Company Description

ServiceNow is the Enterprise Cloud Company that is changing the way people work.

We are redefining markets and changing the perception of enterprise software. 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.

Our cloud platform allows enterprises to bring together business strategy, application design and operations in a powerfully simple solution.

Our platform delivers digital workflows that create great experiences and unlocks productivity.

ServiceNow cloud services automate, predict, digitize and optimize business processes and tasks, from IT to Customer Service to Security Operations and to Human Resources, creating a better experience for employees, users and customers while transforming the enterprise.

We've won awards for being the most innovative company on the planet, named as one of the top companies driving organizational digital transformation and were selected to LinkedIn's Top Companies list for 2019.

This gives you a glimpse into our culture and the type of talent we look for. ServiceNow is currently seeking a Senior Manager, Regional Leader located in our Sydney office.

Job Description

This role reports to the Senior Director, Global Employee Customer Management Leader.

The successful candidate will be responsible for day-to-day operations of a well-established regional SME team within our Global Customer Support organization.

This includes providing in-person leadership to managers, technical support engineers, interfacing with Development on customer impacting enhancements and fixes, recruiting and development of support staff, and meeting or exceeding SME team key performance indicators.

The successful candidate will also have responsibility for leading efforts in developing and implementing world class technical support services, knowledge base content, best practices and methodologies to deliver unsurpassed service and support.

Responsibilities

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

Qualifications

Professional Experience

• Minimum of 8+ years technical support and service management experience with a minimum of 5+ years in a people management role is required.
• 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 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.

Work Environment

We are a dynamic and rapidly growing cloud software company with a strong sense of dedication to our customers.

This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business.

We provide competitive compensation, generous benefits, and a professional atmosphere

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

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. Learn more here.

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 a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.

Export Control Regulations

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

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