Senior Manager, Technical Support Management - Regulated Market at ServiceNow

What you get to do in this role: • Profound knowledge and experience in managing and exceeding Support KPIs and critical Technical Support Metrics including Customer Satisfaction, Time to Relief/Resolution (TTRf/TTR), reducing backlogs., increasing efficiency, and implementing/upholding change management, etc. • Responsible for People Management, including hiring, improving productivity, promoting employee morale, allocating and utilizing resources efficiently, motivating teams, 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, Development, and Operations teams • 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. • Participate in weekend and holiday on-call rotation as required. • Evaluate current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement.  • Lead by example to cultivate and maintain a culture built on teamwork, collaboration, and customer focus. • Manage to the company’s and department’s vision, goals, mission and values.