunity to create notifications /communication to stakeholder during planned/unplanned outages/maintenance. Opportunity to define the process to track ad-hoc user requests, proactive monitoring, and system alerts.
  • Opportunity to build Knowledge Base repository. Implement 3- strike rule policy. Opportunity to streamline/automate the Request Management RITM Tickets in GTM space. Opportunity to improve the renewal process for Services and password accounts.
  • Identify Improvement areas for incident reduction through problem management, data & AI based automation. Automation/ alert configuration for GTM Apps proactive monitoring to identify and resolve data discrepancy issues.
  • Ensures that all assigned production support issues are properly logged/documented, prioritized, and resolved. Ensures that all assigned Run-the-Business (RTB) / Business-as-Usual (BAU) tasks are properly scheduled, staffed, and completed.
  • Strictly compliance with corporate governance and principles, such as but not limited to Housekeeping, Safety, Environmental and Code of Conduct and Discipline.


To be successful in this role you have:

  • Value stream: Lead-to-Cash, Applications: CRM, CPQ, CLM, EMS, ServiceNow Platform (A good mix of Third-party enterprise grade apps & ServiceNow Platform skills.)
  • Experience executing large production support engagements across GTM applications and Sales technology stacks. Prior experience in Managed Service Provider or IT Consulting or Application Support environment. A Data-driven decision-making mindset.
  • Strong policy and process knowledge (e.g. ITIL, ITSM, Support excellence) as well as knowledge of a variety of digital technologies to identify risk and compliance issues and drive mitigation, remediation, and compliance activities within an organization.
  • Outstanding customer service skills and ability to collaborate with numerous GTM business units.
  • 15+ years of experience successfully operating in a high-performance, global 24x7 DT Application Support organization in a SaaS environment.
  • 5+ years of directly managing a Application support team in a MSP model. Proven experience working with large enterprise customers providing varied levels of SLAs and services.
  • Customer obsession, highly motivated, proactive mindset toward continuous improvement and thrives under a fast-paced environment.
  • Results-oriented approach which balances a “take charge, do-whatever-it-takes” attitude with teamwork and collaboration.
  • Leadership expertise developing strong cross functional partnerships with: GTM, Sales Ops, Customer Success, Digital Technology & Support. GTM/Sales Technologies industry experience is a plus.



For positions in the Bay Area, we offer a base pay of $169,500 - $296,500, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location.

Additional Information

ServiceNow is an Equal Employment 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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

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