ServiceNow
Information Technology And Services
Manager,TechnicalSupportManagement-RegulatedMarket
Neural analysis suggests this role is
optimal for not-applicable candidates.
“Manager, Technical Support Management - Regulated Market at ServiceNow. Skills: technical support management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement. managing and exceeding Support KPI’s and critical Technical Support Metrics - CSAT, Time to Resolution (TTR), Backlogs etc.. hire, develop, and build a technical team.”
What You'll Achieve.
managing and exceeding Support KPI’s and critical Technical Support Metrics - CSAT, Time to Resolution (TTR), Backlogs etc.; drive daily incident management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences.; drive efficient, innovative operations and contain expenses.
Industry & Context.
analytical and problem-solving skills.
Participate in weekend and holiday on-call rotation as required., Government of Canada Reliability Status screening as a condition of employment., 5 years of verifiable background history., identity verification, education verification, a criminal record check, and a credit check., Candidates must be eligible to obtain and maintain Reliability Status, which generally requires Canadian citizenship or Canadian permanent resident status., Employment is contingent upon successful completion and maintenance of the required screening., This team provides 24x7 operational support., The role may include scheduled shift work, overnight coverage, and/or participation in an on-call rotation.
What They're Looking For.
Must Have
A minimum of 6 years technical support and service management experience with a minimum of 3-4 years in 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 Mind set 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., analytical and problem-solving skills., Excellent communication skills, both oral and written., Canadian citizenship or Canadian permanent resident status.
Nice to Have
Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
What You'll Do.
managing and exceeding Support KPI’s and critical Technical Support Metrics - CSAT
Time to Resolution (TTR)
and build a technical team.
Oversight and participation in Change Management as it relates to Customer Support.
Own and bring to conclusion customer escalations by working with cross-teams in Support
development and operations team.
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.
Evaluation of current processes
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
How You'll Work.
Team & Collaboration
working with cross-teams in Support, development and operations team.; cultivate and maintain a culture built on teamwork and collaboration.
Communication Scope
Excellent communication skills, both oral and written.
Full Job 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. What you get to do in this role: * Profound knowledge and experience in managing and exceeding Support KPI’s and critical Technical Support Metrics - CSAT, Time to Resolution (TTR), Backlogs etc. * Lead efforts to hire, develop, and build a technical team. * Oversight and participation in Change Management as it relates to Customer Support. * Own and bring to conclusion customer escalations by working with cross-teams in Support, development and operations team. * 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: * Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating work
Applying for this Manager, Technical Support Management - Regulated Market role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on SmartRecruiters
- SmartRecruiters often includes a video screening step — check camera and mic permissions.
- Link your GitHub or portfolio directly in the profile section for technical roles.
- Applications may be reviewed by AI scoring before reaching a recruiter — use keywords from the job description.
ANONYMOUS · UNFILTERED
What do employees actually say about ServiceNow?
Real rants from real employees. Read before you apply.