ServiceNow
Information Technology And Services
Manager,TechnicalSupportManagement-RegulatedMarket
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“Manager, Technical Support Management - Regulated Market at ServiceNow. Skills: Technical Support, Service Management, Team Leadership. Manage and exceed Support KPI’s. Hire, develop, and build a technical team”
What You'll Achieve.
Exceeding Support KPI’s; Critical Technical Support Metrics - CSAT, Time to Resolution (TTR), Backlogs; Ongoing enhanced customer experiences; Drive efficient, innovative operations; Contain expenses
Industry & Context.
analytical and problem-solving skills
Government of Canada Reliability Status screening required, 5 years of verifiable background history for screening, Identity verification, Education verification, Criminal record check, Credit check, Eligible to obtain and maintain Reliability Status, Canadian citizenship or Canadian permanent resident status, Participate in weekend and holiday on-call rotation, 24x7 operational support, Scheduled shift work, Overnight coverage, On-call rotation
What They're Looking For.
Must Have
6 years technical support and service management experience, 3-4 years in supervisory role, 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, Get it done attitude, 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, 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
What You'll Do.
Manage and exceed Support KPI’s
and build a technical team
Oversight of Change Management
Own and conclude customer escalations
Drive daily incident management success
Represent the Platform
Product and ServiceNow effectively
Manage major operations outages and communications
Participate in weekend and holiday on-call rotation
Evaluate current processes
and organizational skills
Lead by example to cultivate teamwork and collaboration
Manage to company and department vision
How You'll Work.
Team & Collaboration
working with cross-teams in Support, development and operations team; Leading by example to 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
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