ServiceNow
We deliver digital workflows that create great experiences and unlock productivity.
San Francisco, CA

VP, Support Operations at ServiceNow

| San Francisco, CA
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Company Description
ServiceNow is making the world of work, work better for people. Our cloud-based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®
We're looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.
Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.
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 Operations, 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 and accountability, measured through objective performance data, NPS and customer effort 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
  • Be a critical stakeholder in forecasting and budgeting for global technical support teams and tracking the actual performance against budget
  • 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
  • MBA or Master's degree in Business, Engineering, Computer Science, or Process Engineering
  • Management experience in technical programs, quality, and operations
  • Experience in cloud computing, enterprise software, security, storage, or network services
  • 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

Additional Information
ServiceNow is an Equal Employment 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.
All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page to learn more.
If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.
For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.
Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site .
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What are ServiceNow Perks + Benefits

ServiceNow Benefits Overview

We make work better for people—including our own. From work environments that help us do our best work, to benefits and a culture that encourage employees to stay healthy, happy, engaged, and growing, we keep our people at the center of everything we do.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Parking
Professional Development Benefits
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Online course subscriptions available

An Insider's view of ServiceNow

What’s the vibe like in the office?

This is an idea space. It’s a place where we’re all operating on the same wavelength. We’re all interested in what we’re working on, right? And you hear it in people’s voices. You see it in people’s work.

Juan

Software Developer

What does your typical day look like?

There’s never a day where I don’t feel like I’m doing something purposeful or valuable to my team or company.

Mica

Business Systems Analyst

How does the company support your career growth?

It’s a good place to be in, in that it’s a company that’s growing very fast, but it doesn’t have that big company feel. You don’t feel like a number in a system and you can articulate and know where you want to go. There are people here who can help you get there.

Christian

Account Executive

What’s the vibe like in the office?

ServiceNow is unique because the people in this company are so incredibly special and unique. I can't think of enough kind words and amazing words to say about them. They really are my family.

Melanie

Senior Manager, Global Sales Development

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