Director, Technical Support

2 weeks ago

Dublin, Dublin City, Ireland Servicenow Full time
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:

  • 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.
  • Partner with other regional leaders to define and implement strategies to improve customer experience and grow and develop teams.
  • Own and bring to conclusion high-impact customer escalations by working with cross-teams.
  • Provide quarterly business updates to Senior Leadership.
  • Drive case management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences.
  • Manage major operations outages and communications to customers.
  • Evaluate current processes, technology and organizational skills and drive improvements that will enhance customer and employee experience.
  • Lead by example to cultivate and maintain a culture built on teamwork, collaboration, and customer focus.
  • Manage to 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. Applications for this position will close on January 17th.

Qualifications

To be successful in this role you have:

  • A minimum of 15+ years technical support and service management experience with a minimum of 10+ years in a people management role is required. Hands-on experience of managing managers leading multiple teams.
  • 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 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.

JV20

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

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.Learn more here.

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.

#J-18808-Ljbffr

  • FS Tax Directors

    3 weeks ago

    Dublin, Dublin City, Ireland Director File Full time

    Job Title: Financial Services Tax Director or Associate DirectorWe are working with the head of FS tax to help hire a Financial Services Tax Directors and Associate Directors to join their rapidly growing financial services tax team.Our client is a global firm with a presence in over 130 countries, a network of over 62,000 people, and close ties with a US...

  • Tax Directors and Associate Directors Wanted

    1 week ago

    Dublin, Dublin City, Ireland Director File Full time

    Tax Directors and Associate Directors Wanted - Dublin - Director File1 day agoJob title: FS Tax DirectorsDescriptionMain ResponsibilitiesAs a Financial Services Tax Director or Associate Director, you will be responsible for providing expert financial services tax advice to clients across a variety of sectors, including asset management, banking,...

  • FS Tax Director

    5 days ago

    Dublin, Dublin City, Ireland Director File Full time

    We are working with the head of FS tax to help hire a Financial Services Tax Directors and Associate Directors to join their rapidly growing financial services tax team.The firm is the fastest growing in Ireland with over 3000 people in 10 offices across Ireland, the Isle of Man, Gibraltar, and Bermuda, with a presence in over 130 countries worldwide,...

  • FS Tax Director

    3 days ago

    Dublin, Dublin City, Ireland Director File Full time

    We are working with the head of FS tax to help hire a Financial Services Tax Directors and Associate Directors to join their rapidly growing financial services tax team.The firm is the fastest growing in Ireland with over 3000 people in 10 offices across Ireland, the Isle of Man, Gibraltar, and Bermuda, with a presence in over 130 countries worldwide,...

  • Fs Tax Directors

    5 days ago

    Dublin, Dublin City, Ireland Director File Full time

    We are working with the head of FS tax to help hire a Financial Services Tax Directors and Associate Directors to join their rapidly growing financial services tax team.Our client is the fastest growing firm in Ireland and has over 3000 people in 10 offices across Ireland, the Isle of Man, Gibraltar, and Bermuda, with a presence in over 130 countries around...

  • FS Tax Directors

    2 weeks ago

    Dublin, Dublin City, Ireland Director File Full time

    We are working with the head of FS tax to help hire a Financial Services Tax Directors and Associate Directors to join their rapidly growing financial services tax team. Our client is the fastest growing firm in Ireland and has over 3000 people in 10 offices across Ireland, the Isle of Man, Gibraltar, and Bermuda, with a presence in over 130 countries around...

  • Tax Director Lead

    2 days ago

    Dublin, Dublin City, Ireland Director File Full time

    We are collaborating with the head of FS tax to help hire a Financial Services Tax Directors and Associate Directors to join their rapidly expanding financial services tax team.Our partner is the fastest-growing firm in Ireland, boasting over 3000 employees across 10 offices worldwide, with close ties to a prominent US firm.As a Financial Services Tax...

  • Tax Directors and Associate Directors Wanted

    2 weeks ago

    Dublin, Dublin City, Ireland Director File Full time

    Main ResponsibilitiesAs a Financial Services Tax Director or Associate Director, you will be responsible for providing expert financial services tax advice to clients across a variety of sectors, including asset management, banking, securitisation, aviation finance and leasing, insurance and fintech. This includes identifying opportunities for clients,...

