Sr. Dir., Product Marketing, Customer Workflows

ServiceNow - Santa Clara, CA

Full-time - Senior

Santa Clara, CA

5,001-10,000 employees

Professional, Scientific, and Technical Services

About the position

The Senior Director of Product Marketing for Customer Workflows at ServiceNow is responsible for driving the Major Incident Management Process for critical customer situations. This role involves collaborating with various teams to manage technical problems that have serious consequences for the company and its customers. The position requires strong leadership, excellent communication skills, and the ability to work under pressure to ensure timely resolution of incidents and effective communication with stakeholders.

Responsibilities

• Drive the ServiceNow Major Incident Management Process for critical customer situations
• Coordinate with peer managers worldwide on resources, issues, and schedules
• Assemble, work with, and manage cross-organizational teams
• Manage and report ongoing CritSit metrics
• Support accurate and consistent maintenance of technical and management escalation processes
• Create and maintain recovery playbooks for commonly occurring customer patterns and issues
• Primary lead for Technical Support during customer outages
• Ownership and execution of the active critical incident management process, including event analysis and applying the ITIL framework for severity and impact
• Facilitate the resolution effort and determine when to engage additional resources if stalled
• Engage escalation management resources
• Manage customer and internal communications at an executive level
• Document timelines and conduct reviews
• Establish and manage bridge calls with engineers and customers during outages
• Attend and drive multi-customer outage bridges
• Craft business-appropriate communications for affected operating groups
• Conduct post-event analysis leveraging the ITIL problem management process
• Perform other duties and projects as assigned

Requirements

• Minimum of 6+ years experience in Support with critical/crisis situation management for technical customer escalations
• Excellent communication skills (both verbal and written)
• Strong organizational skills with the ability to manage multiple tasks simultaneously
• Customer focus and ownership, proactive approach to work
• Extensive experience supporting and managing technical environments
• Demonstrated leadership skills under fast-paced, highly dynamic situations
• Technically literate and able to articulate technical issues to engineers and executive management
• Crisis management skills with the ability to set priorities and drive towards desired state
• Ability to maintain calm during stressful situations
• Excellent project management skills, including managing projects across teams

Nice-to-haves

• Experience or working knowledge with relational databases (e.g. MySQL, Oracle)

Benefits

• Flexible or remote work options
• Health insurance
• 401k retirement plan
• Paid holidays
• Professional development opportunities