ServiceNow has announced plans to open up an Asia-Pacific support centre in Sydney.
The service management software vendor is expected to make the support centre live in March 2014.
ServiceNow A/NZ country manager, David Oakley, said that the vendor’s local presence is expected to grow by 30 people by February, with the majority of that attributed to the support centre.
By placing the facility domestically, Oakley admits that ServiceNow is going against the trend of outsourcing overseas, though adds that it was an “even decision” between Singapore and Sydney.
“We originally looked at Singapore as a hub for it, but what we found was that the talent pool here was significantly better for that type of function,” he said.
“It is more expensive, but there is a much greater depth of talent in Australia to run a support centre.”
Another reason for putting the support centre locally was due to the time zone.
“Within the Asia-Pacific context, Australia has been a strong market for us,” Oakley said.
“We have a high number of customers here relative to global, and fairly significant part of our global revenue comes out of Australia.”
Since the local market has been growing for ServiceNow, Oakley said “it made sense” to put the support centre in Australia and not overseas.
“A benefit is that we can promote the local angle to our existing Australian customers, as well as use it as a bit of leverage to drive new acquisitions,” he said.
Local expansion plans
The upcoming opening of the support centre comes as ServiceNow is opening new offices locally.
In addition to branches in Sydney and Melbourne, the company opened a Canberra office in March to support its Federal Government clients.
According to Oakley, ServiceNow will be opening a Brisbane and Perth office in December to “drive customer acquisitions and provide support for the customer base there.”
Patrick Budmar covers consumer and enterprise technology breaking news for IDG Communications. Follow Patrick on Twitter at @patrick_budmar.