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Manager, Technical Support Management

Element AI

IT, Customer Service

Heredia Province, Heredia, Costa Rica

Posted on Dec 11, 2024

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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. 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

ServiceNow, The Enterprise IT Cloud Company, is the industry-leading cloud platform provider for building enterprise applications. We are redefining markets and changing the perception of enterprise software. Our cloud platform allows enterprise IT to bring together business strategy, application design and operations in a powerfully simple solution.

To sustain our explosive growth, we are looking for drivers—people who thrive on responsibility and live for the next big challenge. We seek to employ the brightest and most forward-thinking talent on the planet, and we want to hire people who have their best work ahead of them, not behind them. Accelerate your career and succeed in an environment where you can make an impact daily. We invite you to join in to stand out.

ServiceNow is currently seeking a Service Delivery Manager in our Technical Support team in Orlando, Florida. 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, and 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.
Responsible for People Management – Hiring, productivity, employee morale, resource allocation and utilization, team motivation, attrition, and training.
Own and bring to conclusion customer escalations by working with cross-teams in Support, development, and operations teams.
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.

Qualifications

To be successful in this role you have:

Proficiency in Portuguese, English, and Spanish is required, encompassing fluent abilities in reading, writing, and speaking.
A minimum of 6 years of technical support and service management experience with a minimum of 3-4 years in a supervisory 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 Mindset 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.

Background

The ServiceNow enterprise IT Service Management platform combines ITIL process support and SaaS delivery to provide a flexible, intuitive, and self-managing application in the cloud. Founded in 2004, ServiceNow has a forward-thinking business model and leading-edge technologies. According to the 2010 Inc. 500 list, ServiceNow is one of the ten fastest-growing software companies. For more information, please visit ServiceNow or Demo.Servicenow.com to check out a fully functional instance of our software.

Work Environment

We are a dynamic and rapidly growing software company with a strong sense of dedication to our customers. We work hard but try not to take ourselves too seriously. We provide competitive compensation, generous benefits, and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong in 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.

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 [email protected] 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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