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ServiceNow is seeking a leader with profound knowledge and experience in managing and exceeding Support KPIs and critical Technical Support Metrics such as CSAT, Time to Resolution (TTR), and Backlogs. The role involves leading efforts to hire, develop, and build a technical team, overseeing Change Management as it relates to Customer Support, and cultivating a culture built on teamwork and collaboration. The successful candidate will own and bring to conclusion customer escalations by working with cross-teams in Support, development, and operations. Additionally, the role requires driving daily incident management success from detection to resolution, managing major operations outages, and evaluating current processes for improvement. The candidate will represent the Platform, Product, and ServiceNow effectively with customers and participate in weekend and holiday on-call rotations as required.
