Manager, Technical Support Management

5 days ago

Dublin, Dublin City, Ireland ServiceNow Full time

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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. Today, ServiceNow is a global market leader, providing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our cloud-based platform connects people, systems, and processes to empower organizations to work smarter, faster, and better. Join us as we pursue our mission to make the world work better for everyone.

Job Description

What you will do in this role:

  1. Manage and exceed Support KPIs and critical Technical Support Metrics such as CSAT, TTR, and Backlogs.
  2. Lead hiring, development, and building of a technical support team.
  3. Oversee and participate in Change Management related to Customer Support.
  4. Cultivate a culture of teamwork and collaboration.
  5. Handle customer escalations by collaborating with Support, Development, and Operations teams.
  6. Drive incident management success from detection to resolution, enhancing customer experience.
  7. Represent the Platform, Product, and ServiceNow to customers effectively.
  8. Manage major outages and communicate with customers.
  9. Participate in weekend and holiday on-call rotations as needed.
  10. Evaluate current processes and technologies for improvements and opportunities.
  11. Align team efforts with company and department values and vision.

Qualifications

To succeed in this role, you should have:

  1. Experience with AI integration in work processes, decision-making, or problem-solving.
  2. At least 6 years of technical support and service management experience, with 3-4 years in a supervisory role.
  3. Experience managing enterprise support in large, complex, web-based environments.
  4. Proven success in delivering support metrics and managing support teams.
  5. A customer-first mindset and a proactive, results-oriented attitude.
  6. Exceptional customer care skills, both internally and externally.
  7. Ability to develop and implement operational programs to improve efficiency and reduce costs.
  8. Leadership skills to drive change and gain support for initiatives.
  9. Integrity, fairness, dependability, and high ethical standards.
  10. Strong analytical, problem-solving, and communication skills.

Additional Information

We support flexible work arrangements based on job roles. ServiceNow is an equal opportunity employer that values diversity and inclusion. If you require accommodations during the application process, contact globaltalentss@servicenow.com. Certain positions may require export control approval. All employment is contingent upon obtaining necessary export licenses.

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