Staff Support Account Manager

What you can expect from us

At ServiceNow we make work better for everyone including our own employees. We know that best work happens when our employees live their best life and share their unique talents so we do everything we can to make that possible for our employees. Win as a Team is part of our culture and we aspire to wow our customers. We stay hungry and humble and focus on creating belonging. Sustainability inclusivity and diversity are key focus areas within our business framework so that we have transparency equity and accountability to deliver meaningful measurable change. With our vision and dedication for a better future already underway. Join us on this journey!

In addition to a competitive salary supportive teams and a real opportunity to progress in career with a forward-thinking organisation employees have access to global wellbeing days parental and caregiving benefits learning and tuition support mentoring and community programs. Benefits here for a full list

What you get to do in this role

ServiceNows Support Account Management (SAM) team delivers proactive and reactive support services to a portfolio of high-profile strategic customers.

Acting as a central point of contact SAM drives incident and problem resolution by coordinating cross-functional teams to ensure timely effective outcomes.

SAM serves as a customer advocate providing regular service reviews operational summaries and updates and drive communication on high-priority issues to ensure world-class customer satisfaction.

• Confidently present to stakeholders at all levels including C-suite executives
• Deliver business value and solutions by understanding and aligning ServiceNow applications features and benefits as it relates to our customer needs
• Serve as the primary customer liaison and escalation point for business-critical issues
• Lead regular service reviews and executive updates ensuring clear communication on incidents changes and performance with reference to mandatory upgrades patches and security requirements
• Manage and report on SLA performance driving corrective action and continual service improvement
• Proactively identify and mitigate service risks using industry-leading management tools and trend analysis
• Align ServiceNow solutions to customer business needs delivering measurable value
• Coordinate cross-functional teams to ensure timely resolution of cases problems and changes

Qualifications :

To be successful in this role we need someone who has

• Experience in high-tech environments specialising in ITSM within large global IT organisations leveraging ITIL best practices in complex and global deployments
• Proven track record in services and support management applying strong project leadership and creative problem-solving to deliver customer outcomes and resolve complex issues
• 10 yrs of experience with 5 years of customer-facing experience
• Experience in leveraging or critical 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.
• Advanced analysis and problem-solving skills
• Experience dealing with technical support teams
• Working knowledge of ITIL incident problem and release management process and procedures.
• Willingness to provide support outside standard business hours including weekends as required
• Excellent written and oral communication skills
• Growth and collaborative mindset

Desirable skills and experience 

• ServiceNow platform knowledge or experience
• Project Management capabilities and principles
• Service delivery account management experience

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. 

From Fortune. 2025 Fortune Media IP Limited. All rights reserved. Used under license. 

Remote Work :

No

Employment Type :

Full-time