Manager Senior Manager, Technical Support Management

Amsterdam - Netherlands

Monthly Salary: Not Disclosed

Posted on: 3 hours ago

Vacancies: 1 Vacancy

Job Summary

What you get to do in this role:

Responsible for People Management including hiring improving productivity promoting employee morale allocating and utilizing resources efficiently motivating teams and managing attrition and training.
Drive highpriority escalations and ensure timely visibility across stakeholders.
Work directly with senior technical experts to resolve complex issues.
Collaborate with both Development and Release Readiness teams to maintain alignment across delivery activities.
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.
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 to the companys and departments vision goals mission and values.

Qualifications :

To be successful in this role you have:

Experience in leveraging or critically thinking about how to integrate AI into work processes decision-making or problem-solving. This may include using AI-powered tools automating workflows analyzing AI-driven insights or exploring AIs potential impact on the function or industry.
A minimum of 8 years technical support and service management experience with a minimum of 6 years in a people management role is required.
Profound knowledge and experience in managing and exceeding Support KPIs and critical Technical Support Metrics including Customer Satisfaction Time to Relief/Resolution (TTRf/TTR) reducing backlogs increasing efficiency and implementing/upholding change management etc.
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.
Customer-first mindset and a positive get it done attitude are critical success factors for this role.
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 Power BI 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.

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 and their assigned work location. Learn more here. To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

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 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 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.

Remote Work :

Employment Type :

Full-time

What you get to do in this role:Responsible for People Management including hiring improving productivity promoting employee morale allocating and utilizing resources efficiently motivating teams and managing attrition and training.Drive highpriority escalations and ensure timely visibility across s...

What you get to do in this role:

Responsible for People Management including hiring improving productivity promoting employee morale allocating and utilizing resources efficiently motivating teams and managing attrition and training.
Drive highpriority escalations and ensure timely visibility across stakeholders.
Work directly with senior technical experts to resolve complex issues.
Collaborate with both Development and Release Readiness teams to maintain alignment across delivery activities.
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.
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 to the companys and departments vision goals mission and values.

Qualifications :

To be successful in this role you have:

Experience in leveraging or critically thinking about how to integrate AI into work processes decision-making or problem-solving. This may include using AI-powered tools automating workflows analyzing AI-driven insights or exploring AIs potential impact on the function or industry.
A minimum of 8 years technical support and service management experience with a minimum of 6 years in a people management role is required.
Profound knowledge and experience in managing and exceeding Support KPIs and critical Technical Support Metrics including Customer Satisfaction Time to Relief/Resolution (TTRf/TTR) reducing backlogs increasing efficiency and implementing/upholding change management etc.
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.
Customer-first mindset and a positive get it done attitude are critical success factors for this role.
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 Power BI 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.

Additional Information :

Work Personas

Equal Opportunity Employer

Accommodations

Export Control Regulations

Remote Work :

Employment Type :

Full-time

Key Skills

Project Management Methodology
Program Management
SOAP
Agile
Oracle EBS
Apache Pig
Adobe Experience Manager
Jira
Release Management
Scrum
SAS
SDLC

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About Company

ServiceNow

Learn here. Grow here. Make a difference here. At ServiceNow, our cloud?based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and enterprises. Were growing fast, innovating even faster, and making an impact on our c ... View more

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