Senior Manager Developer Productivity Support

Company: Servicenow
Location: San Diego
Posted on: September 21, 2023

Job Description:

Company DescriptionAt ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. With more than 7,700+ customers, we serve approximately 85% of the Fortune 500 -, and we're proud to be one of FORTUNE 100 Best Companies to Work For - and World's Most Admired Companies---. Learn more on and about their experiences working at ServiceNow. Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.Job DescriptionWhat you get to do in this role:

• Lead efforts to hire, develop, and build a technically proficient first-line developer productivity support team.
• Demonstrate your knowledge and experience in managing and exceeding KPI's and critical engineering support metrics - Time to Resolution (TTR), Backlogs, increasing efficiency, and implementing/upholding change management, etc.
• Responsible for People Management, including hiring, improving productivity, promoting employee morale, allocating and utilizing resources efficiently, motivating teams, and managing attrition and training.
• Provide oversight of, and participate in, Change Management as it relates to developer support..
• Own and bring to conclusion escalations by working across teams in engineering, QE, and our Developer Productivity team.
• Drive daily incident management success from detection to resolution leading to ongoing enhanced developer experiences.
• Manage major operations outages and communications to the engineering organization.
• Evaluate current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement.
• Lead by example to cultivate and maintain a culture built on teamwork, collaboration, and customer focus.
• Provide leadership during weekend and holiday on-call rotation as required.To be successful in this role you have:
  • Proven ability to create and implement programs to drive efficient, innovative operations and contain expenses.
  • Ability to lead change by effectively building commitment and winning support for initiatives.
  • Customer first mind set and a "Get it done" attitude are critical success factors for this role.
  • Demonstrated ability to provide exceptional internal customer care and communication.
  • A reputation as a trustworthy leader with a reputation for fairness, dependability and adherence to high ethical standards. Strong analytical and problem-solving skills.
  • Strong technical, strategic, analytical and problem-solvingskills.
  • Excellent communication skills, both oral and written.QualificationsPreferred Qualifications:
    • 8+ years engineering support and service operations management experience with 6+ years in a people management role is required.
    • Proven capability of having successfully delivered on support metrics and managed a first-level support team.
    • Experience supporting enterprise-scale hybrid cloud and on-prem environmentsFluency in one or more of the following technologies:
      • Amazon Web Services
      • VMware
      • EKS / Kubernetes / Docker
      • Prometheus / Grafana / LogicMonitor / Splunk
      • Chef / Ansible
      • Linux (CentOS / Ubuntu / RedHat)
      • Windows (Desktop and Server)
      • MacOSBasic Qualifications:
        • Experience managing internal engineering operations in a large and complex environment.
        • Experience managing, analyzing, and improving operational processes.MD23JV20For positions in California (outside of the Bay Area), we offer a base pay of $125,640 - $219,960, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location. For individuals who will be working in the Bay Area, there is a pay enhancement for positions located in that geographical area; please contact your recruiter for additional information.Additional InformationServiceNow 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. to learn about our work personas: flexible, remote and required-in-office. 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 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. to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the . From Fortune. - 2022 Fortune Media IP Limited All rights reserved. Used under license. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, ServiceNow.
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Keywords: Servicenow, San Diego , Senior Manager Developer Productivity Support, Executive , San Diego, California