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Dir – Customer Support Mgmt
Posted on 12/22/2022
INACTIVE
Locations
Staines-upon-Thames, UK
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Management
Salesforce
Communications
Requirements
  • At least 15 years of support services experience, including Customer Support operations and Release Management in a high-tech industry, preferably SaaS environments (ServiceNow, Salesforce, Workday, etc.). At least 5+ years of management experience in a Customer Support function
  • Strong experience in people management is desired - ability to hire competent performing people, taking responsibility for decisions and actions, manage functional responsibility and directs the work of others, and challenges employees to take responsibility for their performance / development
  • Experience working in Technical Enterprise Customer Support environments and/or ITIL
  • Ability to support or manage and implement project tasks/projects. Ability to influence and leverage behavior for benefit of the project
  • Excellent leadership skills with the ability to work independently and collaborative with cross functional organizations within ServiceNow
  • Collaborate across multiple teams and functions. As such, demonstrated ability to work effectively with his/her peer group and leading by influence is an absolute must
  • Excellent interpersonal, written and oral communication skills, demonstrated by the ability to: listen to and empathize with others; convey confidence; provide exemplary levels of service; resolve conflict effectively; collaborate with, and facilitate groups
  • Proven ability to maintain a professional demeanor when handling complex user issues and implement/manage governance process to cater to the needs of customers and eco-system partners
  • Dynamic, energetic, motivated, positive outlook with the ability to multi-task and prioritize responsibilities
Responsibilities
  • Lead a global team of support release managers to effectively manage support release readiness programs and initiatives for Customer Support
  • Lead programs targeted to support key cross-functional initiatives while driving resolution of problems, change in strategic direction, optimization of operational effectiveness, communication, compliance, quality, systems rollout and education/training coordination
  • Lead and build an effective and highly functioning team; this includes hiring, measuring performance, coaching and resource management
  • Communicate and drive execution of the Support Release Strategy for the organization
  • Assess current systems, best practices, quality, service and introduce improvements to ensure operations stays in line with growing Business needs
  • Provide direction and governance to Support Delivery and Release Readiness teams and have ongoing reviews with engineering and problem management teams, address any escalated incidents that require Engineering participation, tackle any knowledge gaps, look at engineering tasks from support as well as discuss incidents (INTs) that are likely to be escalated and put proactive steps in place to address
  • Be the escalation point from support with engineering, professional services and product operations for the said applications and products
  • Actively participate with the BU in meetings to provide an overview of the customer experience -Incident tasks, areas of concern, education, problems etc
  • Represent Customer Support in the development and release process of new family versions, which include providing feedback on architecture design and operability of product features
  • Work with Engineering BU's and product operations teams to implement the Transfer of Information (TOI) for support around new releases - identify and address risk items, key features, functionality changes, etc
  • Work with engineering on critical escalations for the specific areas and ensure the respective support delivery teams have the right knowledge and technical skill; organize training, as needed, to bridge any support knowledge gaps
  • Work with the global delivery SME leaders to ensure that the application is being supported well - CSAT, Backlog, headcount, knowledge training gaps, includes facilitating and leading initiatives to improve the customer experience
  • Develop and deliver a QBR to the Support delivery team
ServiceNow

10,001+ employees

Cloud-based enterprise operation solutions
Company Overview
ServiceNow’s mission is to transform IT to revolutionize the enterprise by placing a service-oriented lens on the activities, tasks, and processes that make up day-to-day work life. The company is committed to helping modern enterprises operate faster and become more scalable through their platform that optimizes processes, makes work more intuitive, and discovers insights that create new value.
Benefits
  • Generous family leave
  • Flexible PTO
  • Matched Donations
  • Retirement benefits
  • Annual learning stipends
  • Paid volunteer time
Company Core Values
  • Wow our customers
  • Win as a team
  • Create belonging
  • Stay hungry and humble