ServiceNow
Information Technology And Services
SeniorManager,TechnicalSupportManagementRegulatedMarket
“Senior Manager, Technical Support Management - Regulated Market at ServiceNow. Skills: Technical Support Management, People Management, Customer Escalations, Change Management. Managing and exceeding Support KPIs and critical Technical Support Metrics. People Management, including hiring, improving productivity, promoting employee morale, allocating and utilizing resources efficiently, motivating teams, and managing attrition and training”
What You'll Achieve.
exceeding Support KPIs; reducing backlogs; increasing efficiency; ongoing enhanced customer experiences
Industry & Context.
technical, strategic, analytical and problem-solving skills
Participate in weekend and holiday on-call rotation as required, 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, This team provides 24x7 operational support, role may include scheduled shift work, overnight coverage, and/or participation in an on-call rotation
What They're Looking For.
Must Have
minimum of 8+ years technical support and service management experience, minimum of 6+ years in a people management role, Experience managing enterprise support in a large and complex environment with web-based services and technologies, Proven capability of having successfully delivered on support metrics and managing a support team, Customer-first mindset, positive “ 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, Experience in being a trustworthy leader with a reputation for fairness, dependability and adherence to high ethical standards, technical, strategic, analytical and problem-solving skills, Excellent communication and presentation 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.
Managing and exceeding Support KPIs and critical Technical Support Metrics
improving productivity
promoting employee morale
allocating and utilizing resources efficiently
and managing attrition and training
Participate in and provide oversight to Change Management as it relates to Customer and Technical Support
Own and bring to conclusion customer escalations by working with cross-teams in Support
Drive daily case 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 internal and external customers
Manage major operations outages and communications to the customers
Evaluate current processes
and organizational skills to identify areas of improvement and opportunities for advancement
Lead by example to cultivate and maintain a culture built on teamwork
Manage to the company’s and department’s vision
How You'll Work.
Team & Collaboration
working with cross-teams in Support, Development, and Operations teams; cultivate and maintain a culture built on teamwork, collaboration
Communication Scope
Excellent communication and presentation skills, both oral and written
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