VP, Support Technology & Services

Company 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.
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 Technology & Services 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, hospitality and accountability, measured through objective performance data, net promoter, and customer satisfaction 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
• 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
• Management experience in technical programs, quality, and operations
• Experience in cloud computing or enterprise software
• 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
• Proven experience in leading a global team with a growth and collaborative mindset

JV20
Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!
For positions in the Bay Area, we offer a base pay of $248,100 - $421,900, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location.
Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here .
Equal Opportunity Employer
ServiceNow is an equal 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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