Company Description
ServiceNow is making the world of work, work better for people. Our cloud-based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®
We're looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.
Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.
Job Description
The ServiceNow Customer Service and Support team provides services and support for all ServiceNow customers ranging from small to large enterprise customers, managed service providers and internal customers on the ServiceNow platform's suite of workflow products. The Support team consists of customer service agents, technical support engineers, support account managers, escalation managers and operations personnel distributed across the world. As the Vice President of Support Operations, you will lead a global team that builds programs and processes to effectively and efficiently scale our operations. You will be managing teams that innovate, lead programs, define global processes, drive operational rigor and deliver tools to reduce customer and employee effort.
What you get to do in this role:

• Develop and implement operational strategy to effectively scale customer service and support as the business grows
• Partner with senior support leadership to understand current needs and assess future needs
• Evolve and mature an established Global Support Operations team with a culture of customer advocacy and accountability, measured through objective performance data, NPS and customer effort scores
• Operate cross-functionally, specifically coordinating the efforts of our IT, Product Operations and Global Cloud Services teams to deliver outstanding customer and employee experiences that leverage the ServiceNow platform and Customer Service products
• Drive operational rigor within the organization, while finding areas to streamline and optimize by taking the time to understand the "how"
• Lead a culture of continuous improvement and innovation as it relates to methods, tools, and processes for global operations
• Manage the global support applications ecosystem and service enablement programs, including support portals, workforce management systems, diagnostic tools, support analytics and case quality
• Be a critical stakeholder in forecasting and budgeting for global technical support teams and tracking the actual performance against budget
• Lead from the front and embody our humble and hungry culture in interactions, communications, and decisions
• Foster our diversity, inclusion and belonging (DIBs) culture by building awareness, adopting frameworks and methods to help people bring their whole selves to work
• Develop, mentor, and provide constructive feedback to individuals and managers within the organization to enable people to do their best work

Qualifications
To be successful in this role you have:

• Bachelor's degree in Engineering, Computer Science, Process Engineering, or equivalent practical experience; MBA or Master's degree in Business, Engineering, Computer Science, or Process Engineering preferred
• 15 years of experience in a customer-facing operations role at a technology company
• MBA or Master's degree in Business, Engineering, Computer Science, or Process Engineering
• Management experience in technical programs, quality, and operations
• Experience in cloud computing, enterprise software, security, storage, or network services
• Track record of driving programs, transformative change and a customer-first culture throughout a large, globally distributed organization
• Demonstrated strategic and tactical thinking, quantitative and analytical, problem resolution and decision-making skills while under pressure

Additional Information
ServiceNow is an Equal Employment 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.
All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page to learn more.
If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.
For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.
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