Senior Manager, Technical Support Management

What you get to do in this role:

• 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.
• Responsible for People Management including 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.
• 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.
• 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 doneattitude 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 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.

Due to Government of Canada regulatory requirements this position requires the successful completion of a Government of Canada Reliability Status screening as a condition of employment. The screening process requires 5 years of verifiable background history. This includes identity verification education verification a criminal record check and a credit check. Candidates must be eligible to obtain and maintain Reliability Status which generally requires Canadian citizenship or Canadian permanent resident status.  Employment is contingent upon successful completion and maintenance of the required screening.

Working Hours: Standard working hours for this role are expected to align with 8:00am - 5:00 pm Monday through Friday subject to applicable provincial employment standards and overtime requirements. 

Rotational / Non-Standard Hours: This role may require participation in a rotational schedule that includes non-standard business hours weekends and statutory holidays.  Any such work will be scheduled and compensated in accordance with applicable provincial employment standards and company policy. 

*This team provides 24x7 operational support.  The role may include scheduled shift work overnight coverage and/or participation in an on-call rotation in accordance with applicable employment standards and company policies regarding hours of work overtime and on-call compensation.

JV20

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. 

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Remote Work :

No

Employment Type :

Full-time