* Region: EMEA - Europe, Middle East and Africa
* Work Persona: Flexible
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:
* Manage and exceed Support KPIs and critical Technical Support Metrics including Customer Satisfaction, Time to Relief/Resolution (TTRf/TTR), reducing backlogs, increasing efficiency, and implementing change management.
* Partner with regional leaders to define and implement strategies to improve customer experience and develop teams.
* Own and conclude high-impact customer escalations by collaborating with cross-teams.
* Provide quarterly business updates to Senior Leadership.
* Drive case management success from detection to resolution for customer accounts, enhancing customer experiences.
* Manage major operations outages and communications to customers.
* Evaluate current processes, technology, and organizational skills to drive improvements that enhance customer and employee experience.
* Lead by example to cultivate a culture of teamwork, collaboration, and customer focus.
* Align with the company’s and department’s vision, goals, mission, and values.
* Participate in weekend and holiday on-call rotation as required.
This is a hybrid position with a minimum of 2 days per week in-office.
Qualifications
To be successful in this role you have:
* A minimum of 15+ years technical support and service management experience, with at least 10+ years in a people management role, including managing managers leading multiple teams.
* Experience managing enterprise support in large, complex environments with web-based services and technologies.
* Proven capability in delivering on support metrics and managing a support team.
* A customer-first mindset and a positive “get it done” attitude.
* 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.
* Ability to lead change by effectively building commitment and winning support for initiatives.
* Experience as a trustworthy leader with a reputation for fairness, dependability, and high ethical standards.
* Strong technical, strategic, analytical, and problem-solving skills.
* Excellent communication and presentation skills, both oral and written.
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
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.
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 globaltalentss@servicenow.com 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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