About this role
What you can expect from us
At ServiceNow, we make work better for everyone – including our own employees. We know that best work happens when our employees live their best life and share their unique talents, so we do everything we can to make that possible for our employees. Win as a Team is part of our culture, and we aspire to wow our customers. We stay hungry and humble and focus on creating belonging. Sustainability, inclusivity, and diversity are key focus areas within our business framework so that we have transparency, equity, and accountability to deliver meaningful, measurable change. With our vision and dedication for a better future already underway. Join us on this journey!
In addition to a competitive salary, supportive teams, and a real opportunity to progress in career with a forward-thinking organisation , employees have access to global well‑being days, parental and caregiving benefits, learning and tuition support, mentoring, and community programs. Benefits here for a full list
What you get to do in this role
ServiceNow’s Support Account Management (SAM) team delivers proactive and reactive support services to a portfolio of high-profile, strategic customers.
Acting as a central point of contact, SAM drives incident and problem resolution by coordinating cross-functional teams to ensure timely, effective outcomes.
SAM serves as a customer advocate, providing regular service reviews, operational summaries and updates , and drive communication on high-priority issues to ensure world-class customer satisfaction.
Confidently present to stakeholders at all levels, including C-suite executivesDeliver business value and solutions by understanding and aligning ServiceNow applications, features, and benefits as it relates to our customer needsServe as the primary customer liaison and escalation point for business-critical issuesLead regular service reviews and executive updates, ensuring clear communication on incidents, changes, and performance with reference to mandatory upgrades, patches, and security requirementsManage and report on SLA performance, driving corrective action and continual service improvementProactively identify and mitigate service risks using industry-leading management tools and trend analysisAlign ServiceNow solutions to customer business needs, delivering measurable valueCoordinate cross-functional teams to ensure timely resolution of cases, problems, and changes To be successful in this role, we need someone who has
Experience in high-tech environments, specialising in ITSM within large, global IT organisations leveraging ITIL best practices in complex and global deploymentsProven track record in services and support management, applying strong project leadership and creative problem-solving to deliver customer outcomes and resolve complex issues10+ yrs of experience with 5+ years of customer-facing experienceExperience in leveraging or critical thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.Advanced analysis and problem-solving skillsExperience dealing with technical support teamsWorking knowledge of ITIL incident, problem and release management process and procedures.Willingness to provide support outside standard business hours, including weekends, as requiredExcellent written and oral communication skillsGrowth and collaborative mindsetDesirable skills and experience
ServiceNow platform knowledge or experienceProject Management capabilities and principlesService delivery account management experience Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
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
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.