Manager, Major Incident Management

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This position reports to: Senior Manager, Major Incident Management.

Our Major Incident Management (MIM) team is responsible for leading and managing critical situations by restoring service for customers experiencing business-impacting situations as quickly as possible. The team ensures the appropriate resources are engaged and provides effective, timely communications to our customers and internal stakeholders.

We are currently seeking a Manager to lead our AMS (Orlando) Major Incident Management team.

The team operates in a 24x7 environment that is responsible for ensuring ServiceNow acts as one company and that all key lines of business maintain a focus during major customer-impacting situations. The Manager operates as a player/coach with the team while they orchestrate the response during major incidents.

ServiceNow, The Enterprise IT Cloud Company, is the industry-leading cloud platform provider for building enterprise applications. We are redefining markets and changing the perception of enterprise software. Our cloud platform allows enterprise IT to combine business strategy, application design and operations in a powerfully simple solution.

To sustain our explosive growth, we are looking for drivers-people who thrive on responsibility and live for the next big challenge. We seek to employ the brightest and most forward-thinking talent on the planet, and we want to hire people who have their best work ahead of them, not behind them. Accelerate your career and succeed in an environment where you can make an impact daily. We invite you to join us and stand out.

Successful candidates will be invited to collaborate with a global leadership team on process improvements and strategic initiatives including the opportunity to work with ServiceNow Impact teams.

What you get to do in this role:

• Lead the AMS (Orlando) team of Major Incident Managers to ensure flawless execution of the critical incident resolution process, with transparent communication that drives very high levels of internal/external customer satisfaction.

• Be a servant leader who is devoted to making individuals in their team successful through effective coaching and mentoring via regular touchpoints.

• Foster the highest level of commitment among our people through transparent communication about business challenges, successes, and results.

• Creates an environment that encourages people to think, behave, take action and control work, and make decisions to attain clear goals.

• Evaluation of current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement.

• Responsible for People Management - Attrition management, productivity, employee morale, resource allocation and utilization, team motivation and skills training.

• Manage and report ongoing CritSit metrics.

• Create and maintain recovery playbooks for commonly occurring customer patterns and issues.

• Focus on quality of service and process development with continuous improvement and corrective action.

• Closely partner and collaborate with Infrastructure, Engineering, Operations, Technical Support, and Sales Leadership to ensure process alignment across the business.

• Conduct post-event analysis with engineering teams to prevent future occurrences.

• Deliver consistent communication to the senior leadership team and customers.

• Perform other duties and projects as assigned.

To be successful in this role, we need someone who has the following:

• Minimum of 5 years of experience in tech services/support, Escalation Management, Incident Response, and/or Critical/Crisis situations for technical customer escalations and 5+ years in a people management role.

• Bachelor's degree in business, computer science, engineering, or related field or equivalent experience.

• Highly collaborative, patient, and transparent; able to develop strong working relationships across matrixed teams.

• Extensive experience supporting and managing technical environments; demonstrated leadership skills under fast-paced, highly dynamic situations.

• Exceptional C-Level written and verbal communication skills, able to develop and tailor appropriate communications for the audience.

• The candidate must be technically literate and able to articulate technical issues meaningfully to engineers and executive-level management.

• A team player who is influential and builds good working relationships across all functions.

• Excellent project management skills, including demonstrated ability to manage projects across teams where influencing skills are required.

• Ability to lead change by effectively building commitment and winning support for initiatives.

• A trustworthy leader with a reputation for fairness, dependability, and adherence to high ethical standards. Strong analytical and problem-solving skills.

• A high-energy, entrepreneurial self-starter, independent decision maker, and risk-taker who sets steep personal and business goals and successfully develops and executes plans to achieve them.

• Understanding ServiceNow's product offerings is strongly preferred.

• This role requires regular in-office presence to enhance collaboration and foster strong team building

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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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here (~~~) to learn about our work personas: flexible, remote and required-in-office.

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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.

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