Director – Careers In Service Manchester

Overview

Position Title: Director

Company: ServiceNow

Location: Manchester, UK

Job Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

Responsibilities:

• Partner with other regional leaders to define and implement strategies to improve customer experience and grow and develop teams.
• Own and bring to conclusion high-impact customer escalations by working with cross-teams.
• Provide quarterly business updates to Senior Leadership.
• Drive case management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences.
• Manage major operations outages and communications to customers.
• Evaluate current processes, technology and organizational skills and drive improvements that will enhance customer and employee experience.
• 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.
• Participate in weekend and holiday on-call rotation as required.

Requirements:

• 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 and a positive “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.
• Aptitude with reporting and analytics tools including Tableau and Excel is essential.
• 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.
• Strong technical, strategic, analytical and problem-solving skills.