Support & Maintenance Manager

• Assume accountability for the Profit and Loss (P&L) of support areas

• Develop and maintain strategic plans for support services

• Act as a passionate evangelist for support services, advocating their value internally and externally

• Drive strategic changes and initiatives to enhance the quality and efficiency of support services

• Create and maintain attractive support packages that align with customer needs

• Collaborate with the sales team by providing valuable pre-sales resources

• Represent the support and maintenance function, actively promoting our services in the market

• Demonstrated experience in managing, leading, and delivering support services

• Proven expertise in strategic development of support/maintenance services, ideally with a focus on 24/7 operations

• Familiarity with software development lifecycle (SDLC), agile methodologies, DevOps, and ServiceNow

• Ability to embody and promote the values of ServiceNow and act as an evangelist for our customers

• Willingness to travel up to 25% of the time

• Nice-to-have: Experience in building 24/7 support systems

• Work in a common sense-driven department with a focus on efficiency and effectiveness

• Collaborate with a team of highly skilled specialists who are experts in their respective fields

• Be part of the process from the beginning, contributing to the re-building of our presales capabilities

• Concentrate on quality, following a "follow the sun" model to provide seamless support

• Opportunities for nomination to area-relevant conferences, ServiceNow events, and GV events

• Dedicated allocation for continuous self-education and personal develop