Senior Director, APJ Geo Support Leader

What you get to do in this role:

• This is a senior leadership role within the Global Technical Support organization, reporting to the Group Vice President of Customer Support (based in the US), with primary responsibilities in the Asia Pacific & Japan region (APJ).  These responsibilities include leading the Australia regulated market teams, the Japan & Korean Language Support teams, as well as geography specific responsibilities for the global Customer Support organization. These teams combined total over 70 employees and growing rapidly.

  Australia Regulated Market team:

• Provide leadership in line with organization values and company direction as it pertains to Australian regulated market sector.
• Support your team to ensure they are equipped and empowered to provide amazing customer service experience to our regulated market customers (government, etc.)
• Ensure we are following government and company laws and regulations.
• Due to the nature of work related to this position, the ideal ‘Sr. Director, APJ Geo Support Leader’ candidate will be able to obtain a Federal Government Clearance. The minimum requirement to obtain this clearance is to be an Australian citizen.
• Manage and Drive Key Business Metrics (KBMs) and Objectives and Key Results (OKRs): Lead the development, tracking, and reporting of KBMs and OKRs for your team, ensuring alignment with the organization's strategic goals. Collaborate with cross-functional teams to regularly monitor and report on progress to optimize performance and drive business outcomes.

• Japan & Korean Language Support:

• Providing leadership to our existing Japan language support team, as they provide world-class support in-line with the unique needs our Japanese customers.
• This team physically works in Japan (most from our Tokyo office), while our smaller Korean language support team is based in Sydney, Australia.
• This leader will ensure these teams are fully supported from a tooling/process perspective to support our Japanese customers ‘in-language’ wherever possible & will also ensure these teams are supported from a training/skills perspective.
• Manage and Drive Key Business Metrics (KBMs) and Objectives and Key Results (OKRs): Lead the development, tracking, and reporting of KBMs and OKRs for your team, ensuring alignment with the organization's strategic goals. Collaborate with cross-functional teams to regularly monitor and report on progress to optimize performance and drive business outcomes.

• Geography specific responsibilities include:

• Work as the general ‘Support’ liaison both inside the Support organization and outside.
• Inside the Support organization, this leader will ensure APJ-specific needs of support, across all support teams, are met including, but not limited to office/facilities needs, townhalls, helping organize team events, etc.
• Outside the Support organization this leader will be the primary point-of-contact to various go-to-market teams such as sales, professional services, customer success, etc.
• This leader will also serve as the region-specific escalation point for customer escalations that need senior leadership attention, but do not fit neatly into a specific Support SME team.

• As the primary decision-maker for the above areas of responsibility, you will lead these teams through situations offering strategic guidance and direction.  This role will be a key member of the global Support leadership team and will represent their group(s) to ensure alignment with overarching organizational goals and objectives.

   

  Additional Key Leadership Responsibility:

   

  Strategic Planning and Leadership:

• Develop and execute a strategic vision for the Regulated Market & Language Support Teams aligned with the larger CSS organization & the company's global objectives.
• Foster a culture of excellence, collaboration, and continuous improvement within the global support organization.

• Team Management and Development:

• Lead, mentor, and inspire a team of specialized support professionals distributed across the APJ region.
• Set performance targets, monitor progress, and provide regular feedback and coaching to team members.
• Partner with our corporate Education/Training team to develop training programs and initiatives to enhance the skills and expertise of the technical support staff.

• Customer Satisfaction and Relationship Management:

• Ensure our teams are meeting or exceeding customer expectations for responsiveness, technical expertise, issue resolution, and general customer care.
• Act as an escalation point for complex customer issues, ensuring timely and effective resolution.
• Build and maintain strong relationships with key customers, understanding their needs and providing tailored support solutions.

• Process Improvement and Optimization:

• Identify opportunities to streamline and optimize support processes, workflows, and tools to improve efficiency and effectiveness.
• Implement best practices and standards for knowledge sharing and collaboration within the global technical support organization.
• Drive initiatives to enhance the overall customer experience through continuous improvement and innovation.

• Resource Management and Capacity Planning:

• Manage resource allocation and staffing levels to ensure adequate coverage and support for the customers.
• Work closely with HR and talent acquisition teams to recruit, onboard, and retain top talent for the technical support organization.
• Represent your teams in annual capacity planning and resource forecasting to meet the evolving needs of the customer base.

• Performance Monitoring and Reporting:

• Establish, streamline and deliver on key performance indicators (KPIs), and service level agreements (SLAs) to monitor and measure the performance of support.
• Analyze data and metrics to identify trends, areas for improvement, and opportunities for enhancement.

• Continuous Learning and Industry Trends:

• Stay abreast of industry trends, emerging technologies, and best practices in SME support.
• Continuously assess and update support strategies and approaches to remain competitive and meet the evolving needs of the customers.

To be successful in this role you have:

• Over 15+ years of experience in Technical Support / Application Support, with a minimum of 7 years in leadership roles.
• Proven leadership and experience managing large Application Support Teams.
• Outstanding communication and presentation aptitude, capable of influencing and fostering consensus among diverse teams and stakeholders.
• Excellent problem-solving skills and a comprehensive understanding of various technologies.
• Deep understanding of enterprise software products and services, encompassing cloud-based platforms, SaaS, and PaaS.
• Exceptional talent development and leadership capabilities, with the capacity to oversee dispersed or virtual teams.
• Robust technical acumen, enabling close collaboration with top-tier engineering partners to develop strategies, address intricate system interdependencies, and construct robust and scalable solutions for both internal and customer-facing applications.
• Proven experience thriving in fast-paced, dynamic environments, showcasing adaptability to rapid change.
• Skilled transformational leader in planning and execution.
• Open to candidates both in Sydney and Tokyo. This is an in-office 2 day/wk position 

JV20

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 

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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 

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