Supportability and Release Readiness Manager

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.

Team & Role

The Supportability and Release Readiness Manager position is part of a global team who reports to the Senior Manager of Supportability and Readiness.  This position is critical to the support organization as we prepare the support teams for upcoming features, new products, and depreciation of existing features in an effort to provide an exceptional customer experience.

We are a fun and energetic team of technical experts who work cross functionally with development, product and support teams to understand technical features and provide support with an appropriate level of training at the right time. We proactively reduce case volume through a proven risk analysis process and our technical expertise.

What you get to do in this role:

• You will be responsible for ensuring our Global Technical Support Team is ready to support all existing and new releases in the assigned Business Area.   
• Work with Engineering Business Areas and product operations teams to implement the Transfer of Information (TOI) for support around new releases – identify and address risk items, key features, functionality changes, etc.
• You will be responsible for understanding the details of development, identification of training needs, identification of tooling needs, assessment of resource impacts, and identifying other mitigation activities to maximize customer satisfaction of the support received.
• You will be the single point of contact between engineering and Global Technical Support for the assigned products and applications. This includes overall supportability and the readiness of support for new releases.
• You will be working with Engineering and Support teams globally, and will be responsible for striving towards continuous improvement in key Support metrics including Customer Satisfaction, Time to Relief, Time to Resolve, Escalation Effectiveness, etc.
• Work with the global support delivery leaders to ensure that the application is being supported well, Backlog, headcount, knowledge training gaps, includes facilitating and leading initiatives to improve the customer experience.
• Be the point of contact from support with engineering, professional and product operations for the said applications and products.
• Represent Global Technical Support in the development and release process of new family versions, which include providing feedback on architecture design and operability of product features.
• You’ll identify problems other missed, make reasoned decisions with imperfect or ambiguous information, and be proactive in identifying the best path forward
• Advocate and champion design thinking and methodologies throughout the product development lifecycle.
• Work on new, complex, high-priority initiatives while remaining flexible and meeting tight deadlines
• Apply your breadth of experience to model, prototype, and iterate on our existing solutions

Required Qualifications:

• BA/BS degree or higher in Business Management, Computer Information Systems (CIS), Management Information Systems (MIS), Operations and Information Management (OIM) or other equivalent combination of education and experience.
• Experience working on and managing large projects or programs with cross-functional teams.
• Deliver solutions and strategies while mitigating or removing obstacles.
• Experience utilizing software to keep projects organized, track metrics, and report on progress.
• 3+ years of experience in Customer Support in a high-tech industry, preferably SaaS environments
• 2+ years of support services experience, including Technical Support operations and Release Management in a high-tech industry, preferably SaaS environments (ServiceNow, Salesforce, Workday, etc.)
• Exposure and working knowledge of Enterprise Customer Support environments using best practices such as ITIL. Experience on Service products, preferable ServiceNow like ITSM, ITBM, ITOM, etc.
• Excellent leadership skills with the ability to work independently and collaborative with cross functional organizations within ServiceNow
• Collaborate across multiple teams and functions. As such, demonstrated ability to work effectively with his/her peer group and leading by influence is an absolute must.
• Excellent interpersonal, written and oral communication skills, demonstrated by the ability to: listen to and empathize with others; convey confidence; provide exemplary levels of service; resolve conflict effectively; collaborate with, and facilitate groups.
• Outstanding presentation skills and ability to demonstrate value to stakeholders at various functional levels

Preferred Qualifications:

• 2+ years of project/program management experience in mid/large size companies, ideally on a design team
• Leads (or significantly contributes to) large, cross-functional initiatives – and creates successful outcomes
• Acts as a change ambassador by promoting and communicating new ideas to propel innovative and scalable solutions across our organization.
• Communicates with candor and empathy while sharing learnings from individual and team experiences to drive continual improvement for self and others
• Previous ServiceNow experience preferred

JV20

#SupportOps

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!

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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