  • Tax Director Financial Services

    3 weeks ago

    Dublin, Dublin City, Ireland Director File Full time

    Join a Dynamic TeamOur client is seeking a highly skilled Financial Services Tax Director or Associate Director to join their rapidly growing team. As a key member, you will play a crucial role in shaping the future of the organization.Key Responsibilities- Provide expert financial services tax advice to clients across various sectors.- Support clients with...

  • Financial Services Tax Director

    5 days ago

    Dublin, Dublin City, Ireland Director File Full time

    Company OverviewThe organization is the fastest-growing firm in Ireland, boasting a presence in over 130 countries globally. With a global network of more than 62,000 people and strong ties with a US-based firm, it provides unparalleled opportunities for growth and development.Salary and BenefitsThis role attracts a competitive remuneration package,...

  • Director of FS Tax Advisory

    3 days ago

    Dublin, Dublin City, Ireland Director File Full time

    We are seeking a highly experienced Financial Services Tax Director or Associate Director to join our dynamic team. In this role, you will be responsible for developing solutions to increasingly complex technical issues and leading a team in performing assignments on a day-to-day basis.Main ObjectivesTo develop and implement financial services tax strategies...

  • FS Tax Director Role

    3 days ago

    Dublin, Dublin City, Ireland Director File Full time

    We are working with the head of FS tax to help hire a Financial Services Tax Directors and Associate Directors to join their rapidly growing financial services tax team. As a key member of the team, you will be responsible for developing solutions to increasingly complex technical issues.Job DescriptionDeveloping and implementing financial services tax...

  • Technical Support Director

    2 weeks ago

    Dublin, Dublin City, Ireland Intercom Full time

    We're looking for a Technical Support Director to join our team at Intercom. As a Technical Support Director, you will be responsible for leading a team of Technical Support Specialists and Technical Support Engineers while managing all aspects of delivering an exceptional customer experience for our customers.The ideal candidate will have 4+ years of...

  • Director of Tax and Financial Services

    2 weeks ago

    Dublin, Dublin City, Ireland Director File Full time

    This leadership position offers a unique chance to contribute to our financial services tax strategy as a Director of Financial Services Tax Strategy, providing expert guidance to clients.Our organization is a global leader in the financial services sector, boasting expertise in asset management, banking, securitisation, aviation finance and leasing,...

  • Director Positions Available

    1 week ago

    Dublin, Dublin City, Ireland Director File Full time

    What We OfferAt Director File, we offer a competitive salary and benefits package to our Financial Services Tax Directors and Associate Directors. In addition, we provide professional development opportunities and a supportive team environment.Key RequirementsThe ideal candidate will have a strong background in financial services tax and experience in...

  • Tax Services Director in Financial Sector

    3 days ago

    Dublin, Dublin City, Ireland Director File Full time

    About Our ExpertiseAt Director File, we offer a unique blend of financial services tax expertise and global reach. Our team of experienced professionals is dedicated to providing top-notch services to clients worldwide.We have a strong presence in over 130 countries and a network of over 62,000 professionals. Our partnerships with other firms enable us to...

  • Director of Financial Services Tax Advisory

    5 days ago

    Dublin, Dublin City, Ireland Director File Full time

    Role SummaryWe are looking for a highly experienced Financial Services Tax Director to lead our financial services tax team. The successful candidate will have a strong track record of delivering financial services tax services to clients across various sectors. They will be responsible for developing and presenting solutions to complex technical issues and...

  • Technical Support Director

    1 week ago

    Dublin, Dublin City, Ireland TN Ireland Full time

    About the RoleThe Technical Support Director will lead and manage the Technical Support Team within TN Ireland, ensuring high levels of competence, motivation, commitment, and efficiency.Responsibilities include managing supplier KPI meetings, coordinating missing stock results monitoring, and driving continuous improvement in Quality Systems Management.The...

  • Financial Services Tax Strategist

    1 week ago

    Dublin, Dublin City, Ireland Director File Full time

    OverviewWe are working with the head of FS tax to help hire a Financial Services Tax Directors and Associate Directors to join their rapidly growing financial services tax team. Our client is the fastest growing firm in Ireland with a presence in over 130 countries around the world, a global network of over 62,000 people and close ties with the US firm.As...

  • Financial Services Tax Strategist

    5 days ago

    Dublin, Dublin City, Ireland Director File Full time

    OverviewWe are working with the head of FS tax to help hire a Financial Services Tax Directors and Associate Directors to join their rapidly growing financial services tax team. Our client is the fastest growing firm in Ireland with a presence in over 130 countries around the world, a global network of over 62,000 people and close ties with the US firm.As...