Job Description

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 andbemore 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 companiesdriving 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. 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. ServiceNow is currently seeking a Senior Manager, Regional SME Leader for our global customer support team. The successful candidate will be responsible for the day-to-day operations of a well-established regional SME team within our Global Customer Support organization. This includes providing in-person and on-site leadership to managers, and technical support engineers, interfacing with Development on customer-impacting enhancements and fixes, recruiting and developing 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 Keen ability to listen and drive the best possible internal employee experience and to recruit and retain the best technical talent possible Strong partnering 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 Ability to 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 Qualifications Requirements for the role A minimum of 10+ years of 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-solvingskills. Excellent communication and presentation skills, both oral and written. Why ServiceNow ServiceNow\'s DNA is built in purpose and values. We offer a culture of belonging, inclusivity, collaboration, and customer focus. Work-life balance and well-being are our topmost priorities. We offer flexible work arrangements. 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 in aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented professionals in the business. 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. to learn about our work personas: flexible, remote and required-in-office. From Fortune. 2022 Fortune Media IP Limited All rights reserved. Used under license. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, ServiceNow.

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