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Date Added: Fri 24/07/2020

Sr. Manager, Global Support

San Mateo, California, US
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Job Type: Permanent, FullTime

Snowflake started with a clear vision: develop a cloud data platform that is effective, affordable, and accessible to all data users. Snowflake developed an innovative new product with a built-for-the-cloud architecture that combines the power of data warehousing, the flexibility of big data platforms, and the elasticity of the cloud at a fraction of the cost of traditional solutions. We are now a global, world-class organization with offices in more than a dozen countries and serving many more.
The position of Sr. Manager, Global Support is responsible for driving IT Service Management improvements to ensure a world class customer experience to all Snowflake employees and partners. The position will be instrumental in providing strategy to improve employee productivity, reduce spend, offer service desk support and create an environment of operational excellence. This role will lead a global team of help desk technicians and desktop support technicians that will provide 24x7 support services.
- Develop Service Level Agreements (SLAs) to establish incident resolution, service request fulfillment expectations and timeframes for the Manage Service Provider (MSP)
- Drive a Global Client Services vision by creating and embracing standards to leverage cost efficiencies
- Coach, mentor and lead a global team of support personnel to foster a customer focused performance-based team which delivers high customer value and satisfaction
- Partner with Business Leaders and IT management to align to Snowflake objectives around IT recommended business solutions
- Evangelize the value of IT to the business by developing relationships with key stakeholders, provide management with key metrics and increase user adoption of technology
- Work with business owners and IT staff to analyze and resolve problems associated with technical issues, and recommend solutions for changing needManage IT communication and training activities for Snowflake employees, internal IT staff and outsource partners
- Identify, recommend, develop and implement end-user training programs
- Work with business owners and IT staff to analyze and resolve problems associated with technical issues, and recommend solutions for changing needREQUIREMENTS:
- Minimum of 10 years experience in Client Services Management
- BS or BA degree or equivalent work experience in a business, computer science or engineering field
- Strong subject matter expertise and experience with IT Service Management tools such as ServiceNow
- Demonstrated ability to manage and prioritize multiple problems and issues, excellent organizational skills, a teamwork approach to work and collaborate with peers to solve problems
- Excellent team management, coaching and mentoring skills
- Experience leading a global team of IT professionals within a service desk environment or other IT support function
- Experience with setting up a near-shore or off-shore managed tier 1 service desk
- Excellent oral and written communication skills, strong interpersonal skills are essential
- Highly organized with strong project management skills; PMP certification would be a plus
- Ability to identify, recruit and retain high performing staff
- Ability to effectively deal with assignments that require strategic thinking
- ITIL certification is highly desirable
- Availability to travel to national and international locations

Snowflake is growing fast, and we're scaling our team to help enable and accelerate our growth. We are looking for people who share our values, challenge ordinary thinking, and push the pace of innovation while building a future for themselves and Snowflake.
How do you want to make your impact?

Snowflake is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, gender identity or expression, marital status, national origin, disability, protected veteran status, race, religion, pregnancy, sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
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