Senior Manager, Technical Support Management

ServiceNow (Amsterdam NH, Nederland) 3 dagen geleden gepost

Senior Manager, Technical Support
Location(s): Amsterdam, Netherlands

This position reports to:  Senior Manager, Technical Support

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 and be more 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 companies driving 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.

ServiceNow is currently seeking a Senior Manager for our Technical Support team in Amsterdam, Netherlands. The successful candidate will manage a team within our growing Technical Support organization. This includes providing leadership to the team's technical staff, interfacing with Development on customer impacting enhancements and fixes, recruiting and development of support staff, guiding and exceeding team metrics. 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  

  • Profound knowledge and experience in managing and exceeding Support KPI’s and critical Technical Support Metrics - CSAT, Time to Resolution (TTR), Backlogs, etc.
  • Lead efforts to hire and maintain the User Experience Technologies team.
  • Oversight and participation in Change Management as it relates to Customer Support.
  • Leading by example to cultivate and maintain a culture built on teamwork and collaboration.
  • Own and bring to conclusion customer escalations by working with cross-teams in Support, development and operations team
  • Drive daily incident 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 customers.
  • Manage major operations outages and communications to the customers
  • Participate in weekend and holiday on-call rotation as required.
  • Evaluation of current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement.
  • Leading by example to cultivate and maintain a culture built on teamwork and collaboration.
  • Manage to the company and department’s vision, mission and values.

 Experience

  • A minimum of 8+ years technical support and service management experience with a minimum of 4+ years in people management role is required.
  • Experience managing Enterprise support in a large and complex environment in a web based service and technology
  • Proven capability of having successfully delivered on support metrics and managed support team.
  • Customer first Mind set and a “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.
  • Ability to lead change by effectively building commitment and winning support for initiatives.
  • A trustworthy leader with a reputation for fairness, dependability and adherence to high ethical standards.  Strong analytical and problem-solving skills.
  • Excellent communication skills, both oral and written.

Work Environment  

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 on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business. We provide competitive compensation, generous benefits, and a professional atmosphere.


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