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ServiceNow Managed Services Technical Lead
3 months ago
As a ServiceNow Managed Services Technical Lead in Konversational, you will be delivering both proactive and reactive support services for a wide range of customers and, act as a central point of contact for all support-related activities for designated customers. You will be managing a highly skilled team delivering a high-quality service.
Konversational is a boutique consultancy which delivers a new level of customer experience expertise that helps brands accelerate their digital transformation, through the ServiceNow platform.
Why work with us?
We work hard but try not to take ourselves too seriously. We are passionate about customer experience, we have high expectations, and it’s an incredibly exciting time to join our team as we scale. Excited? You should be…
About you:
- Located in UK or Ireland, with possibility to work hybrid from office 2 times per week.
- You have technical delivery and support experience of working on ServiceNow platform including, but not limited to CSM & ITSM.
- Comfortable presenting to all levels of management, including C-Level stakeholders.
- Experience dealing with technical support teams.
- Fundamental understanding of ITSM in enterprise environments and global deployments.
- Working knowledge of ITIL incident, change, problem and release management process and procedures.
- Ability to effectively multi-task across a variety of engagements, meeting tight schedules in a fast paced environment to minimize problem impact on the customers.
- Analytical problem solver.
- Growth & collaborative mindset.
You’ll be doing things like:
- Lead the team to deliver business value and solutions by understanding and aligning ServiceNow applications, features, and benefits as it relates to our customer needs.
- Drive regular scheduled customer conference calls and customer meetings to ensure the continual flow of information with timely updates on all open cases, changes, problems, and on-going projects.
- Coordinate management, documentation and reporting on performance against service level agreements (SLA's) and where SLA’s are not being met document and oversee an action plan that will result in meeting and exceeding those commitments routinely.
- Review open cases, problems and changes by communicating aligned priorities to assigned Konversational team, in order to ensure a timely response and resolution.
- Act as an escalation point for customer impacting business critical issues.
You are the person we are looking for if you have:
- Proficient understanding of ServiceNow products & services (or similar) as well as digital based technologies.
- Certified ITSM and/or CSM Implementation Specialist is nice to have.
- Technical support and/or consultancy experience with enterprise-level SaaS software solutions.
- Excellent problem-solving skills and ability to rapidly learn new technologies and tool sets.
Life at Konversational
We are a rapidly scaling boutique consultancy and offer the chance to work alongside top tier colleagues, along with opportunities to push your own limit.
Most importantly, we treat our people equally, fairly and give them the freedom and autonomy to make an impact at work and ultimately to brands across the globe as we build the future together.
